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The Beryl Institute CPXP Exam Syllabus Topics:

The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. Which tactic is the BEST way to engage staff and gain buy-in?

A) Create a mandate that all employees participate in improving the patient experience.
B) Provide employees training in improving the patient experience.
C) Form a patient experience team with front-line staff to improve the patient experience.
D) Invite staff to participate in focus groups on improving patient experience.

2. A patient experience professional is asked by leadership to develop an action plan for improvement based on the measurement of a key driver question. Which step should the patient experience professional take FIRST?

A) Create patient satisfaction measurement tools.
B) Reward and recognize staff to reinforce good behavior.
C) Obtain the latest satisfaction measurements.
D) Implement a patient and family focus group.

3. What is the BEST way to engage physicians in improving the patient experience?

A) Review all the negative comments that they receive.
B) Create a meaningful physician recognition program.
C) Explain to the physicians about value in health care.
D) Ensure they understand the goals of the institution.

4. Which is a key FIRST step for a patient experience professional in implementing a patient and family advisory council?

A) Working with leadership and staff to get buy-in
B) Inviting community members to join
C) Meeting with current volunteers to gather ideas
D) Assembling written training materials

5. Which steps are contained in the first phase of experience mapping?

A) Identify moments of truth.
B) Tell and sketch the story.
C) Conduct data gathering.
D) Prioritize and create storyboards.

Solutions: