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.