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

1. 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 mean increases, resulting in the standard deviation becoming 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, the median and mode become smaller. Thus, the standard deviation also becomes smaller.
D) As responses become more similar, they are closer to the mean, resulting in the standard deviation becoming smaller as well.

2. Which comment by a surgeon represents the BEST way to convey effective emotional support to a patient?

A) " We are going to do our best. Don ' t worry about a thing. "
B) " I ' ve done this before. We rarely have complications and you ' ll be fine. "
C) " I ' ve performed this procedure hundreds of times. I ' ll take great care of you. "
D) " Don ' t worry; I could do this procedure in my sleep. "

3. Which strategy is MOST important to ensure successful improvement outcomes?

A) Develop patient advisory councils to ensure that the patient and family voices are part of the organization ' s culture.
B) Develop an organizational performance dashboard with all goals and associated metrics updated on a regular basis.
C) Develop communication boards with updated performance metrics on all units throughout the organization.
D) Develop and communicate clear goals supporting the organization ' s mission and values, combined with consistent measurement and aligned behaviors.

4. Which is a central role for an effective facilitator?

A) Encourages the group to focus on outcomes
B) Identifies the most useful suggestions from the group
C) Creates and sustains a participatory environment
D) Guides the discussion to avoid conflict among participants

5. When engaged in organizational transformation, which of the following is directly proportional to the probability of success?

A) Senior executive ' s commitment and level of personal involvement
B) Cross functional accountability experienced in the organization
C) Competency and knowledge of management and the front-line staff
D) Degree to which adequate preparation and planning occurred at the onset

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