The Beryl Institute Certified Patient Experience Professional 認定 CPXP 試験問題:

1. What is a starting point for change management that can affect how leaders, health workers, and staff engage with the patient experience professional?

A) Hiring new staff who agree change is needed
B) Setting a timeline for change that coincides with performance evaluations
C) Awareness of the need for change and why the change matters
D) Skills training to make the change successful

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

A) " 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. "
B) " 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. "
C) " 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? "
D) " Good afternoon, Mrs. S. I ' m Dr. Jones. What brings you in today? "

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

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

4. Which BEST describes a team that has reached consensus?

A) At least 90% of the team members felt included and participated in discussions, sharing their opinions about the issue.
B) All team members are involved in the final solution and are committed to supporting the decision.
C) At least 90% of the team members totally agree with the decision.
D) All team members answer that they are happy with the decision.

5. What is the FIRST step in creating cultural change in an organization?

A) Creating a sense of engagement
B) Creating empathy among employees
C) Creating a sense of commitment
D) Creating a sense of urgency

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