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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. Which should be the FIRST step in implementing a bedside shift report as a new process?

A) Establishing with staff why they need to change their current practice
B) Mandating the expectation that shift report must occur at the bedside every time
C) Having nurses commit in writing that reports will occur at the bedside
D) Providing education to staff about how to do shift report at the bedside

2. Which is a PRIMARY benefit of using focus groups?

A) Identifying or confirming deeper meaning behind facts
B) Generating one central point of consensus
C) Gathering input on executive hiring decisions
D) Analyzing survey data to determine longitudinal trends

3. Regarding action plans, what does the acronym SMART stand for?

A) Statistical, measurable, accurate, reliable, tabulated
B) Specialized, marketed, accountable, reliable, tabulated
C) Specific, measurable, achievable, relevant, time-bound
D) Short, manageable, accurate, regulated, transparent

4. Which practice BEST ensures learning across interdisciplinary teams?

A) Forming department service councils
B) Conducting patient experience training
C) Using patient comment cards
D) Implementing a service champion network

5. A patient experience professional is asked by leadership to develop an action plan for improvement based on the measurement of a key driver question. Which step should the patient experience professional take FIRST?

A) Reward and recognize staff to reinforce good behavior.
B) Implement a patient and family focus group.
C) Create patient satisfaction measurement tools.
D) Obtain the latest satisfaction measurements.

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