Question 1

A patient experience professional is asked by leadership to develop an action plan for improvement based on the measurement of a key driver question. Which step should the patient experience professional take FIRST?

Options :

A : Implement a patient and family focus group.

B : Create patient satisfaction measurement tools.

C : Reward and recognize staff to reinforce good behavior.

D : Obtain the latest satisfaction measurements.

Answer: D

Question 2

Which approach BEST demonstrates meaningful partnership with patients and families in organizational improvement?

Options :

A : Asking patients to react to a completed solution after leadership has already approved it

B :

Including patient and family advisors as ongoing members of improvement and design work from planning through evaluation

C : Using only complaint data as the organization’s patient voice

D : Limiting patient participation to annual recognition events

Answer: B

Question 3

Which strategy is MOST important to ensure successful improvement outcomes?

Options :

A :

Develop communication boards with updated performance metrics on all units throughout the organization.

B :

Develop an organizational performance dashboard with all goals and associated metrics updated on a regular basis.

C :

Develop patient advisory councils to ensure that the patient and family voices are part of the organization ' s culture.

D :

Develop and communicate clear goals supporting the organization ' s mission and values, combined with consistent measurement and aligned behaviors.

Answer: D

Question 4

What do patient feedback measures capture patient perceptions of?

Options :

A : What and when things happened

B : What and how frequently things happened

C : Where and when things happened

D : Where and how frequently things happened

Answer: B

Question 5

Which is the MOST significant benefit when being transparent with a provider’s patient experience data?

Options :

A : Encouraging competition among high performers

B : Identifying top performers for the purpose of recognition

C : Creating a sense of urgency and accountability for improvement

D : Identifying where positive practices are occurring

Answer: C

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