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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. Which of the following is the BEST example of qualitative data?

A) Patient satisfaction discharge summary scores
B) Patient and family advisory focus group comments
C) Average length of hospital stay for patients in April
D) Percentage of patients over age 50 with diabetes

2. Which statement BEST describes HCAHPS?

A) A financial benchmarking tool for payer reimbursement performance
B) A national, standardized, publicly reported survey of patients' perspectives of hospital care
C) A complaint-resolution workflow used only in ambulatory clinics
D) An internal employee engagement survey used only for hospital workforce culture

3. Which of the following is an example of a process measure?

A) Rate of hospital-acquired infections
B) Length of hospital stay
C) Patient satisfaction
D) Wait times for lab test results

4. When engaged in organizational transformation, which of the following is directly proportional to the probability of success?

A) Degree to which adequate preparation and planning occurred at the onset
B) Cross functional accountability experienced in the organization
C) Competency and knowledge of management and the front-line staff
D) Senior executive ' s commitment and level of personal involvement

5. What is the BEST way to immediately address any type of patient experience failure?

A) Capture complaints
B) Grievance letters
C) Kaizen events
D) Service recovery

Solutions: