Free update for one year

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The Beryl Institute Certified Patient Experience Professional Sample Questions:

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

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

2. Which statement is TRUE about transformational leadership?

A) It is especially effective under strict timelines and resource constraints.
B) It is task- and outcome-oriented.
C) It focuses on increasing employee motivation and engagement.
D) It promotes compliance with existing organizational goals through supervision.

3. In which of the following methodologies for process improvement is emotional mapping used as an analytical tool?

A) Experience-based co-design
B) Plan-Do-Check-Act
C) Total quality management
D) Lean management

4. What is Gemba when used within the Lean process methodology?

A) Continuous improvement designs
B) Reduced waste in future mapping
C) Collaboration to improve
D) Location where value is created

5. Which are the MOST utilized data sources for evaluating service?

A) Post-visit phone call feedback
B) Patient (or family) complaints and patient satisfaction data
C) Compliment data and focus groups
D) Service recovery logs and community advisory committees

Solutions: