Key Words / Definitions:
- Friendly– “characteristic of or befitting a friend (“Friend” – a person attached to another by feelings of affection or personal regard”)
- Empathetic– “the identification with or vicarious experiencing of the feelings, thoughts, etc., of another.”
- Apologetic– “expressing regret for having committed an error or rudeness.”
- Engaged– “busy; occupied; committed; involved.”
Items falling within this category include but are not limited to:
- Appropriate Opening and Closing
- Immediate Apology when necessary
- Appropriate response to patient’s comments/surroundings/situation
- Inattentiveness which requires the patient to repeat themselves
- Interrupting the patient
“Deal Breakers” – Items for which this category would be scored “F”
- Significant interrupting of the patient
- Rudeness to a patient or tone of voice