Real The Beryl Institute CPXP Questions | Cert CPXP Guide

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The Beryl Institute Certified Patient Experience Professional Sample Questions (Q131-Q136):

NEW QUESTION # 131
In which stage of the ADKAR change management model would recognition efforts MOST LIKELY take place?

A. Ability
B. Desire
C. Awareness
D. Sustainment

Answer: D

Explanation:
This question aligns with Organizational Culture and Leadership , specifically change management frameworks like ADKAR (Awareness, Desire, Knowledge, Ability, Reinforcement/Sustainment).
Recognition efforts most commonly occur in the Sustainment (Reinforcement) stage , making Option D correct. In this phase, organizations focus on reinforcing desired behaviors, maintaining momentum, and preventing regression to old habits. CPXP principles emphasize that recognition and reward systems are key strategies to embed change into organizational culture by acknowledging individuals and teams who demonstrate desired behaviors. While earlier stages (Awareness, Desire, Ability) focus on building understanding, motivation, and capability, recognition is most impactful after change has been implemented to ensure it is sustained over time. Reinforcement through recognition helps solidify long-term adoption and supports a culture of continuous improvement.

NEW QUESTION # 132
Which leadership action MOST supports a sustainable culture of patient experience improvement?

A. Delegating all patient experience work solely to the patient relations department
B. Reviewing patient experience scores privately at the executive level only
C. Waiting to address recurring concerns during the annual strategic planning cycle only
D. Setting clear expectations, conducting regular leadership rounding, and acting on feedback with visible accountability

Answer: D

Explanation:
This question belongs to Organizational Culture and Leadership because CPXP views leaders as central to shaping expectations, accountability, and the daily behaviors that sustain experience improvement. C is the best answer because it combines clear goals, active leadership presence, and follow-through on feedback. The Beryl Institute identifies accountable leadership with committed time and focused intent as a guiding principle for experience excellence, and its leadership resources describe leadership rounding as an essential practice for sustaining culture. Purposeful rounding also helps ensure that the voice of the patient is not only heard but acted on in a timely way. In contrast, A restricts transparency, B isolates ownership, and D delays action.
Sustainable patient experience culture requires visible, shared, and ongoing leadership engagement.

NEW QUESTION # 133
Which tactic is the BEST way to engage staff and gain buy-in?

A. Provide employees training in improving the patient experience.
B. Create a mandate that all employees participate in improving the patient experience.
C. Invite staff to participate in focus groups on improving patient experience.
D. Form a patient experience team with front-line staff to improve the patient experience.

Answer: D

Explanation:
This question aligns with Organizational Culture and Leadership , where engaging staff and building ownership are essential for sustainable patient experience improvement. The most effective tactic is forming a patient experience team with front-line staff , as it directly involves those closest to care delivery in designing and implementing improvements. CPXP principles emphasize that true buy-in comes from participation, ownership, and shared accountability , not just training or passive involvement. Option A (training) builds awareness but not ownership; Option B (focus groups) gathers input but lacks sustained engagement; Option C (mandates) often creates resistance rather than commitment. In contrast, involving front-line staff in a dedicated team empowers them to co-create solutions, fosters accountability, and strengthens a culture of continuous improvement aligned with patient-centered care values.

NEW QUESTION # 134
Who is required to be named in a resolution letter in response to a patient grievance?

A. The nurses and doctors who cared for the patient
B. The chief experience officer of the hospital
C. The hospital contact person
D. The nurse manager of the unit where the patient stayed

Answer: C

Explanation:
This question aligns with Partnership and Advocacy , particularly patient rights, communication, and regulatory compliance. According to patient grievance standards (e.g., CMS guidelines referenced in CPXP content), a resolution letter must include a designated contact person at the hospital for follow-up. Option A is correct because it ensures that the patient or family has a clear point of contact for questions or further concerns , supporting transparency and accessibility. Option B is incorrect because individual caregivers are not required to be named. Option C and D are not mandated roles in grievance responses. CPXP emphasizes that effective grievance handling includes clear communication, accountability, and providing patients with a direct connection to the organization , which is achieved by identifying a contact person in the resolution letter.

NEW QUESTION # 135
Which of the following is a method of qualitative analysis?

A. Constructive analysis
B. Connective analysis
C. Comprehensive analysis
D. Comparative analysis

Answer: D

Explanation:
This question aligns with Measurement and Analysis , particularly qualitative data analysis techniques.
Comparative analysis (Option C) is a recognized qualitative method used to identify patterns, similarities, and differences across data sources , such as interview transcripts, focus group responses, or patient comments. It helps uncover themes and insights that explain patient experiences and perceptions. Options A (constructive), B (connective), and D (comprehensive) are not standard qualitative analysis methodologies in CPXP or research practice. CPXP principles emphasize that qualitative analysis methods like comparative analysis are essential for interpreting narrative data, understanding patient perspectives, and identifying root causes behind experience outcomes. These insights complement quantitative data and support more targeted, patient- centered improvement strategies.

NEW QUESTION # 136
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Real The Beryl Institute CPXP Questions | Cert CPXP Guide

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The Beryl Institute Certified Patient Experience Professional Sample Questions (Q131-Q136):

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