Question 1

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

Question 2

Which is a critical characteristic of effective feedback?

Options :

A : Comprehensive

B : Empathetic

C : Timely

D : Transparent

Answer: C

Question 3

What are three MOST important dimensions for improving the relationship between the patient and provider?

Options :

A : Emotional connection, partnership, and using the scientific method

B : Emotional connection, agreement on treatment, and willingness to listen

C : Partnership, Socratic questioning, and support

D : Agreement on treatment, partnership, and Socratic questioning

Answer: B

Question 4

The patient and family advisory council (PFAC) of a large healthcare institution is asked to give input on the design of a new ICU. Using experience-based co-design, it would be best for the PFAC to focus its energies on which component FIRST?

Options :

A : Aesthetics of experience, focusing on usability

B : Engineering, focusing on reliability and safety

C : Performance, focusing on functionality

D : Structure, focusing on building construction

Answer: A

Question 5

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