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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. What is the KEY ingredient in connecting everyone's role to the patient experience?

A) Incentives
B) Recognition
C) Coaching for success
D) Clarity of purpose

2. What do patient feedback measures capture patient perceptions of?

A) What and how frequently things happened
B) Where and when things happened
C) What and when things happened
D) Where and how frequently things happened

3. A patient experience professional often engages with patient complaints from marginalized groups. What would be the BEST systemic and sustainable approach to dismantle structural racist practices in the healthcare facility?

A) Analyze the effect of race and racism on federal funding for disease research.
B) Develop a formal, hospital-based reporting system to document and respond to racist behavior.
C) Promote shared decision making between patients, physicians, and hospitalists.
D) Develop partnerships with patients and recognize their ability to educate providers about the impact of race and racism on their healthcare experiences.

4. Which is the MOST commonly reported cause of adverse events affecting limited English proficiency
/culturally diverse patients?

A) Family members, friends, and nonqualified staff are used as medical interpreters.
B) Administrators fail to hire bilingual staff to fulfill appropriate language services.
C) Staff overlook cultural nuances, creating assumptions that affect patient safety.
D) Professional interpreters are not adequately trained to translate in medically challenging situations.

5. Significant differences between what end-users may desire and what healthcare systems are willing to do based on their expertise and resources is a challenge for design-thinking. What is the BEST strategy below to help bridge the gap and provide balance?

A) Staff interviews and PDCA cycle implementation
B) Review of system budget and resources, identification of solution, implementation, and 6- month check
C) Empathy for end-user desires, a clear awareness of current state experiences, and identification of issues that can interfere
D) Needs assessment based on observational data and interviews, ideation, and prototyping

Solutions: