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The Beryl Institute CPXP Exam Syllabus Topics:

The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. Which nonverbal cue demonstrates empathy while performing service recovery?

A) Remaining in a standing position
B) Writing notes for reference
C) Acknowledging the concern
D) Maintaining eye contact

2. Who is ultimately responsible for ensuring that patient experience is strategically aligned with the goals of the organization?

A) Chief experience officer
B) Chief operating officer
C) Chief executive officer
D) Chief nursing officer

3. A healthcare organization wants to leverage their patient experience scores to support their brand messaging that the organization is a world-class health provider. Which data element would BEST support this campaign?

A) A year-to-date top-box score for Overall Rating 0 to 10
B) A 3-to-5-year series trend of the organization's overall percentile ranking on the national benchmark
C) A list of key drivers' performance within the past two fiscal years
D) A previous fiscal year's percentile ranking for Likelihood to Recommend on the state benchmark

4. 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

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

A) Total quality management
B) Plan-Do-Check-Act
C) Lean management
D) Experience-based co-design

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