ZestTest
™
Healthcare version
Staff assessment
WHO IS TAKING PART?
1) First, scan your own supervisor ZestTest QR code
...or enter your own user ID
2) Next, scan the staff member's ZestTest QR code
...or enter their user ID
Are there any exceptional circumstances related to this assessment?
Staff assessment
Ver 1.2
Build 060224
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ASSESSMENT
In all the questions that follow, please select your rating on a scale of 1 to 5 stars, where 1 means very poor or non-existent, and 5 means excellent.
STEP 1: WELCOME
How would you rate this staff member's...
Smile?
1
2
3
4
5
Eye contact?
1
2
3
4
5
Verbal welcome?
1
2
3
4
5
Comments or notes?
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STEP 2: SERVICE DELIVERY / INTERACTION
How would you rate this staff member in the following areas? (Please note: in this section, for ratings of 3 stars or fewer, you will be asked to provide additional details to support your rating.)
Speed of service?
1
2
3
4
5
Which aspect(s) of the speed of service were problematic?
Check-in/out and related tasks (excl. bill payment)
Processing payment or other bill-related tasks
Taking or understanding patient's order / instruction
Delivering patient's order / following instruction
Luggage handling / porterage
Transportation issues (delays, lack of availability, etc.)
Preparing / readying facilities
Overall/general slow performance
Staffing levels
Team communications (eg. use of intercom system)
Any additional comments or notes? [Speed of service]
Technical skills?
1
2
3
4
5
Which aspect(s) of technical skills were problematic?
Equipment (medical/clinical) related skills
Equipment (non-medical/clinical) related skills
Administrative skills
Logistics and manoeuvring skills
Communication (with colleagues) skills
Communication (with patients/visitors) skills
Patient/visitor skills
Any additional comment or notes? [Technical skills]
Knowledge?
1
2
3
4
5
Which aspect(s) of knowledge were problematic?
Product knowledge — medical/clinical
Product knowledge — patient/visitor services
Product knowledge — outpatient care
Product knowledge — retail and other services
Product knowledge — other
Outlet knowledge — location of facilities
Outlet knowledge — location of all sections and items
Outlet knowledge — opening/operating hours
Outlet knowledge — transportation-related
Outlet knowledge — surrounds/vicinity
Additional services
Any additional comments or notes? [Knowledge]
Systems and processes?
1
2
3
4
5
Which aspect(s) of systems and processes were problematic?
Dress code (compliance with)
Queue/crowd-handling
Periodic checks — patients
Periodic checks — visitors/guests
Periodic checks — facilities
ID verification
Dealing with children
Dealing with patients/visitors with special needs (disabled, elderly, etc.)
Dealing with service or therapy animals
Dealing with substance abuse / intoxication
Emergency situations / health & safety
Use of personal mobile/cell phone against policy
Name badge (not in use, or incorrect)
Preparedness
Any additional comments or notes? [Systems and processes]
Authority to act?
1
2
3
4
5
Which aspect(s) of the authority to act were problematic?
Dealing with complaints
Dealing with cancelling/rescheduling appointments
Dealing with referrals — internal
Dealing with referrals — external
Room changes and special requests
Check-in / check-out procedures
Dealing with suspected crime
Dealing with actual or apparent crime
Escalating issues correctly — clinical (doctor, head nurse, etc.)
Escalating issues correctly — management
Dealing with disruptive or abusive patients/visitors
Handling of issues against company policy
Dealing with internal issues (staff-related, policy violations, etc.)
Any additional comments or notes? [Authority to act]
Behaviour?
1
2
3
4
5
Which aspect(s) of behaviour were problematic?
Smile
Overall pleasant demeanour
Body language
Listening skills
Verbal/talking skills
Asking questions appropriately
Behaviour under stress/duress
Behaviour towards abusive, aggressive, etc. patients/visitors
Behaviour towards colleagues or management
Use of mobile/cell phone and/or other personal items in the presence of patients/visitors
Behaviour (physical and verbal) in the presence of patients/visitors
Any additional comments or notes? [Behaviour]
Need to take a photo of something?
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STEP 3: FAREWELL
How would you rate the staff member's...
Smile and eye contact?
1
2
3
4
5
Verbal farewell?
1
2
3
4
5
Comments or notes?
Any final comments or observations on any aspect of this assessment? Please add them below, then click 'Submit'.
Submit
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