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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. Which is the BEST way to help patient and family advisory council (PFAC) members communicate effectively in meetings and in front of committees?

A) Train and coach PFAC members on committee participation so that they are valuable contributors.
B) Explain to the committee members that there will be patients (PFAC members) present at the meetings.
C) Create a manual for PFAC members to read in order to understand internal protocols and how committees work.
D) Provide PFAC members with key talking points to guide their involvement with committees.

2. 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) Aspirational, factual, and inspirational
C) Employee relations, strategic planning, and project management
D) Leaders, managers, and front line

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

4. Which of the following is a core element to facilitating a focus group?

A) The group discusses multiple topics.
B) The group generates quantitative information.
C) The group includes a minimum of 25 people.
D) The group has a trained moderator.

5. Which approach is MOST consistent with Design and Innovation when improving the discharge experience?

A) Including patients and families in co-design, testing prototypes, and refining discharge processes based on feedback and results
B) Standardizing discharge instructions without any patient or family input
C) Mapping the discharge process with staff only and implementing one-time changes
D) Focusing primarily on reducing printing costs for discharge materials

Solutions: