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The Beryl Institute CPXP Exam Syllabus Topics:

The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. Which of the following introductions would BEST help a physician build trust and begin to earn confidence from a patient?

A) " Good afternoon, Mrs. S. I ' m not quite sure how to pronounce your last name. I ' m Dr. Jones, an emergency medicine doctor here at this hospital. Why are you visiting the emergency department today? "
B) " Good afternoon, Mrs. S. I ' m Dr. Jones. What brings you in today? "
C) " Good afternoon. I want to make sure that I pronounce your last name correctly. Could you help me with this? Thank you. I ' m Dr. Jones, an emergency medicine doctor. "
D) " Good afternoon. I want to make sure that I pronounce your last name correctly. Could you help me with this? Thank you. I ' m Dr. Jones, an emergency medicine doctor. We are going to take good care of you. "

2. A patient experience professional is asked by leadership to develop an action plan for improvement based on the measurement of a key driver question. Which step should the patient experience professional take FIRST?

A) Obtain the latest satisfaction measurements.
B) Create patient satisfaction measurement tools.
C) Implement a patient and family focus group.
D) Reward and recognize staff to reinforce good behavior.

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

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

4. Which of the following is a core element to facilitating a focus group?

A) The group generates quantitative information.
B) The group discusses multiple topics.
C) The group includes a minimum of 25 people.
D) The group has a trained moderator.

5. What would be included as part of a central process when applying Lean principles to health care?

A) Experience diagramming
B) Value stream mapping
C) Mystery shopping
D) Community interviewing

Solutions: