Patient Interaction: (Friendly, Empathetic, Apologetic, Aware, Engaged)

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