Helpful (Follow-up through tasks, emails, call; thorough review of chart & TP; thorough with notes in comm. log, etc…)

Key Words / Definitions:

• • Thorough – “executed without negligence or omissions; complete; perfect”

Items falling within this category include but are not limited to:

• • Offers to hold, wait, or call the patient back when appropriate
  • Accurate information, parameters, notes entered in the account, comm. log, etc.
  • Anticipating and thoroughly meeting patient needs
  • Effectively and thoroughly answer patient questions
  • Follow-up when promised or when appropriate

• “Deal Breakers” – Items for which this category would be scored “F”

  • Not offering to call the patient back (when applicable)
  • Failing to follow up as promised