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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. During times of change, leaders need to effectively engage across what three levels of communication in order to maintain and heighten employee support?

A) Providers, nurses, and allied health staff
B) Employee relations, strategic planning, and project management
C) Leaders, managers, and front line
D) Aspirational, factual, and inspirational

2. Referencing the Change Model graph below, where in these zones does "The Point of Decision" usually occur?

A) In between the "Zone of Status Quo" and "Zone of Disruption"
B) In between the "Zone of Disruption" and "Zone of Adoption"
C) In between the "Zone of Adoption" and "Zone of Better Performance"
D) At the midpoint of the "Zone of Status Quo"

3. Which of the following actions BEST contributes to establishing a systematic approach to both operational performance and behavioral improvement for healthcare organizations?

A) Monitoring social media for feedback and improvement opportunities
B) Ensuring a broad range of voices across the organization are involved
C) Integrating a patient/family representative into the improvement team
D) Engaging the community in providing improvement feedback

4. What measures the dispersion of the data set?

A) Distance
B) Mode
C) Median
D) Variance

5. Which of the following BEST illustrates that a process change has worked?

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

Solutions: