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The Beryl Institute Certified Patient Experience Professional Sample Questions:

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

A) 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.
B) 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.
C) 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.
D) 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.

2. Which approach BEST demonstrates meaningful partnership with patients and families in organizational improvement?

A) Using only complaint data as the organization's patient voice
B) Asking patients to react to a completed solution after leadership has already approved it
C) Limiting patient participation to annual recognition events
D) Including patient and family advisors as ongoing members of improvement and design work from planning through evaluation

3. Which of the following two stakeholder groups should a patient experience professional organize when using an experience-based co-design (EBCD) approach to initiate a system-level quality improvement effort in expanding culturally diverse service efforts?

A) Focus Group 1: Quality improvement leadership
Focus Group 2: EBCD task force and individual contributors
B) Focus Group 1: Representative sample population of patient and family members Focus Group 2: Representative sample population of healthcare providers
C) Focus Group 1: Representative sample of health system board members
Focus Group 2: Representative sample of health system leaders
D) Focus Group 1: Community leaders within the health system ' s service area footprint Focus Group 2: Union representatives of health system employees

4. Which qualitative research method helps provide the BEST understanding of patients' experiences when a design thinking approach is used?

A) Organizational policy
B) Research articles
C) Focus groups
D) Case studies

5. The spouse of a dying patient continuously asks to speak to multiple members of the healthcare team and seems to be confused about the next steps in the patient's care. Why is the best course of action a family meeting with the members of the multidisciplinary team?

A) To ensure that all stakeholders review the plan of care in a collaborative manner
B) To avoid splitting the staff and creating an ambiguous atmosphere for the patient and the staff
C) To discuss palliative care, which is the most important aspect of the situation
D) To support the spouse, who needs more support than the patient at this time

Solutions: