Call ID: 33131434-9016
Date: February 27, 2025
Appointment Modification
Existing patient
Sassana
Neutral
Good morning, thank you for calling. My name is Sassana. Can I help you? Hello, good morning. Good morning, ma'am. Yes, excuse me, I have an appointment today at 10.30. Please, I want to change it to 1.30 if there is any chance. Which doctor, ma'am, you have appointment? What is the name of the doctor? ma'am your voice is breaking ma'am are you loudspeaker sorry doctor dermatology sorry right ma'am I'm so sorry ma'am we don't have any other appointments to reschedule for you ma'am I'm so sorry doctors available right now ma'am until 3 p.m. only Okay Until 3 p.m. Yeah, otherwise if you want ma'am, you can come walk in ma'am before 11 a.m. I mean, is that okay for you? Yeah. Yeah. No, it's okay for me because I have I have Some work I have to finish it for this for that. So So when can I come? I can't come at 12.30, 1. Ma'am, you can come, ma'am, but that depends upon the patients waiting with the doctor, ma'am. So you do one thing, ma'am. After 12 p.m., kindly call and check, ma'am, at that moment how many patients waiting. Okay, okay. As of now, you can come walk-in maximum before 12 p.m. You can come walk-in as of now. But if you're coming after 12.30, please call and confirm before coming, okay? sure sure yeah sure okay anything else no thank you thank you my pleasure ma'am thank you for calling us you nice day bye
| Category | Subcategory | Score | Evidence |
|---|---|---|---|
| Opening | Greeting | 1/1 | Good morning, thank you for calling. My name is Sassana. Can I help you? |
| Clinic Identification | 0/1 | No clinic identification was provided | |
| Self Introduction | 1/1 | My name is Sassana | |
| Service Offer | 1/1 | Can I help you? | |
| Information Accuracy | Specialty Knowledge | 1/1 | Staff correctly identified the doctor's specialty (dermatology) |
| Branch Information | 0/1 | No branch information was provided | |
| Service Details | 1/1 | Staff provided information about walk-in service and appointment rescheduling | |
| Alternatives Offered | 1/1 | Staff offered walk-in service as an alternative to rescheduling | |
| Communication Quality | Active Listening | 1/1 | Staff listened to patient's inquiry without interruption |
| Clear Communication | 1/1 | Staff spoke clearly throughout the call | |
| Proper Language | 1/1 | Staff used appropriate language for a healthcare inquiry | |
| Empathy | 1/1 | Staff apologized for not being able to reschedule the appointment | |
| Service Efficiency | Prompt Response | 1/1 | Staff addressed the patient's inquiry promptly |
| Complete Information | 1/1 | Staff provided complete information about walk-in service and appointment rescheduling | |
| Problem Solving | 1/1 | Staff offered alternatives to rescheduling | |
| Call Management | 1/1 | Staff maintained professional control of the conversation | |
| Call Closing | Summary | 0/1 | No summary was provided |
| Next Steps | 1/1 | Staff provided next steps for the patient (call to confirm before coming after 12:30) | |
| Additional Help | 1/1 | Staff offered to help with any other questions | |
| Appreciation | 1/1 | Staff thanked the patient for calling |
| Category | Violation | Evidence |
|---|---|---|
| Privacy Breach | No | No patient information was disclosed inappropriately |
| Unprofessional Behavior | No | Staff maintained professional tone throughout the call |
| Medical Misinformation | No | No medical advice or information was provided |
| Refused Service | No | Staff did not refuse service and offered alternatives |