The following is an example of a “good call” Simione Healthcare Consultants had with a home health agency’s intake department when it conducted a mystery call on behalf of the agency (see article on mystery calls).
 
Caller initials
RR
Agency
XXXXXXX
Call day/date
Monday
2/24/14
City/State
XXXXX, XX.
 
Caller call time/zone
12:47pm
ET
Phone #
XXX-XXX-XXXX
 
Hospice call time/zone
12:47
ET
           
 
Situation (Given only if asked)
Caller name
Sara
Where caller lives
St. Joseph
Diagnosis/situation
What is hospice?
Patient name
Sherman Moller
How caller heard
x
Barriers given
Didn’t know doctor's name, didn’t want to give out phone numbers
Greeting
Greeting
Hospice at Home, this is Lynn, how may I direct your call?
Gave their name?
Y
# Rings
0
Voice clear?
Y
May I help you?
Y
On hold (secs)
25
Pleasant?
Y
 
Transfer
Greeting
Hi this is Jennifer, how can I help you?
Gave their name?
Y
# Rings
0
Voice clear?
Y
May I help you?
Y
On hold (secs)
0
Pleasant?
Y
 
Person providing info:
Jennifer
 
Rating
Rating excellent (5) to poor (1)
Getting information/guiding the caller
1. Did not seem rushed or distracted
5
1. Asked caller name
Y
2. Cared about you, focused on needs and feelings
5
2. Asked patient name
Y
3. Communicated at your level of understanding
4
3. Asked how caller heard about them
N
4. Effectively handled your barriers and roadblocks
4
4. Asked about caller situation/why calling today
Y
5. Limited hospice info/used basic summary nutshell
4
5. Offered to contact the doctor for caller
N
6. Offered follow-up call/said what follow-up would be
5
6. Offered to schedule a visit to discuss needs
Y
7. Urged you to call back at any time
4
7. Urged and directed caller to schedule a visit
Y
8. Gave you a sense of help and reassurance
5
8. Caller would call again if needed help
Y
Total (out of 40)
36
Total Yes (out of 8)
6
Call time (mins)
11:00
Next step
 
Source: Simione Healthcare Consultants, Hamden, Conn.