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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. Which of the following is a core element to facilitating a focus group?

A) The group has a trained moderator.
B) The group generates quantitative information.
C) The group includes a minimum of 25 people.
D) The group discusses multiple topics.

2. When is the BEST time to do service recovery follow-up?

A) After fully researching and validating concerns
B) 24 hours after the issue arises
C) Immediately after the issue arises
D) After discharge/appointment ends

3. How should a culturally skilled healthcare professional approach the patient and family relationship?

A) Show formal respect, but apply best professional judgment.
B) Treat the patient and family as unique personas and further assess social and cultural context.
C) Engage the patient and family and put their wishes first.
D) Understand and respect the cultural and social patterns of the given ethnic group.

4. Which is the BEST method to motivate staff to make patient-centered changes?

A) Invite a former patient to share his or her story.
B) Read a patient complaint letter.
C) Post organizational scores in the lobby.
D) Post department and unit scores in the breakroom.

5. What is the KEY ingredient in connecting everyone's role to the patient experience?

A) Coaching for success
B) Incentives
C) Recognition
D) Clarity of purpose

Solutions: