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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. Which comment by a surgeon represents the BEST way to convey effective emotional support to a patient?

A) " Don ' t worry; I could do this procedure in my sleep. "
B) " We are going to do our best. Don ' t worry about a thing. "
C) " I ' ve done this before. We rarely have complications and you ' ll be fine. "
D) " I ' ve performed this procedure hundreds of times. I ' ll take great care of you. "

2. A non-English-speaking patient is asking questions that indicate a lack of understanding of the procedure that the patient is about to undergo. Which component of the patient ' s rights has been neglected?

A) Confidentiality of personal health information
B) Respect for cultural diversity
C) Patient's right to file a complaint
D) Informed consent

3. What are three MOST important dimensions for improving the relationship between the patient and provider?

A) Emotional connection, partnership, and using the scientific method
B) Emotional connection, agreement on treatment, and willingness to listen
C) Partnership, Socratic questioning, and support
D) Agreement on treatment, partnership, and Socratic questioning

4. 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) Percentage of patients over age 50 with diabetes
D) Average length of hospital stay for patients in April

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

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

Solutions: