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The Beryl Institute CPXP Exam Syllabus Topics:

The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. Significant differences between what end-users may desire and what healthcare systems are willing to do based on their expertise and resources is a challenge for design-thinking. What is the BEST strategy below to help bridge the gap and provide balance?

A) Needs assessment based on observational data and interviews, ideation, and prototyping
B) Empathy for end-user desires, a clear awareness of current state experiences, and identification of issues that can interfere
C) Staff interviews and PDCA cycle implementation
D) Review of system budget and resources, identification of solution, implementation, and 6- month check

2. A nurse is tasked with looking into a patient grievance and reporting the findings to the patient advocacy department. What is the BEST way to get detailed information about what occurred?

A) Conduct a Kaizen event.
B) Go to the Gemba.
C) Interview the patient advocate.
D) Read the patient's grievance.

3. Which is the BEST way to de-escalate a situation in which a patient is acting in an agitated, aggressive manner?

A) Keep hands in pockets.
B) Stand close to the patient.
C) Maintain a smile.
D) Use short, simple sentences.

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

A) Shaping organizational strategy
B) Identifying patterns and trends for organizational change
C) Providing opportunity for immediate recognition
D) Revealing needed facility-wide improvements

5. Referencing the Change Model graph below, where in these zones does "The Point of Decision" usually occur?

A) In between the "Zone of Adoption" and "Zone of Better Performance"
B) In between the "Zone of Disruption" and "Zone of Adoption"
C) At the midpoint of the "Zone of Status Quo"
D) In between the "Zone of Status Quo" and "Zone of Disruption"

Solutions: