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The Beryl Institute CPXP Exam Syllabus Topics:

The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. What do patient feedback measures capture patient perceptions of?

A) Where and how frequently things happened
B) Where and when things happened
C) What and when things happened
D) What and how frequently things happened

2. Which statement BEST describes HCAHPS?

A) A financial benchmarking tool for payer reimbursement performance
B) An internal employee engagement survey used only for hospital workforce culture
C) A complaint-resolution workflow used only in ambulatory clinics
D) A national, standardized, publicly reported survey of patients' perspectives of hospital care

3. Which is a fundamental rule to follow when creating data illustrations?

A) Maintain a ratio of 1:2 between the vertical and horizontal axes.
B) Label everything appropriately so that the reader does not misinterpret the data.
C) Use plenty of text and special graphing features in order to clearly communicate to the reader.
D) Accompany the graph with a brief narrative description.

4. Which are the MOST utilized data sources for evaluating service?

A) Post-visit phone call feedback
B) Patient (or family) complaints and patient satisfaction data
C) Compliment data and focus groups
D) Service recovery logs and community advisory committees

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

A) 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.
B) 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.
C) 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.
D) 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.

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