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Student Name: ______________________________ Evaluator: ___________________________

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Encounter Criteria    

1. The student provided a sincere and appropriately worded apology.

YES = 1 point

NO = 0 points

2. The student communicated directly about the error (ie, did not downplay the issue or the patient’s concerns).

YES = 1 point

NO = 0 points

3. The student engaged the patient in finding ways to “make the situation right” by them (eg, a gift card if allowed per company policy).

YES = 1 point

NO = 0 points

4. The student gave appropriate suggestions for patient safety (eg, stop taking, appropriate monitoring parameters if ingestion occurred).

YES = 1 point

NO = 0 points

5. The student explained appropriate follow-up to the patient (eg, stated they will notify the prescriber, error will be reported to improve processes).

YES = 1 point

NO = 0 points

6. The student AVOIDED placing blame on another person or entity or giving the appearance of “making excuses.”

YES = 1 point

NO = 0 points

7. The student gave the patient an opportunity to ask questions and responded appropriately.

YES = 1 point

NO = 0 point

8. The student thanked the patient for their time and/or understanding.

YES = 1 point

NO = 0 points

9. The student used effective verbal communication (expressed empathy, used patient-friendly language, avoided filler words).

YES = 1 point

NO = 0 points

10. The student used appropriate nonverbal communication (body language, eye contact, etc.).

YES = 1 point

NO = 0 points

Patient Interviewing Skills Score: ______/10

Comments/Feedback:

*Rubric was created by David Matthews and Annie Nebergall.

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