Call Assessment Report - Appointment Modification

Call Details

Call Type: Appointment Modification

Patient Status: Existing patient

Patient Name: Shakir

Specialty Discussed: Dermatology

Services Discussed: Appointment rescheduling

Patient Sentiment: Neutral

Overall Assessment: PASS

The agent scored 18 out of 20 possible points (90%), which is a passing grade.

Raw Score: 18

Total Possible: 20

Percentage: 90%

Evaluation Categories Scores by Category

50%

Opening

75%

Information

100%

Communication

100%

Efficiency

75%

Closing

Opening Metrics

Greeting

Clinic ID

Self Intro

Service Offer

Closing Metrics

Summary

Next Steps

Add. Help

Appreciation

Assessment Details

Strengths

Staff provided clear information about the availability of time slots
Staff offered alternative time slots and advised the caller to call again the day before to confirm the doctor's schedule
Staff maintained professional control of the conversation

Improvement Areas

Staff did not identify the clinic name
Staff did not summarize the conversation

Training Points

Ensure that staff identify the clinic name at the beginning of the call
Provide training on summarizing the conversation at the end of the call

Service Gaps

The clinic's schedule was not available for the requested time slot

Code of Conduct Compliance

Privacy Breach: No violation - No patient information was disclosed inappropriately
Unprofessional Behavior: No violation - Staff maintained professional tone throughout the call
Medical Misinformation: No violation - No medical advice or information was provided
Refused Service: No violation - Staff did not refuse to provide service to the caller

Call Transcript Summary

The caller, Shakir, contacts the clinic to reschedule an appointment. The staff member checks the availability and informs the caller that the requested time slot is not available. The staff member offers alternative time slots and advises the caller to call again the day before to confirm the doctor's schedule. Opening: "Hi, good evening. How are you? Let me help you." Closing: "Thank you so much. Have a great night."