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The Beryl Institute CPXP Exam Syllabus Topics:

The Beryl Institute Certified Patient Experience Professional Sample Questions:

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

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

2. In analyzing an organization ' s patient experience data, the patient experience professional observes that the standard deviation gets smaller as the responses become more similar for each question. Which is the BEST explanation for this phenomenon?

A) As responses become more similar, the more different respondents are from each other, resulting in the standard deviation becoming smaller.
B) As responses become more similar, the mean increases, resulting in the standard deviation becoming smaller.
C) As responses become more similar, they are closer to the mean, resulting in the standard deviation becoming smaller as well.
D) As responses become more similar, the median and mode become smaller. Thus, the standard deviation also becomes smaller.

3. Which is a PRIMARY benefit of using focus groups?

A) Analyzing survey data to determine longitudinal trends
B) Identifying or confirming deeper meaning behind facts
C) Gathering input on executive hiring decisions
D) Generating one central point of consensus

4. Which is the BEST way to de-escalate a situation in which a patient is acting in an agitated, aggressive manner?

A) Keep hands in pockets.
B) Maintain a smile.
C) Use short, simple sentences.
D) Stand close to the patient.

5. A patient experience team has decided to use an experienced-based design approach " patient shadowing " to provide a framework for improvement. What is the first step in implementing patient and family shadowing for this process?

A) Determine which patients/families should be shadowed.
B) Define where the care experience begins and ends.
C) Decide who should do the shadowing.
D) Construct a current care experience flow map.

Solutions: