Grading Criteria Details

Patient Interactions will be scored using a four letter-grade system. Each category that applies to a certain interaction will be given one of the following

• "A" - Very Good
• "B" - Good
• "D" - Poor
• "F" - Bad

The interaction will receive its final grade by calculating a GPA, or Grade Point Average, using the grades of the individual categories.

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

Inspire Trust (Professional, Confident, Knowledgeable, Appropriate summary of transaction)

Key Words / Definitions:

• Professional - respectful and considerate treatment of any person and/or company with whom we do business; "a person who is expert at his or her work"
• Confident - "sure of oneself and one's abilities"
• Knowledgeable - "possessing or exhibiting knowledge, insight, or understanding; well informed; perceptive."
• Appropriate - "particularly suitable; fitting; compatible."

Items falling within this category include but are not limited to

• Inappropriate or overuse of slang and/or technical dental terms
• Appropriate niceties
• Pace and tone are appropriate to patient and situation
• Appropriate hold procedure and language
• Explanation/awareness of process to paitent
• Sufficient summary of transaction
• Correct grammar/spelling
• Regard patient information according to HIPPA regulations

"Deal Breakers" - Items for which this category would be scored "F"

• Disparaging or inappropriate remarks made about other employees, the company, or anyone we do business with
• Incorrect information given about anything that is central to the patient doing business with us

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

Personalized Service (Assume service/treatment, Close the treatment plan.)

Key Words / Definitions:

• Assume the treatment - taking for granted that the patient is calling because they need/want to see a dentist. Answering their questions while leading them through to make the appt. and start treatment.

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

• Momentum
• Assuming the sale/Encouraging appointments and treatment

"Deal Breakers" - Items for which this category would be scored "F"

• Not assuming the appointment

Technical

This is simply a Pass/Fail category. The requirements are as follows:

• Collected necessary information
• HIPPA regulations
• Use of required elements, Patient name, leaving call back number