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The Beryl Institute Certified Patient Experience Professional Sample Questions:

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

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

2. Which method is BEST used to engage patients and family members about their concerns and suggestions for improvement in a healthcare organization?

A) Interview employees who have been patients.
B) Establish a patient and family advisory council.
C) Hold quarterly patient and family focus groups.
D) Conduct weekly point of care surveys.

3. Which is a central role for an effective facilitator?

A) Identifies the most useful suggestions from the group
B) Encourages the group to focus on outcomes
C) Guides the discussion to avoid conflict among participants
D) Creates and sustains a participatory environment

4. Which is the BEST example of an employee engagement strategy?

A) Sharing patient letters in an organizational newsletter
B) Reviewing employee satisfaction data with individual units/departments
C) Discussing complaint and grievance data during staff meetings
D) Demonstrating appreciation for individual staff contributions

5. What should healthcare organizations do to ensure more equitable health outcomes and a better patient experience?

A) Provide comprehensive diversity and inclusion training for all staff.
B) Ensure an understanding of the social determinants of health that influence a patient ' s life.
C) Engage the communities they serve in understanding the bias they believe exists.
D) Work closely with community organizations to bring care to where people are.

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