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The Beryl Institute CPXP Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Design and Innovation | - PX Program Development - Service Design Thinking - Innovation Methods - Journey Mapping |
| Measurement and Analysis | - Translating Data into Action - Statistical Concepts - Survey Methodology - HCAHPS |
| Partnership and Advocacy | - Patient Rights and Advocacy - Patient & Family-Centered Care - Service Recovery - Effective Communication |
| Organizational Culture and Leadership | - Culture Change - Employee Engagement - Strategic Role of Patient Experience - Leadership Rounding |
The Beryl Institute Certified Patient Experience Professional Sample Questions:
1. What is the BEST way to immediately address any type of patient experience failure?
A) Capture complaints
B) Service recovery
C) Grievance letters
D) Kaizen events
2. Management views turnover as a cause for low patient experience scores. Which is the BEST question for the patient experience professional to ask to give insight into this issue?
A) Is the rate improved over the prior year?
B) Is there a retention bonus in place?
C) Why do staff leave?
D) What is the turnover rate?
3. Which of the following is a primary reason employees resist change?
A) Impact on organizational performance
B) Lack of available resources from organization
C) Impact on perception of organization
D) Lack of awareness of why change is being made
4. A patient experience professional has received complaints from patients and their families about a lack of communication from the nurses concerning the patients' care. In an effort to build powerful relationships with the care staff, which of the following is the BEST way to engage the patients and their families in communication?
A) Hourly rounding
B) Whiteboard use
C) Leadership rounding
D) Bedside shift report
5. An organization has decided to create behavior standards to specify what behaviors are expected. Which statement describes an appropriate implementation of this practice?
A) Focus all behavior standards on the external customer because that is the primary target.
B) Understand that on a very busy day, staff might not be able to uphold all behavior standards.
C) Engage staff in creating the behavior standards and ensure that everyone signs the final product.
D) Create broad service standards such as "demonstrate a positive attitude" so that they are applicable.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: C |
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