Unit 5 Health And Social Care Case Studies

Pam is wonderful at being polite and respectful to every caller. Her main struggle is with remembering procedures and protocols. On her last call monitoring she didn't follow the new look up protocol after she was clearly told. She had to be reminded again and given examples. When she is faced with a procedure that she doesn't do everyday repetitively, she seems lost. Pam is always willing to pause her calls and ask for assistance to proceed with the call correctly. She has a positvie attitude and is always open to instructions. Overall, she is a good agent with limited capabilities to take on all additional clients because of her struggles with quality focus.