Certified Patient Experience Professional

Question 1

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

A. Wait time

B. Staff turnover

C. Staff-to-patient ratio

D. Access to care

Correct Answer: B

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Question 2

Administrators voice concern that physicians in a medical practice group seem stuck at the same scores on patient experience surveys. What is the BEST next step for the patient experience professional to build engagement and move forward with improvement actions?

A. Work with the front-line team and survey vendor to improve survey response rates.

B. Publicly share individual physician patient experience scores and percentile rankings.

C. Meet with medical practice leaders to learn their expectations and identify physician leaders within the practice.

D. Share improvement tips focused on communicating with patients.

Correct Answer: C

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Question 3

In which of the following methodologies for process improvement is emotional mapping used as an analytical tool?

A. Experience-based co-design

B. Plan-Do-Check-Act

C. Total quality management

D. Lean management

Correct Answer: A

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Question 4

Which of the following can ONLY be achieved through qualitative data collection methods?

A. Understanding why patients feel a certain way about their care experiences

B. Identifying top opportunities for patient experience improvement

C. Measuring a healthcare organization's performance on patient satisfaction

D. Determining the healthcare priorities of the community served

Correct Answer: A

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Question 5

Which of the following play a preeminent role in molding strategic targets, resource allocation, and performance monitoring plans that support an organization ' s vision?

A. Strategic analytics

B. Organizational behavior management

C. Organizational policies and procedures

D. Performance coaching

Correct Answer: A

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Question 6

Which term describes patient experience survey data made up of comments?

A. Quantitative

B. Quality

C. Anecdotal

D. Qualitative

Correct Answer: D

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Question 7

Which is the MOST effective use of real-time data collection?

A. Identifying patterns and trends for organizational change

B. Providing opportunity for immediate recognition

C. Revealing needed facility-wide improvements

D. Shaping organizational strategy

Correct Answer: B

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Question 8

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

A. Specific, measurable, achievable, relevant, time-bound

B. Statistical, measurable, accurate, reliable, tabulated

C. Short, manageable, accurate, regulated, transparent

D. Specialized, marketed, accountable, reliable, tabulated

Correct Answer: A

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Question 9

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

A. Interview employees who have been patients.

B. Establish a patient and family advisory council.

C. Hold quarterly patient and family focus groups.

D. Conduct weekly point of care surveys.

Correct Answer: B

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Question 10

When engaged in organizational transformation, which of the following is directly proportional to the probability of success?

A. Competency and knowledge of management and the front-line staff

B. Cross functional accountability experienced in the organization

C. Senior executive ' s commitment and level of personal involvement

D. Degree to which adequate preparation and planning occurred at the onset

Correct Answer: C

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Question 11

Which is a PRIMARY benefit of using focus groups?

A. Analyzing survey data to determine longitudinal trends

B. Generating one central point of consensus

C. Identifying or confirming deeper meaning behind facts

D. Gathering input on executive hiring decisions

Correct Answer: C

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Question 12

Which BEST describes a team that has reached consensus?

A. At least 90% of the team members felt included and participated in discussions, sharing their opinions about the issue.

B. At least 90% of the team members totally agree with the decision.

C. All team members answer that they are happy with the decision.

D. All team members are involved in the final solution and are committed to supporting the decision.

Correct Answer: D

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Question 13

What is the BEST way to engage physicians in improving the patient experience?

A. Ensure they understand the goals of the institution.

B. Review all the negative comments that they receive.

C. Create a meaningful physician recognition program.

D. Explain to the physicians about value in health care.

Correct Answer: C

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The Beryl Institute Certified Patient Experience Professional - CPXP Exam Practice Test

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