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The Beryl Institute CPXP Exam Syllabus Topics:

The Beryl Institute Certified Patient Experience Professional Sample Questions:

Question 1

A new patient check-in process was implemented to reduce wait time. What is the BEST approach to examine if the updated process is meeting its intended goal?

A. Quantitative survey
B. Patient focus group
C. Direct observation
D. Role play scenario

Question 2

Administrators voice concern that physicians in a medical practice group seem stuck at the same scores on patient experience surveys. What is the BEST next step for the patient experience professional to build engagement and move forward with improvement actions?

A. Meet with medical practice leaders to learn their expectations and identify physician leaders within the practice.
B. Publicly share individual physician patient experience scores and percentile rankings.
C. Work with the front-line team and survey vendor to improve survey response rates.
D. Share improvement tips focused on communicating with patients.

Question 3

Which of the following two stakeholder groups should a patient experience professional organize when using an experience-based co-design (EBCD) approach to initiate a system-level quality improvement effort in expanding culturally diverse service efforts?

A. Focus Group 1: Representative sample population of patient and family members Focus Group 2: Representative sample population of healthcare providers
B. Focus Group 1: Representative sample of health system board members
Focus Group 2: Representative sample of health system leaders
C. Focus Group 1: Quality improvement leadership
Focus Group 2: EBCD task force and individual contributors
D. Focus Group 1: Community leaders within the health system ' s service area footprint Focus Group 2: Union representatives of health system employees

Question 4

Which nonverbal cue demonstrates empathy while performing service recovery?

A. Writing notes for reference
B. Remaining in a standing position
C. Maintaining eye contact
D. Acknowledging the concern

Question 5

Which response is BEST to provide to a family member requesting to be present during a resuscitation?

A. "I'm sorry, but we cannot have family present during patient resuscitation. This is to make sure you are not in the way of critical processes."
B. "You are welcome to stay. I will make sure someone is with you to explain what is happening and to support you."
C. "I'm sorry, but only clinical team members are allowed to be present to ensure there are no distractions in our efforts to save your loved one's life."
D. "You are welcome to stay to witness this event, but please stay to the side to ensure you are not in the way of our efforts."

Solutions: