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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. Patient Experience Mapping identifies the ideal state defined by which of the following four dimensions of care?

A) Patient perceptions on quality of care, communication, physical environment, and emotional support
B) Patient perceptions of process efficiency, access to care, patient engagement, and presence of teamwork
C) Patient assessment of safety, access to care, availability of information, and patient engagement
D) Patient assessment of outcomes, physical environment, communication, and family/care partner participation

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

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

3. Which strategy BEST demonstrates an effective integration of patient and family advisors?

A) Presenting completed plans for newly designed patient rooms to the patient and family advisory council
B) Utilizing patient and family advisors as members of interview panels for hospital key leadership positions
C) Hosting a reception for patient and family advisors to meet hospital executive leadership
D) Inviting families in the hospital or hospital board members who have been patients to join the patient and family advisory council

4. Research has shown that better patient experience positively impacts which of the following operational outcomes?

A) Staff turnover
B) Access to care
C) Staff-to-patient ratio
D) Wait time

5. Which of the following BEST explains the distinction between patient experience and patient satisfaction?

A) Patient experience is about individual encounters while patient satisfaction addresses overall perceptions.
B) Patient experience is about the integrated encounter while patient satisfaction addresses individual expectations.
C) Patient experience is focused on service outcomes while patient satisfaction is focused on happiness.
D) Patient experience is subjective while patient satisfaction is objective.

Solutions: