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The Beryl Institute Certified Patient Experience Professional Sample Questions:

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

A) Quantitative
B) Anecdotal
C) Qualitative
D) Quality

2. Which type of research captures insights through observation of processes and subjects in their natural environment?

A) Quantitative analysis research
B) Ethnographic research
C) Experience design research
D) Process design research

3. A clinician ' s understanding of which factors has the GREATEST effect on their ability to manage a patient ' s care and anticipate the outcome of treatment?

A) The attitude of the patient ' s family toward the patient
B) The clinician ' s personal attitudes, preferences, and personal values
C) The patient ' s attitudes about the diagnosis, care, and treatment
D) The patient ' s attitudes, preferences, and personal values

4. Which is the MOST important initial strategy used to influence and effect positive change when enhancing the patient experience?

A) Understand the impact on staff.
B) Provide knowledge of how to change.
C) Create awareness of the need for change.
D) Create the desire to participate and support the change.

5. When implementing a patient experience cultural transformation following John Kotter ' s 8-Step Change Model, what step comes AFTER creating a sense of urgency?

A) Making change a continuous process
B) Forming a guiding coalition
C) Creating a strategic vision
D) Removing barriers to change

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