[Megan Bernstein]

Patient Case – Frustrated Patient
Evaluation of April Lederman:

Critical Behavior Etiquette Eval
Competency RATING
1. Orientation – 5
2. Verbal Clarity – 5
3. Active Listening – 5
4. Patient-Focused – 5
5. Tone of Voice – 5
6. Eye Contact – 5
7. Other Body Language – 5
8. Empathy – 5
9. Rapport – 5
10. Respect – 5
11. Therapeutic Alliance – 5
12. Environment – 5
Overall Rating – 5
Comments: April provided a safe, and welcoming environment for her frustrated patient. She provided empathy and built rapport in order to have a successful dialogue in which she provided the information her patient was seeking. She remained calm throughout the conversation and focused on the concerns that were raised. She had good eye contact and body language, building a therapeutic relationship with her active listening. She was thorough in the large amount of information she provided but wrapped it up nicely at the end in reassuring the patient that all information that she gave would also be emailed via the healthcare portal. Nice job!

Exam/Education Rubric
1. Identifies reason for the visit – 1
2. Confirms that patient agrees with the reason for the visit and accepts that it is delivered by telehealth – 1
3. Obtains history of symptoms or situation – 1
4. Obtains approaches/treatments patient has taken to address the issue – 1
5. Obtains allergy history- 1
6.. Conducts an appropriate physical using equipment at home, and/or other individuals to assist or provides telehealth education using appropriate learning style – 1
7. Discusses findings/Overview of education – 1
8. Develop plan (follow-up, referral, medication, etc.) – 1
9. Determines patient’s understanding of plan/education – 1
10. Determines how patient will get information on the visit (email, portal, secure text, etc.) – 1
Total Points 10/10

Participating in this activity provided us an opportunity to understand the environment of a telehealth appointment, having to think critically and creatively to get the information you need with what you have on hand. During my experience as a CNS providing information to a parent about her child’s developmental growth, I needed to think about how I could possibly gather the right information and exam of a small patient in this case. A “store and forward” approach to this would allow a parent to capture necessary videos of their child’s developmental progress on their own time, since it’s often challenging in a face-to-face environment to capture those assessments. Other developmental specialists, such as occupational therapy and physical therapy could also be involved in the appointment as needed. Thank you for this great opportunity. It was a great learning experience.

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