Certificate Programs
How do I access the Body of Knowledge Courses?
The courses are accessed through PXLearning.org. Information on how to access your account and course(s) will be provided once registration is confirmed and payment is received. Please allow one business day for activation of your PXLearning account before accessing.
Is there a specific order one must follow when completing the Body of Knowledge courses?
There is not a specific order required when competing the courses. Each participant can determine the best order to complete the courses based on your individual schedule, learning needs and goals.
Is there a time limit in completing the Body of Knowledge courses?
Individuals can complete the course(s) at your own pace, there is no time limit.
Can I complete more than one certificate?
BOK participants who have completed BOK courses and paid the associated fees can apply their completed courses and fees to a certificate program with additional requirements of their choice.
Can I preview an on-demand learning session?
Yes, you can preview The Experience Movement: From Foundations to the Future on-demand learning session here.
Can several staff members at one facility participate with one registration fee?
No, due to the learning platform and facilitated virtual classroom setting, the courses are for individual participation. However, volume pricing is available for a group of 10 or more from an organizational or group member of the Institute. Contact us for more information.
What is the difference between a certificate program and a certification?
A certificate confirms that you completed a specific course or program of study (a sequence of courses). Certificates are usually awarded by educational institutions, and they are used to demonstrate knowledge and skills in a particular subject area.
In comparison, certification is a process by which you verify that you have the required skills, knowledge and ability to perform a specific job. It involves meeting specific requirements, such as completing a certain amount of education or training, passing an exam, and meeting ongoing continuing education requirements.
How do Body of Knowledge courses tie into CPXP Certification?
Completion of Body of Knowledge courses provides the most comprehensive overview of content to support preparation for the patient experience certification exam offered by Patient Experience Institute (PXI). Through PXI, the courses have been accredited to offer Patient Experience Continuing Education Credits (PXEs). The PXEs earned can be applied towards certification/recertification as a patient experience professional. While the Body of Knowledge provides one of the most comprehensive reviews of patient experience knowledge available, completion of the associated courses is not required to take the CPXP exam, nor does completion of the courses (as with any preparation method) guarantee a passing score on the CPXP exam.
What is the cancellation policy?
Cancellations or requests for refunds must be received in writing to The Beryl Institute via email to pxlearning@theberylinstitute.org within 14 days of registration.
A cancelled registration may be eligible to receive a full refund less $50 for the service fee under the following conditions:
- If any of the course materials have been accessed/viewed or a virtual class was attended, the refund will be allocated minus the service fee and the current individual course rate for the course(s) accessed/viewed or attended.
- Cancellation requests received after 14 business days will not be refunded.
Can I transfer credit to or substitute another individual from my organization?
A transfer credit for the purchased courses may be granted to the organization and used by another individual within the organization if the courses or virtual class have not been accessed or viewed. Substitutions are not allowed once the courses have been accessed/viewed or a virtual class was attended.
CPXP Prep Course
How do I access the CPXP Prep Course?
Information on how to access your PXLearning account and coursework will be provided within one business day once registration is confirmed and payment is received.
How long will I have access to the CPXP Prep course?
The course will be accessible from the PXLearning site for one year from the date of enrollment regardless of your exam window.
Will completing the prep course guarantee that I pass the CPXP Exam?
While the CPXP Preparation Course provides a comprehensive review of the knowledge in the four domains of the CPXP classification system, completion of the course (as with any preparation method) does not guarantee a passing score on the CPXP Exam.
Is there a separate study guide available for the CPXP Exam?
The Beryl Institute does not have a study guide available for purchase. The CPXP Prep course includes a list of various resources that may aid in preparation. The Patient Experience Institute provides a CPXP Handbook that includes the full CPXP classification system and list of recommended references.
How do I join a study group?
There are three ways that you can participate in virtual study groups:
CPXP Prep Community: Institute members who purchase the CPXP Prep Course are added to the online CPXP Prep Community. This group allows members to ask questions, share resources, and engage in discussion with fellow CPXP candidates.
Study Sessions: Participants in the CPXP Prep Course can sign up to attend facilitated study sessions via Zoom. Content is not presented. Study sessions follow the same format allowing participants to:
- Discover preparation tips and exam insights from recent CPXP recipients
- Collaborate with fellow candidates on answers to your questions
- Share other helpful resources
Patient Experience Institute: PXI offers a work group for all CPXP candidates during each exam preparation window through which individuals in the upcoming test window can connect, share learning, and form study groups. This is included in your exam application fee and you will access to this resource upon approval of your application.
Is the CPXP exam fee included in the cost of the prep course?
Completion of the CPXP Preparation Course is not required to take the CPXP exam. The prep course does not include the cost to take the exam. To apply to take the exam, visit the Patient Experience Institute.
Is there a practice exam available for the CPXP Exam?
Patient Experience Institute offers an online CPXP practice exam for the fee of $50. The practice exam is available to any potential CPXP exam candidate and consists of 50 multiple choice questions that reflect the 4 domains of the CPXP exam.
Do you offer a group rate for CPXP Prep?
Groups of five (5) or more from one organization can receive $50 off the corresponding member or non-member price when purchased together on one invoice.
How can I apply for the CPXP exam or recertify my CPXP designation?
The CPXP exam and certification is managed by the Patient Experience Institute. Please visit their site or contact them directly for questions regarding the exam, certification, and recertification.
What is the refund policy?
Since the CPXP Prep Course includes digital materials accessible from the PXLearning site, transfers to another person and/or refunds will not be issued once you have logged into the site.
A cancelled registration may be eligible to receive a full refund less $50 for the service fee if the request is received in writing to The Beryl Institute at pxlearning@theberylinstitute.org within 14 days of registration as long as the registrant has not accessed the site. Cancellation requests received after 14 business days will not be refunded.
Can I transfer the registration to or substitute another individual from my organization?
A transfer credit for the purchased course may be granted to the organization and used by another individual within the organization if the PXLearning site has not been accessed by the original registrant. Substitutions are not allowed once the site has been accessed.
Foundations of Volunteer Management
When will the Foundations of Volunteer Management program be available?
Based on feedback from our volunteer professionals community, we are currently reviewing the content and redesigning this program. It will include on-demand modules and virtual classes similar to the Body of Knowledge (BOK) courses. These modules will be the foundational knowledge for the Certificate of Volunteer Management. If you are interested in receiving this certificate, you can get started with the seven designated BOK courses and then complete the volunteer management modules once they are available.
How do I complete the Certificate of Volunteer Management?
To receive the certificate of completion for the Certificate of Volunteer Management, you will register for and complete the Foundations of Volunteer Management program (redesign is underway), as well as, seven designated BOK courses. More information can be found here.
How do I receive the Certificate of Volunteer Management if I previously completed the Foundations of Volunteer Management program?
To receive the certificate of completion for the Certificate of Volunteer Management you can register for and complete seven designated BOK courses. More information can be found here.
Does The Beryl Institute offer a prep course for the Certified Administrator of Volunteer Services (CAVS) exam?
Currently, we do not offer a prep course for the CAVS exam.
PX 101
What is PX 101?
PX 101 equips healthcare organizations with a foundational, easy-to-use educational toolkit to support and enhance your culture of patient experience excellence by building patient experience knowledge and skill for all employees across an organization. PX 101 provides materials and activities to facilitate discussions on what patient experience is, what to consider in ensuring the best experiences for all, and how all roles within a healthcare organization impact experience excellence.
Who Developed PX 101?
PX 101 is a community-inspired and developed resource. A number of patient experience community members participated in several focus groups offering suggestions on resource elements, content and format. It’s been thoughtfully designed based on instructionally-sound adult learning principles with content guidance provided by patient experience subject matter experts and users in the field (people like you and me).
What's included in PX 101
This educational toolkit provides up to 3.5 hours of customizable content tailored to your care setting, organization’s branding and culture. It is designed to be an in-person, facilitator-led educational offering along with several tools that can be used for reinforcement. This resource will enhance your patient experience journey and is not intended to be used in isolation or as a stand-alone resource. Linking the education to your overall patient experience efforts is critical to see the desired impact this resource offers. The toolkit consists of the following components:
- Resource Overview
- Classroom Sessions (7) – PowerPoints, Facilitator Notes, and Participant Handouts
- Reinforcement Whiteboard Videos (7)
- Leader-led Reinforcement Activities (16)
- Introduction to Patient Experience 101 PowerPoint (Introduction for Leaders)
- Patient Experience 101 Guide for Leaders (Includes follow-up activities)
To help you get started, The Beryl Institute provides a 30-minute implementation session to support those preparing to deliver/facilitate PX 101.
Who is PX 101 for?
This is a multi-faceted resource that you can use as part of an overall strategy to introduce, support or reinforce patient experience excellence in your organization. It is designed to be used in all types of facilities (hospital, acute care, physician practice, rehabilitation, hospice, etc.) and is appropriate for all team members throughout your entire organization (both clinical and non-clinical roles). The topics are suitable for new employees (e.g. new employee orientation) and experienced team members (e.g. annual education sessions).
Do I have to be a member to purchase PX 101?
PX 101 is available to both members and nonmembers. While membership is not required, organizational members do receive additional savings with discounted pricing.
When is the best time to implement PX 101?
Since this resource is not intended to be used in isolation or as a stand-alone resource, it can be used immediately to enhance your patient experience journey. Linking the education to your overall patient experience efforts is critical to see the desired impact this resource offers. We do recommend that you use the Introduction to PX 101 presentation as means to introduce PX 101 to your leadership prior to using.
How do I access PX 101 after purchase?
Once payment is received, please expect to receive an email with a document highlighting instructions and guidelines for downloading PX 101 from the PXLearning site.
Is there a specific order one must follow in leading the PX 101 sessions at an organization?
There are several ways you can present PX 101. The sessions are not numbered; therefore, they can be used individually or linked together in a series. The Resource Guide provides multiple recommendations and suggestions on use.
What are the customization capabilities of PX 101?
PX 101 provides up to 3.5 hours of customizable content tailored to your care setting, organization’s branding and culture. Each session includes options for customization. While each session PPT includes a copyright, permission is granted to customize the presentation by adding your organizational logo as desired. Icons in the Facilitator Notes suggest places where you have the option to customize the materials by adding or substituting your own model, framework or statistics. The materials provide guidance without demanding use of a single model; the goal is to support your patient experience efforts, not serve as a replacement for them.
Can I use PX 101 for onboarding staff?
Yes, PX 101 is ideal for orientation programs. See “Who is PX 101 for?”
Can the content be integrated into a learning management system (LMS)?
While the sessions are designed as facilitator led education and not formatted to be delivered as a stand-alone on-demand module(s), the file formats of the resources included are PDFs, PowerPoints and Word documents which can technically be uploaded into any LMS.
Who is best to lead and/or facilitate PX 101 at my organization?
Because PX 101 includes everything you need to successfully present the education and ensure consistency, you can involve multiple people in facilitating PX 101. Professionally developed PowerPoint slides guide the flow of the session, help the Facilitator stay on track, and provide a high level of visual interest. The Facilitator Guide (placed in the Notes section of the PPT for convenience) allows the Facilitator to focus on the presentation of the session and involvement of the participants and includes all key content, directions for exercises, timing, key questions and expected responses from participants. We recommend individuals who have some knowledge in your patient experience efforts and experience in facilitation as best suited to deliver PX 101.
Does the purchase of PX 101 include implementation or “train the trainer” support from The Beryl Institute?
To help you get started, The Beryl Institute provides a 30-minute implementation session to support those preparing to deliver/facilitate PX 101.
Does PX 101 offer Patient Experience Continuing Education Credits (PXEs)?
No, PX 101 is a multi-faceted resource that can be used in a variety of ways with the ability to customize many components, thus the resource is not eligible for PXEs. However, you can review the eligibility requirements and apply to offer PXE credit through the Patient Experience Institute.
What is the refund policy for PX 101?
Since PX 101 is a digital toolkit of materials accessible using a link to download the materials from the PXLearning website, refunds cannot be issued once the access link is sent to you.
Introduction to Patient Experience
What is Intro to PX?
Intro to PX is a series of three 30-minute interactive, on-demand learning modules designed for use across your entire healthcare organization:
- What is Patient Experience?
- The Ripple Effect of Patient Experience
- Connecting to Your Purpose
How was Intro to PX designed?
Intro to PX was developed based on years of learnings from our patient experience community. The content for Intro to PX is based on the community’s contributions used in PX 101, a highly acclaimed learning program designed for facilitated, in-person training. Intro to PX incorporates some PX 101 content with added elements for an on-demand learning experience.
Who is Intro to PX for?
Intro to PX is designed for healthcare organizations ready to inspire and educate everyone in their workforce to understand and “own” the patient experience. Access to the on-demand modules is exclusively for organizational members.
How do I access Intro to PX?
When you sign up or renew your organizational membership, you will be given a certain number of “seats” for your learners. You will be asked to designate a user manager to oversee Intro to PX access for your organization. This user will have the ability to upload learners to our on-demand platform and track their progress. Accessing the on-demand modules for individual learners is a simple process of “click and go.” You will not need to host these learning modules on your own LMS. *For information on options to upload Intro to PX to your LMS, keep scrolling to the bottom of these FAQs.
How many Intro to PX “seats” are available to me?
With an organizational membership, you receive access for a certain number of learners based on your FTEs:
| FTEs | Learners Per Year* |
|---|---|
| Up to 5,000 | 100 |
| 5001 – 10,000 | 250 |
| 10,001 – 25,000 | 500 |
| 25,000 + | 1,000 |
Additional seats are available for a nominal fee of $8.00 per learner. Uploading additional learners is easy and at the discretion of the Intro to PX organizational user manager.
- You will be automatically invoiced quarterly for additional learners beyond the number allocated for your organization.
- Once a learner is uploaded to the on-demand platform, that seat is considered used and is not transferable to another learner.
Where or how would I use Intro to PX? What associated metrics should we consider?
This is up to the individual organization using Intro to PX. The intention is that Intro to PX be shared broadly across your organization with all roles and departments. Since every person in a healthcare organization impacts patient experience--the ones who interact with patients and those who don’t--we recommend Intro to PX be required for your entire workforce. Some organizations may choose to use Intro to PX as part of the new employee orientation process while others may want to use it as a recurring competency review given quarterly or annually. As you customize your patient experience efforts to fit your organization’s culture and current education delivery methods, consider how best to “plug in” Intro to PX to an existing process or program.
User managers have the ability to run reports that track the progress and module completion for their learners. Using this as a foundation for metrics will enable you to measure improvements within specific areas working through the three modules.
Additional associated metrics are something you should customize. For example, if the intention is to educate staff across all areas and roles, the metric might be focused on how many people in your organization complete the module. Alternatively, if it is a targeted effort to improve employee engagement, the metrics would be related to improving those scores. The metric you choose would also depend on how you choose to roll out Intro to PX across your organization.
Can I upload Intro to PX to my own LMS?
Yes, uploading Intro to PX to your own LMS is another option for organizations using Intro to PX but is not included with membership. The modules are not customizable. Additional fees apply. This option requires the ability to load SCORM files into the organization’s LMS with the assistance of your IT or Learning Teams. Once you have purchased and uploaded the SCORM files, they are yours to keep with no subscription fees or other associated costs.
If I want Intro to PX to upload to my own LMS, what are the additional fees?
Intro to PX is included with membership only when uploading individual learners to our on-demand platform. If you want to purchase Intro to PX for your LMS, the fee structure is as follows:
| FTEs | Investment |
|---|---|
| Up to 5,000 |
$5,000 |
|
5,001 – 10,000 |
$10,000 |
|
10,001 – 25,000 |
$15,000 |
|
25,001 - 50,000 |
$20,000 |
|
50,001 - 100,000 |
$25,000 |
|
100,001+ |
$30,000 |