The Beryl Institute CPXP real exam prep : Certified Patient Experience Professional

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The Beryl Institute CPXP Exam Syllabus Topics:

The Beryl Institute Certified Patient Experience Professional Sample Questions:

Question 1

Which method is BEST used to engage patients and family members about their concerns and suggestions for improvement in a healthcare organization?

A. Hold quarterly patient and family focus groups.
B. Interview employees who have been patients.
C. Conduct weekly point of care surveys.
D. Establish a patient and family advisory council.

Question 2

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

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

Question 3

Which strategy is MOST effective in engaging physicians in understanding the business case for improving the patient experience?

A. Transparently posting physician patient satisfaction data in the organization and creating a competitive environment
B. Providing recurrent, consistent education and building understanding for such things as pay-for- performance programs and how they may impact them personally
C. Involving physicians in training and improvement strategies regarding communication in health care
D. Implementing a provider compensation program in which service metrics are tied to salaries and physicians are awarded for their patient satisfaction scores

Question 4

A patient experience professional has been asked to participate in the formation of a patient and family advisory council (PFAC). What is the MOST appropriate first step to ensure that the goals of this responsibility are fulfilled?

A. Present the idea to unit-based staff for their input, taking into consideration feedback that they have obtained from their own professional experiences.
B. Read available literature and consult with other organizations who have successfully implemented patient and family advisory committees.
C. Engage currently admitted patients and families to obtain ideas on next steps for the formation of the PFAC.
D. Review patient satisfaction comments in order to solicit ideas for the formation of the PFAC.

Question 5

Which is the BEST practice for conducting post-visit phone calls?

A. The discharge nurse calls the immediate caregiver of the patient within 1-2 days of discharge to inquire how the patient is doing, review the discharge instructions, and answer any other questions the caregiver might have.
B. A third party with whom the organization has contracted calls the patient within 7-14 days of discharge to inquire how the patient is doing, review the discharge instructions, and answer any other questions the caregiver might have.
C. A nurse who personally cared for the patient calls the patient within 1-2 days of discharge to inquire how he or she is doing, clarify discharge instructions as needed, and answer any other questions the patient might have.
D. The nurse manager (or other nurse leader on the unit where the patient received care) calls the patient within 1-2 days of discharge to inquire how he or she is doing, clarify discharge instructions as needed, and answer any other questions the patient might have.

Solutions: