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Patient Experience Press Bookstore
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Supporting Your Patient Experience Journey

A library of resources for those that contribute to a positive healthcare experience for patients, families and the community. Browse through the publications and find educational resources to support your professional development and improve the patient and family experience.

Members of the Institute receive discounted pricing. All publications are hard copy unless otherwise noted. Please allow 5 - 10 business days for standard delivery. International shipping fees will apply.


CPXP Workbook: A Preparation Guide for the Certified Patient Experience Professional Examination
$35 Members/$45 Guests

Developed by The Beryl Institute with input from current CPXPs, this workbook offers recommendations and important considerations as you develop a personal study plan in preparation for the CPXP examination offered through Patient Experience Institute. The workbook includes an overview of CPXP designation including eligibility requirements and classification system, comprehensive listing of all domains, tasks, knowledge and skills tested on the CPXP examination with action recommendations and suggested resources to increase your development in each area, a self-assessment to evaluate your current skills and knowledge for each task reflected in the CPXP Classification System and a template to develop a personal study plan based on self-assessment and knowledge and skill gaps identified. In addition, this workbook includes an appendix with a glossary of important terms, suggestions on forming study groups and links to additional resources.

Note: This publication is included as part of CPXP Prep Course registration. For more information on prep courses, click here.


In the Name of the Patient
$59 Members/$79 Guests

This publication is a comprehensive resource for healthcare Patient Advocates. It addresses consumer advocacy, patient representation and special challenges such as complaint management, quality improvement, ethical issues, legal, risk management and compliance with regulatory standards. Originally published by SHCA (Society for Healthcare Consumer Advocacy) in 1985, In the Name of the Patient has been a coveted resource for Patient Advocates in all situations, whether acting as individual practitioners or part of teams in large health systems. Updated by the Patient Advocacy Community of The Beryl Institute, the leading source of educational programming for healthcare Patient Advocates and Patient Experience, the 2014 edition is complete with templates, case studies and a glossary of patient advocacy-related terms.


A Patient-Centered Approach to Handling Complaints and Grievances
$20 Members/$30 Guests

Created by the Patient Advocacy Community of The Beryl Institute, this guide assists Patient Advocates, and others in healthcare organizations, to anticipate, meet and exceed the expectations of patients receiving care. The handbook explores the history of the creation and evolution of the CMS regulations, the intent of the guidelines and examples of policies to assist Patient Advocates in managing grievances and complaints more effectively in their organizations.




Expanded Edition: The Written Word: Guidelines for Responding in Writing to Patient Concerns (Flash Drive)
$50 Members/$75 Guests

Thoroughly revised and updated, this product includes the latest guidelines and recommendations for written responses to patient concerns and grievances. The Word file response letter templates are organized on a flash drive for easy download and editing to fit the needs of the situation. This compilation is conveniently organized by type of concern or grievance.

A bonus feature included in this edition is a decision matrix that will assist your staff in consistency in determining if cases are standard complaints or if they qualify as a grievance (based on CMS Grievance Guidelines).


The Sky is Falling...So They Called Me: Volumes One and Two
$30 Members/$45 Guests

These publications are a compilation of true stories about the best, worst, saddest and funniest experiences of the authors in the patient advocate profession.



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The Beryl Institute
550 Reserve St., Suite 190 #26
Southlake, Texas 76092