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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. In analyzing an organization ' s patient experience data, the patient experience professional observes that the standard deviation gets smaller as the responses become more similar for each question. Which is the BEST explanation for this phenomenon?

A) As responses become more similar, the median and mode become smaller. Thus, the standard deviation also becomes smaller.
B) As responses become more similar, the mean increases, resulting in the standard deviation becoming smaller.
C) As responses become more similar, the more different respondents are from each other, resulting in the standard deviation becoming smaller.
D) As responses become more similar, they are closer to the mean, resulting in the standard deviation becoming smaller as well.

2. Which approach BEST demonstrates meaningful partnership with patients and families in organizational improvement?

A) Including patient and family advisors as ongoing members of improvement and design work from planning through evaluation
B) Limiting patient participation to annual recognition events
C) Asking patients to react to a completed solution after leadership has already approved it
D) Using only complaint data as the organization's patient voice

3. What is an identified challenge to including patients, family members, and care partners in the co-design process?

A) Communicating the process objectives to patients
B) Securing a diverse range of patients and experiences
C) Creating the necessary incentive program for engagement
D) Reaffirming the value of the time one will invest in the effort

4. Of the following process improvement methodologies, which MOST directly engages the customer in the process?

A) Experience-Based Design
B) Total Quality Management
C) Lean
D) Six Sigma

5. Management views turnover as a cause for low patient experience scores. Which is the BEST question for the patient experience professional to ask to give insight into this issue?

A) What is the turnover rate?
B) Is the rate improved over the prior year?
C) Is there a retention bonus in place?
D) Why do staff leave?

Solutions: