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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 BEST illustrates that a process change has worked?

A) Process flowcharts of the after process
B) Interviews with staff
C) Data showing significant change
D) Process flowcharts of the before process

2. Which nonverbal cue demonstrates empathy while performing service recovery?

A) Remaining in a standing position
B) Acknowledging the concern
C) Maintaining eye contact
D) Writing notes for reference

3. Which type of chart or diagram would be BEST to organize ideas that a team came up with during a brainstorming session?

A) Venn diagram
B) Flow chart
C) Affinity diagram
D) Run chart

4. What is the BEST way to engage physicians in improving the patient experience?

A) Create a meaningful physician recognition program.
B) Review all the negative comments that they receive.
C) Explain to the physicians about value in health care.
D) Ensure they understand the goals of the institution.

5. Which is the BEST practice for conducting post-visit phone calls?

A) A nurse who personally cared for the patient calls the patient within 1-2 days of discharge to inquire how he or she is doing, clarify discharge instructions as needed, and answer any other questions the patient might have.
B) A third party with whom the organization has contracted calls the patient within 7-14 days of discharge to inquire how the patient is doing, review the discharge instructions, and answer any other questions the caregiver might have.
C) The nurse manager (or other nurse leader on the unit where the patient received care) calls the patient within 1-2 days of discharge to inquire how he or she is doing, clarify discharge instructions as needed, and answer any other questions the patient might have.
D) The discharge nurse calls the immediate caregiver of the patient within 1-2 days of discharge to inquire how the patient is doing, review the discharge instructions, and answer any other questions the caregiver might have.

Solutions: