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The Beryl Institute CPXP Exam Syllabus Topics:

SectionObjectives
Patient, Family, and Community Engagement- Engagement strategies
  • 1. Community partnership development
    • 2. Patient and family advisory councils
      Human Experience Principles- Foundations of human experience in healthcare
      • 1. Communication and empathy
        • 2. Safety, dignity, and respect in care delivery
          Strategy and Design- Experience strategy development
          • 1. Experience transformation initiatives
            • 2. Service design and journey mapping
              Leadership and Accountability- Organizational leadership commitment to patient experience
              • 1. Accountability structures and roles
                • 2. Executive sponsorship and governance
                  Culture and Engagement- Building a patient-centered culture
                  • 1. Staff engagement and empowerment
                    • 2. Values-based behaviors and alignment
                      Measurement, Analysis, and Performance Improvement- Patient experience measurement systems
                      • 1. Survey tools and feedback mechanisms
                        • 2. Data analysis and reporting

                          The Beryl Institute Certified Patient Experience Professional Sample Questions:

                          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. Empathy for end-user desires, a clear awareness of current state experiences, and identification of issues that can interfere
                          • B. Review of system budget and resources, identification of solution, implementation, and 6- month check
                          • C. Staff interviews and PDCA cycle implementation
                          • D. Needs assessment based on observational data and interviews, ideation, and prototyping
                          Reveal Solution  Discussion  0

                          Correct Answer: D  🗳️

                          Explanation: Only visible for PrepAwayETE members. You can sign-up / login (it's free).

                          Which of the following introductions would BEST help a physician build trust and begin to earn confidence from a patient?

                          • A. " Good afternoon, Mrs. S. I ' m Dr. Jones. What brings you in today? "
                          • B. " Good afternoon, Mrs. S. I ' m not quite sure how to pronounce your last name. I ' m Dr. Jones, an emergency medicine doctor here at this hospital. Why are you visiting the emergency department today? "
                          • C. " Good afternoon. I want to make sure that I pronounce your last name correctly. Could you help me with this? Thank you. I ' m Dr. Jones, an emergency medicine doctor. "
                          • D. " Good afternoon. I want to make sure that I pronounce your last name correctly. Could you help me with this? Thank you. I ' m Dr. Jones, an emergency medicine doctor. We are going to take good care of you. "
                          Reveal Solution  Discussion  0

                          Correct Answer: D  🗳️

                          Explanation: Only visible for PrepAwayETE members. You can sign-up / login (it's free).

                          What should healthcare organizations do to ensure more equitable health outcomes and a better patient experience?

                          • A. Provide comprehensive diversity and inclusion training for all staff.
                          • B. Engage the communities they serve in understanding the bias they believe exists.
                          • C. Work closely with community organizations to bring care to where people are.
                          • D. Ensure an understanding of the social determinants of health that influence a patient ' s life.
                          Reveal Solution  Discussion  0

                          Correct Answer: D  🗳️

                          Explanation: Only visible for PrepAwayETE members. You can sign-up / login (it's free).

                          In analyzing an organization ' s patient experience data, the patient experience professional observes that the standard deviation gets smaller as the responses become more similar for each question. Which is the BEST explanation for this phenomenon?

                          • A. As responses become more similar, the median and mode become smaller. Thus, the standard deviation also becomes smaller.
                          • B. As responses become more similar, the more different respondents are from each other, resulting in the standard deviation becoming smaller.
                          • C. As responses become more similar, they are closer to the mean, resulting in the standard deviation becoming smaller as well.
                          • D. As responses become more similar, the mean increases, resulting in the standard deviation becoming smaller.
                          Reveal Solution  Discussion  0

                          Correct Answer: C  🗳️

                          Explanation: Only visible for PrepAwayETE members. You can sign-up / login (it's free).

                          What is the first step in the Kotter 8-Step process for leading change?

                          • A. Identify change objective.
                          • B. State a clear strategic vision.
                          • C. Create a sense of urgency.
                          • D. Build a guiding coalition.
                          Reveal Solution  Discussion  0

                          Correct Answer: C  🗳️

                          Explanation: Only visible for PrepAwayETE members. You can sign-up / login (it's free).

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