Practitioner Analysis Scorecard

Overall Score

(0=Didn't do it, 1=Poor, 2=Average, 3=Excellent) (positive and negative)

Location:

Date/ Time:

Practitioner:

Patient Name:

3rd Party:

Sale Made:

0%

Summary

accuquesttraining.com videos to watch

DE Process
Introduction

Comments

Score

"What brings you in today?"

(3) Identify the core reason for the appointment. What drove PT to see you? *not ad or spouse

Last Hearing Test

(1) Learn the date, (3) Date, results, what was recommended, why PT didn't act, and educate PT

"What do you hope to accomplish today?"

(1) Asking, (3) Validate as your goal, transition into commitment

Commitment
(If no) "What is holding you back?", overcome patients objection, re-commit
"If there is any hearing loss are you willing to get help?"

0%

"What are some situations you have difficulty hearing in?"

(1) Asking, (3) Identify multiple lifestyle pain points and establish as COSI goals (Reference througout)

Medications
Work History
(1) Learn what PT did, (3) What PT did, how it influenced their hearing, etc. (possible cause for loss)

"Who do you know that has a hearing loss?"

(1) Learn who PT knows, (3) Dig for concerns, overcome concerns, seek a referral

Did the practitioner discuss the possible causes for the hearing loss?
(1) did it (3) referenced PT situations that may have contributed to hearing loss

Counseling and Education

Comments

Score

Anatomy of the ear

(1) Verbal description, (2) used ear & cochlea diagrams, (3) described w/ reference to forthcoming tests

Otoscope
(1) Used Otoscope, (3) Proper expectations given prior to looking inside ears

Auditory Deprivation
Clinical study

0%

(1) Reference a study, (3) Name institution and summarize actual results (bonus for physical copy)

Described hearing loss as Progressive, Permanent, and/ or Irreversible

(1) Just saying the word(s), (3) Giving examples and/ or really creating urgency

Discussed need to maintain what is left

(3) Explain how hearing aids maintain speech understanding

Personal story
(3) Relevantly adds impact to auditory deprivation

Familiar Voice Test

Comments

Score

Expectations
(3) Expect 100% correct, 1-2 missed is concerning, the more missed means more concern

0%

Results
(3) Review response example(s), tie to expectations, draw out emotional response *no minimizing loss

Discussed results with the third party

(3) Ask direct questions, draw out emotional response (get the 3rd party on your side)

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Audiogram

Comments

Score

Explained audiogram
(3) Explain axes, human speech "box", speech discrimination determines HA candidacy

Normal hearing vs. hearing loss

(3) "0-20db is normal, anything below 20db requires corrective treatment."

0%

Asked where patient expected to be on the chart

Commitment
"If you are a candidate for HA's, are you prepared to get help?"

Good News/ Bad News

(3) Bad News 1st, Good News 2nd, NO questions *no minimizing loss

Hearing Aid Demo

Comments

Prescription and Recommendation

Comments

Performed Demo
Notes:

Score

Discover if patient has preconceived notions of hearing aids

"What have you heard good and/ or not-so-good about hearing aids?"

How well did they overcome objections?

(3) Writes down concerns, resolves them all quickly, and gets back on track

5 most important things - Pick 2

(1) Patient chooses top two, (3) Reference PT's choices when giving recommendation

Style
Style has no bearing on cost (except one)
(3) Choose based on looks, comfort, and MOST appropriate for hearing loss

Used Audiogram Style Fitting Guide

(3) Appropriate styles shown, practitioner eliminates styles to 2-3 MOST appropriate w/ reasons WHY

0%

Get backup hearing aid if the RIC (RITE) not chosen

Technology
Used Technology Fitting Guide (Triangle or similar)
Technology recommendation based on a) Communication Needs b) Lifestyle and c) Budget (optional)

Explanaition of Technology Levels w/ COSI references

(3) Showed how each level could help with specific COSI goals to the patient

State that all recommendations are appropriate

(Patient understands that all presented technologies will help in the specific COSI areas)

Separate style and technology completely

(Technology is only introduced after patient chooses a single style)

Fight for the sale?

(1) Find out why, (2) Validate, (3) Tenacity - they need help!

Notes:

Skills/Objectives
Communication Basics

Comments

Score

Open Ended Questions

Strong use of questions to get the patient to talk - limited yes/ no questions

Restate
Validation
(Emotional Re-Direct) + (Power Statement) + (Follow Up Question)

0%

Body language
Tone
Does the tone convey care and concern?

Words
Did not use weak words like try, maybe, I think , etc.

Transitions
The DE moves fluidly from one portion to the next

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Professionalism

Comments

Score

Confidence
Parent/child relationship
Trust

0%

Credibility
Proper Expectations
Patient understands they will not hear like they were 20 again

Recommendation
Practitioner is clearly in charge and making recommendations as a medical professional

Emotional Connection

Comments

Score

Patient Goals (COSI)

Establishes and references PT's goals throughout and caters DE specifically to those goals

Connect/internalize hearing loss

(Does PT feel the impact of their loss? Can they feel the pain? Do they know what happens if they wait ?)

0%

Impact
(Auditory deprivation, Familiar Voice Test, Audiogram)

Urgency
3rd Party interaction
Involves the 3rd party at every level of the DE

Commitment

Comments

Score

Admit
Willingness
0%

Action
Tenacity
(Courage with consideration)

Sale Made

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