Module 6 Assessment 1

Objective: Evaluate participants’ ability to develop and implement a structured plan for handling patient complaints.

• Scenario: A patient leaves a negative online review stating they were charged for a procedure they did not authorize. The patient claims they were not informed about the cost and demands a refund.
• Tasks:
  1. Create a step-by-step protocol to address the patient’s complaint.
  2. Draft a response to the online review that acknowledges the issue and outlines steps taken to resolve it.
  3. Propose a strategy to prevent similar complaints in the future, such as improving billing transparency.
• Assessment Rubric:

• Clear identification of the problem (10 points)
• Practicality and empathy in resolution plan (15 points)
• Professional tone and transparency in response to the review (10 points)
• Feasibility of preventative strategies (15 points)

Total: 50 points