Practitioner Analysis Scorecard

Overall Score

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

Location:

Date/Time: at:

Practitioner:

Patient Name:

3rd Party: No

Sale Made: No

0%

Reason Not Sold:

Summary
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accuquesttraining.com videos to watch

DE Process
Introduction

Discover Core Motivation

Comments

Score

(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 are some situations you have difficulty hearing in?"

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

Establishes COSI goals based off of pain points.

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?"

Medications

Hearing History

(1) Learn what PT did for work, (3) Learn possible causes for loss - noise exposure, medical history, etc.

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

0%

(1) Learn who PT knows, (2) "Does anyone have HA's?" , (3) Dig for any 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 lead to the loss multiple times

Counseling and Education

Anatomy of the ear

Comments

Score

(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
Referenced a Clinical study

0%

Described hearing loss as Progressive, Permanent, and 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. (cannot cure HL)

Personal story

(1) Used a personal story, (2) Story had emotional impact, (3) Related to risks of untreated HL

Familiar Voice Test

Expectations

Comments

Score

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

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

Explained audiogram

Comments

Score

(3) Explain axes, human speech "box", speech understanding 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

Recommit

(1) Asked commitment question, (3) Addresses any existing/new concerns - firm commitment

Good News / Bad News

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

Prescription and Recommendation

Discover if patient has preconceived notions of hearing aids.

Comments

Score

"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)

(1) Used fitting guide (3) Based on lifestyle, budget (if Pick 2/d choice)

Explanation 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 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) Ask why PT is hesitant, (2) Validate concern, (3) Tenacity, get PT the help they need!

Skills/Objectives
Communication Basics

Open Ended Questions

Comments

Score

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

Restate

Validation

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

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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0%

Professionalism

Authority

Comments

Score

(Confidence + Parent/Child Relationship)

Trust

Credibility

Proper Expectations

0%

(Expectations set for tests/procedures - Otoscope, FVT Audiogram, expectations set for Has)

Emotional Connection

Patient Goals (COSI)

Comments

Score

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

Impact

(Auditory deprivation, Familiar Voice Test, Audiogram)

0%

Urgency

(Utilized counseling and education to properly convey risks of untreated HL and auditory deprivation)

3rd Party Interaction

Involves the 3rd party at every level of the DE

Commitment

Comments

Admit

Willingness

Action

Tenacity

(Courage with consideration)

Sale Made

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Score

0%