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The Beryl Institute Certified Patient Experience Professional Sample Questions:

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

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

2. What is the first step in the Kotter 8-Step process for leading change?

A) Create a sense of urgency.
B) State a clear strategic vision.
C) Build a guiding coalition.
D) Identify change objective.

3. Which steps are contained in the first phase of experience mapping?

A) Prioritize and create storyboards.
B) Identify moments of truth.
C) Tell and sketch the story.
D) Conduct data gathering.

4. The patient experience professional identifies experience-based co-design (EBCD) as the best approach to understand and ease growing challenges in an outpatient oncology setting. Which of the following is the BEST strategy to increase stakeholder collaboration in the process?

A) Schedule exclusively in-person focus groups for current patients to redesign the process.
B) Meet with a project manager and define tactics for an outpatient oncology action plan.
C) Develop a questionnaire for patients to learn about their exam room experience in the outpatient oncology care setting.
D) Develop a series of staff and patient workshops to capture dialogue about different aspects of outpatient oncology services.

5. How can patient experience survey results BEST be used to influence organizational efforts?

A) Establish clear goals, align behaviors, and consistently review performance.
B) Align behaviors to survey results throughout the organization to drive desired outcomes.
C) Analyze organizational and unit-level performance to monitor and follow up on performance.
D) Recognize and reward outstanding behaviors that drive desired results.

Solutions: