Call Evaluation Report

Call Summary

Call Type

Appointment Scheduling

Patient Status

Existing patient

Staff Name

Rehan Homnia

Patient Sentiment

Satisfied

Branches Discussed

Searing
Rayyan

Specialties Discussed

Pediatrics
Pulmonology
Gastroenterology
Endocrinology

Overall Assessment

PASS

Overall Score

90%

18/20

0 20

Strengths:

Strong opening with proper identification and greeting
Clear communication about doctor availability and appointment scheduling
Active listening and empathy shown by staff
Staff offered alternative solutions when pediatric doctor was not available

Areas for Improvement:

Staff did not summarize the conversation at the end of the call
Staff could have offered more information about other services available at the clinic

Training Points:

Implement standard call closing procedure including summary and appreciation
Provide more information about other services available at the clinic

Category Scores

Category Breakdown

Detailed Evaluation

Category	Subcategory	Score	Evidence
Opening	Greeting	1/1	Staff said: 'Good morning. Thank you for calling Asim Healthcare. This is Rehan Homnia.'
	Clinic Identification	1/1	Staff said: 'Thank you for calling Asim Healthcare.'
	Self Introduction	1/1	Staff said: 'This is Rehan Homnia.'
	Service Offer	1/1	Staff asked: 'How can I help you, ma'am?'
Information Accuracy	Specialty Knowledge	1/1	Staff correctly informed that pediatric doctor is not available at Searing branch
	Branch Information	1/1	Staff accurately identified Rayyan branch as an alternative for pediatric services
	Service Details	1/1	Staff clearly explained appointment availability with Dr. Mohamed Kunhi
	Alternatives Offered	1/1	Staff offered alternative branch (Rayyan) when pediatric doctor was not available at Searing branch
Communication Quality	Active Listening	1/1	Staff listened to patient's inquiry without interruption
	Clear Communication	1/1	Staff spoke clearly and provided necessary information
	Proper Language	1/1	Staff used appropriate language for a healthcare inquiry
	Empathy	1/1	Staff apologized when informing about unavailability of pediatric doctor at Searing branch
Service Efficiency	Prompt Response	1/1	Staff addressed patient's inquiry about pediatric doctor availability promptly
	Complete Information	1/1	Staff provided comprehensive information about appointment availability and doctor's name
	Problem Solving	1/1	Staff offered alternative branch and doctor when pediatric doctor was not available at Searing branch
	Call Management	1/1	Staff maintained professional control of the conversation
Call Closing	Summary	0/1	Staff did not summarize the conversation
	Next Steps	1/1	Staff informed patient to arrive early before the appointment
	Additional Help	0/1	Staff did not offer any additional help or assistance
	Appreciation	1/1	Staff thanked the patient for calling Asim Healthcare

Code of Conduct Compliance

Category	Violation	Evidence
Privacy Breach	No	No patient information was disclosed inappropriately
Unprofessional Behavior	No	Staff maintained professional tone throughout the call
Medical Misinformation	No	No medical advice or information was provided inaccurately
Refused Service	No	Staff did not refuse to provide service and offered alternative solutions

Service Gaps Identified

Pediatric doctor not available at Searing branch
Limited information provided about other specialties available at the clinic