Call Center Script - Communication

BILL

Hassel free

Safer easier way to pay

Fast Process

WAITING

Do you mind holding 2-3 minutes while I research or process your request?

Sir/Ma’am, thank you for holding I appreciate your patience

Thank you for staying on the line

If you can just wait on the line whilst I check that information for you..
I have that information here for you now, I will just get it for you

Would you mind waiting?

Prioritise

thinking outside the box

to be honest/to be honest with you/to be perfectly honest

Can you please repeat that?”

Could I please take your telephone number Mr Jones?

WORDS

“Definitely”

Guaranteed

“Surely”

“Absolutely”

“Certainly” I’ll be happy to assist you with that today.

Perfect,

Fantastic!

Marvelous

Pretty well

Certainly.
With pleasure.

bear with me

bottom line

I’d be delightly to assist.

I hear what you’re saying..

 "Oh, my goodness,

What a story"

PHRASES

“Rest Assured Mr……”

“I do understand the inconvenience you have faced……”

“I will be more than glad/ happy to assist you….”

“I completely understand the reason why / your situation….”

For faster service, go to our website at…

Due to a large call volume

PERSONAL ONES

“I will surely ensure that…”

“What I will do for you right away is……”

“I assure you I will try my best…..”

“What I can do for you right now is ….”

“I’m sorry for the inconvenience that you have faced, what I can do for you is ….”

ADVISORY

“I would suggest / I recommend…..”

“To avoid a similar inconvenience in future I request you to….”

"I understand how difficult that would be,

"I would have been pretty upset in that situation, too. Now let's see what we can do to resolve the issue." 

PROCEDURES

“All you need to do is to just….”

“A simple way / method to change it will be to…..”

“As soon as you receive…”

BENEFITS

“You will surely be able to enjoy…..”

“You will ONLY be charged…..”

“We have a variety of …..’

“It’s a wonderful service where instead of _______, you can ____________ …..’

“This is the best plan/scheme for your requirements…..’

“For just £_____. …you can…..”

“For Special customers like you…..”

Have you discovered any other positive words and phrases that work for you?  If so, please add them in to the comments box below.

Because you are a valued client/customer

That’s a fantastic choice

Your satisfaction is a great compliment for us Mr./Ms _____

Assuring you our best services Mr.Ms.___________. Have a great day ahead!

It is your right to know Sir

We understand the value of your time.

SUGGESTION:

Many of our customers prefer to do/use……
What other customers have done/tried in your position is…..
Let’s look at this (very arm around and sorting it together)

Interestingly this is what other customers have…

To avoid a similar inconvenience in future I request you to…

HAPPY

Mr/s customer, I know how you FEEL….
Many of our happiest customers FELT the same way…
However, what they FOUND, after XXX is

SAD

Mr Customer I understand how you FEEL…
Something similar happened to me and I FELT the same way…
What I FOUND and I hope this will be the same for you is…
And then you can get on to your proposed solution.

BAD LANGUAGE

Sir, mr./ms.I understand that you are upset, yet I will have to end this call if you continue to use that language.

Rest assured I’l be your partner on this issue

PROBLEMS:

Feeling = It certainly is frustrating when…
Content = your cable is not working and you are not able to see your favorite show.

Feeling = How exciting it is…
Content = when you are purchasing your new home!

“Alright Mr. _____, just to set your expectation…we may or may not resolve the issue over the phone and we may end up sending a tech to fully restore your service..yet, i guarantee that you and i are going to work together in resolving this issue while we are still on the phone..Let’s start with setting a goal to make sure we’re on the same page…blah blah..”

WRONG CUSTOMER

That’s a great question, let me check; I don’t know that off hand, but I can find out the answer for you right now.

NO POLICY

Unfortunately,  I cannot do that, but what I can do is this;

Unfortunately, I cannot help you with that,  I’ll be happy to provide you the number for the department that handles that

LOOKING FOR CEO

I cannot give out our CEO’s phone number. However, would you like

to be transferred to our manager on duty? I am sure he can help you.

CALMDOWN

could you please let me explain; could you stop yelling; there

is no need to get upset

NEW CUSTOMER

General Inquiry

That’s sound great. You called at the most exciting time since we have a lot of great offers. Let’s get you started.

If you are looking for a TV provider with best deals, you dialed the right number because we have a lot of great offers.

I’m glad to hear that you choose Dish Network as your TV provider. I guarantee you that you made the right choice.

Competitors Bad Service

I’m sorry to hear that you have to go through that experience. I assure you that once you have our service up and running, you’ll have a great time with our services.

I know how frustrating it is not to get the kind of service that you were promised but I can assure you that you will never experience that with Dish Network.

I can say that going through that experience is frustrating. Here at Dish, our first priority is our customer.

Cost

I know that you want the best value for your money and I can guarantee you that switching to Dish Network will provide you that.

Moving

It’s always challenging to get your service established after a big move. Beside you having the easiest time getting our TV service,

I’m glad to hear that you choose us to provide you with your TV service in your new home. Let’s get you started in getting your new TV service.

Switching Over

Thank you for inquiring to our Ads.

DTV’s channel take-down – You are correct; and with DISH Network you will not lose some of your favorite programming like NASCAR or College Football. With DISH you will not only receive dependable service but you will be able to continue watching your favorite cable channels like FOX Network!

FORMER CUSTOMER

Same Account Holder

It’s great to hear that you’ve decided to get our services again.

It’s great to have you back.

Were happy that you’re choosing us as your TV provider again.

That’s great, having your business agan means a lot to us.

Different Account Holder

Divorce – I’m sorry to hear that. I understand that going through something like this is really challenging. We’ll do our best to make sure that getting your TV service will be the least of your worries.

Death (Account Holder) I’m sorry for your loss. I know that you’re going through tough times right now. Let’s get started with your order so that getting your TV programs back will be the least of your concerns.

EXISTING CUSTOMER

2^nd Account

We are still analyzing the situation, and have not yet identified a solution to the problem. At this time we are unable to provide an estimated time for repair. I know you don’t want to hear this, and I am sorry this happen. We will fix the problem as quickly as possible.

May I have the spelling of your first name?

I would like to ask you a few basic questions, so that we can help you more efficiently the next time you call the ABC help desk.

Would you like to schedule an installation date and time that accommodates your schedule?

I do not have an immediate answer to your request. Let me first be absolutely certain that I understand your situation, so that I can provide accurate information to the team.

Let me search our knowledge base. I’m typing some information into the system. Now I’m waiting for an answer to come up on the screen. It should be just a few second.

Your request will be given to a technical specialist on the __team immediately, and will get back to you within___. When would be a good time for me to follow up with you?

Does that make sense?

Would that help you as well

How does that sound?

How are you? Can you hear me OK?

NEGATIVE:

"We appreciate your interest in expanding your services. However, under our business rules, we cannot set you up with a 3rd account. I apologize for the inconvenience. Is there anything else I can help you with?"

"To better assist you with your Blockbuster Account, please call Blockbuster's Customer Care at 1-877-829-9003."

Also, please be advised about Blockbuster's business hours which starts at 7AM to 7PM Mountain time, from Sunday to Thursday and up to 11PM Friday to Saturday."

Provide BLOCKBUSTER TOLL FREE:
1-866-692-2789Please note that Blockbuster customer care associates are available during the following business hours:

Sunday – Thursday: 7:00 AM – 7:00 PM MST
(9:00 PM - 9:00 AM Local Standard Time)
Friday – Saturday: 7:00 AM – 11:00 PM MST
(9:00 PM - 1:00 PM Local Standard Time)

"If you don't mind me asking, since this is a military installation, are you allowed to get satellite TV?"

"We appreciate that you are interested in getting our service. Unfortunately, we have to adhere to the security guidelines of the area and we can't setup your service until you get the clearance to setup satellite service."

APOLOGY

To avoid similar inconvenience,

I understand how difficult that would be, I would have been pretty upset in that situation too. Now, let’s see what we can do to resolve the issue by giving you the number for that right group to assist you. This way you can save time and were able to handle your concern as soon as possible. So do you have something to write on?

Forrest 5-18

ACCURACY: 78%

CONSULTATION REPORT

PATIENT NAME: Lisa Marie Cobb

HOSPITAL NO.: 4569870

DATE: January 14, _____
CONSULTANT: Susan C. Miller, MD

This 48-year-old female is seen at the request of Dr. Nathan Penn concerning multiple, rather vague, complaints. She was a missionary in India for quite a number of years, and while there, unfortunately, suffered the loss 1.5 INCORRECT ENGLISH MAJORof a kidney apparently from staghorn calculus. Actually the kidney was removed here but the problem developed there, and she admits that this event has led 0.5 INCORRECT ENGLISH MINORher to seek medical attention at the slightest hint of any possible abnormality, and she feels that she frequently overreacts to mild symptoms. Additionally, she feels that the stress of caring for her 93-year-old mother certainly 0.5 INCORRECT ENGLISH MINORis adding to the symptomatology 1.5 INCORRECT ENGLISH MAJORshe might be experiencing. Having begun her conversation with those 2 statements, she then related a long list of somatic complaints including substernal and epigastric burning and discomfort, a right lower quadrant pain, and a fear of colon cancer related to prior polyps removed by Dr. Teresa McCullin several years ago. She was actually admitted because of a positive treadmill study done as an outpatient followed by the onset of some epigastric and substernal discomfort. Since admission, a thallium 3.0 INCORRECT MEDICAL TERMstudy has been negative and multiple additional studies including gallbladder ultrasound, pelvic ultrasound, and ultrasound of the right kidney have been normal. I was asked my opinion concerning additional GI studies. Finally I should mention that just prior to admission, she was on nonsteroidal anti-inflammatory medication and was seen in the ER by Dr. Danny Craven several days ago who felt that some of her discomfort might have been related to esophagitis caused by the nonsteroidal which she has since discontinued.

PHYSICAL EXAMINATION
GENERAL: Physical exam 0.5 CAPITALIZATION ERRORreveals a pleasant, elderly female who is alert, cooperative, and in no distress. HEENT: Normal
NECK: Supple
CHEST: Clear
HEART: Regular rhythm without murmur that I appreciate.
ABDOMEN: Soft and nontender, has well-healed appendectomy scar noted. No organomegaly, masses or tenderness. Bowel sounds normoactive. Rectal not performed.

Available for review are her colonoscopic 3.0 INCORRECT MEDICAL TERMstudies from Our Lady of the Lake Hospital from 1995 which indicate a normal exam at this time. My opinion is that this absolutely excludes any possibility of significant colon lesion at this time, and I have counseled her that she need not concern herself with colon cancer specifically.

Actually I think that she is probably quite correct in her belief that much of this is functional and related to stress. I concur completely with the use of H2 blocker and anticholinergic in conjunction to treat both what is probably some degree of reflux coupled with functional complaints. If she fails completely to respond, then we might consider upper endoscopy, but I would certainly give her a trial of both medical therapy and hopefully some lifestyle rearrangement before considering that step.

I appreciate the consult. I see no reason to do further GI studies at this time.

Forrest 4-15

ACCURACY:

OPERATIVE REPORT

PATIENT NAME: Herman Yougo

HOSPITAL NO.: 9256443

PHYSICIAN: Bryan Sego, MD

DATE: 0.5 COMMISSION October 25, _____

SURGEON: Byron Sego, MD

INDICATIONS
Metastatic squamous cell carcinoma to the neck, rule out lung primary.

FINDINGS
I could find nothing to suggest a bronchogenic carcinoma. There was a great deal of erythema and some swelling of the 1.5 INCORRECT ENGLISH MAJORmucosa in the right upper lobe, so this was biopsied. It does not look like gross 1.5 INCORRECT ENGLISH MAJORtumor, however.

PROCEDURE
Flexible bronchoscopy with forceps biopsy.

PREOPERATIVE MEDICATION
Atropine 3.0 INCORRECT MEDICAL TERM0.4 mg IM.

ANESTHESIA
Versed 3.0 INCORRECT MEDICAL TERM1.5 mg IV and Demerol 50 mg IV, topical lidocaine.

PROCEDURE IN DETAIL
After adequate preparation of the nose and posterior pharynx, 3.0 INCORRECT MEDICAL TERMthe fiberscope was introduced 0.5 WRONG ARTICLES/PREPOSITIONSwithout difficulty in the vocal cord area. Both cords moved 1.5 INCORRECT ENGLISH MAJORnormally with phonation and were free of lesions. The trachea and the main carina were 0.5 INCORRECT ENGLISH MINORnormal except there were some scattered thick secretions that almost stopped up the scope. 1.5 INCORRECT ENGLISH MAJOR These were finally suctioned free. 1.5 INCORRECT ENGLISH MAJOR There appeared to be some modest 1.5 INCORRECT ENGLISH MAJORblunting of the main carina. I examined both the left and the right tracheobronchial trees, and I could 0.5 INCORRECT ENGLISH MINORfind nothing specific in any airway to suggest a neoplasm. 3.0 INCORRECT MEDICAL TERM The only abnormality was in the right upper lobe where the mucosal surface 1.5 INCORRECT ENGLISH MAJORwas erythematous and the carina of the upper lobe somewhat blunted. I biopsied several areas here and also took bronchial washings from the area. There were no other suspicious areas, and no other bronchial washings were collected. The patient tolerated the procedure well and had the Versed reversed with Romazicon 3.0 INCORRECT MEDICAL TERMprior to transfer to his room.

Forrest 5-13

ex5_ch13
LOD = 2:28

OPERATIVE REPORT
OPERATION

PATIENT: Eileen NAME: Elaine Halloway

HOSPITAL NO.: 5689997-4

DATE: May 20, _____

SURGEON: John HendrickHendrix, MD

PREOPERATIVE DIAGNOSIS
Incomplete spontaneous abortion.

POSTOPERATIVE DIAGNOSIS
Incomplete spontaneous abortion.

PROCEDURE
Suction curettage.

ANESTHESIA
Intravenous IV sedation phenol [minus 3.0 for INCORRECT MEDICINE NAME] (fentanyl and valiumValium) [minus 1.5 for CASING OF MEDICATIONS] and paracervical block (1% Xylocaine).

ESTIMATED BLOOD LOSS
Estimated blood loss less then [minus 0.5 for WRONG CONJUNCTION / PREPOSITION / ARTICLE] Less than 5 cc.

COMPLICATIONS
None.

FINDINGS
Uterine cavity sounded to a depth of 8 cm., scant tissues tissue obtained on curettage.

PROCEDURE IN DETAILS
After proper consentconsents were obtained, the patient was taken to the operating room and placed on the table in a the supine position. She was then placed in a stirrupstirrups in the modified dorsal lithotomy dorsolithotomy position. The patientpatient’s [minus 0.5 for GRAMMAR ERROR] perineum and vagina were in then [minus 0.5 for WRONG CONJUNCTION / PREPOSITION / ARTICLE] prepped and draped in the usual sterile fashion. She was then given IV sedation consisting of Phenolfentanyl 2 cc given slow IV push and valiumValium 10 mg given slow IV push. A graveGraves [minus 0.5 for CAPITALIZATION ERROR] speculum was then inserted into the vagina and opened a. A [minus 0.5 for OMITTED CRITICAL PUNCTUATIONS] paracervical block was then given at the 3 o’clock and 9 o’clock position positions proximal to the cervix with a 5 mm mL [minus 1.5 for INCORRECT ENGLISH WORD] of 1% Xylocaine infiltrated on each side. The anterior lymphlip [minus 1.5 for INCORRECT ENGLISH WORD] of the cervix was then grasped with a single toothed single-tooth tenaculum and retraction applied. The uterine cavity was then sounded to a depth of 8 cm the . The [minus 0.5 for OMITTED CRITICAL PUNCTUATIONS] internal cervical os was then dilated up to a 17 hankHank [minus 0.5 for CAPITALIZATION ERROR] dilator. The uterine cavity was then evacuated with suction curettage using a 7 -mm suction catheter tip with the a small amount of tissue being obtained and sent for pathology, this. This was followed by sharp curettage. The uterine cavity was then resounded to a depth of 8 cm. The procedure was then terminated. The tenaculum was removed from the patientpatient’s cervix and the. The speculum was removed from the patientpatient’s vagina. She was taken out of the lithotomy postion position [minus 0.5 for TYPO / SPELLING ERROR] and placed back in the supine position. She was awakened at in the operating room in a stable condition. There were no intraoperative complications.

line count = 29.80
negative pts. = 11.50 (38%)
ACCURACY = 62%

Forrest 2-10

ex2_ch10
LOD = 2:08

OPERATIVE REPORT
OPERATION

PATIENT NAME: Jenel BordelanJeanelle Bordelon

HOSPITAL NO.: 5049247

DATE OF PROCEDURE: May 15, _____

SURGEON: John C. Howard, MD

ANESTHESIOLOGIST: Sean Swellow, MD

ANESTHESIA
General Endotracheal.

PREOPERATIVE DIAGNOSIS
Bilateral subdural hematomas.

POST OPERATIVE POSTOPERATIVE DIAGNOSIS
Bilateral subdural hematomas.

PROCEDURES: PROCEDURE
Bilateral burr bur holes, frontal and parietal, for drainage of subdural hematomas.

SURGEON: John C. Howard, MD

ANESTHESIOLOGIST: Sean Suelo, MD

ANESTHESIA
General endotracheal.

PROCEDURE IN DETAIL
The patient was brought into the operating room, and after induction of general endotracheal anesthesia. The , the [minus 0.5 for PUNCTUATION ERROR] head was completely shaved, and prepped and draped in the usual manner. An incision was made over the frontal areas approximately 3.0 cm from the midline on both sides. The incision was The incisions were carried down through the scalp, rainy scalp. Raney [minus ___ for INCORRECT MEDICAL/SURGICAL EQPT NAME] clips were applied for hemostasis, self retaining retractor hemostasis. Self-retaining retractors were placed, burr placed. Bur [minus 0.5 for PUNCTUATION ERROR] holes hashave been made with a common perforator. Bleeding from bone was then controlled with bone wax. The left flexed The last flecks [minus 1.5 for INCORRECT ENGLISH WORD/s] of bone were taken out with a curette and the dura underneath was coagulated in a cruciate fashion. The dura was openopened [minus 0.5 for WRONG TENSE OF VERB] widely and copious amountamounts of old crankcase -colored blood should form. issued forth. [minus 1.5 for INCORRECT ENGLISH WORD] This was irrigated copiously on both side sides, and blakethe Blake 7 -mm [minus 0.5 for CAPITALIZATION ERROR] drain were advancedrains were advanced [minus 0.5 for WRONG TENSE OF VERB] under the scalp and into thisthese [minus 0.5 for GRAMMAR ERROR] holes and to this into the [minus 0.5 for WRONG PREPOSITION] subdural space. Both wounds were close closed [minus 0.5 for WRONG TENSE OF VERB] then with zero vicryl who0 Vicryl to [minus 0.5 for CAPITALIZATION ERROR] close the galeo galea [minus 3.0 for INCORRECT MEDICAL TERM] layer and 3.-0 nylon to close the skin. Xeroform dressingdressings were applied and both drain. Both drains were secured with 2.-0 silks. The patient was recovered from anesthesia and taken to the recovery room in satisfactory condition.

line count = 23.56
negative pts. = 10.50 (44%)
ACCURACY = 56%

Forrest 10-14

ex10_ch14 (ethnic voice)
LOD = 2:14

DISCHARGE SUMMARY

PATIENT NAME: Jennifer Bakutis

HOSPITAL NO.: 9682967

DATE: December 19, _____

ADMISSION DIAGNOSIS
Pneumonia.

HISTORY OF PRESENT ILLNESS
A 7-year-old white female with partial trisomy 13 followed at the University medical center for chronic rewind [minus 1.5 for INCORRECT ENGLISH WORD] pneumonia.

ETIOLOGY
Unknown.

She was seen by Dr. Scott Miller for this [minus 1.5 for INCORRECT ENGLISH WORD/s] prior to admission and began on augmentin. [minus 1.5 for CASING OF MEDICATIONS] She had fever then and continued to have fever and was seen at the emergency room at the hospital on the night of admission showing a right middle and lower lobe infiltrate. She was admitted for further IV treatment.

HISTORY OF PRESENT ILLNESS
A 7-year-old white female with partial trisomy 13, followed at University Medical Center for chronic recurrent pneumonia, etiology unknown. She was seen by Dr. Scott Miller 4 days prior to admission and begun on Augmentin. She had fever then and continued to have fever, and was seen in the emergency room at the hospital on the night of admission, showing a right middle and lower lobe infiltrate. She was admitted for further IV treatment.

PHYSICAL EXAMINATION
Within a [minus 0.5 for ADDING WORDS NOT DICTATED] normal limits, except for ronchi andrhonchi in [minus 3.0 for INCORRECT SPELLING MEDICAL TERM] the chest. The child has no verbal communication and forpoor [minus 1.5 for INCORRECT ENGLISH WORD] socialization.

ADMISSION LABORATORY
On admission hemoglobin was 12.3, hematocrit 36.0, white count 12300, [minus 0.5 for STYLES ERROR] with 54 segs, 37 lymphs, 3 monos, 5 eos, and 1 basos. [minus 0.5 for GRAMMAR ERROR] Chem 6 was within normal limits except for a blood sugar of 141.

URINALYSIS
Within normal limits. Mycoplasma and RSV were negative. Throat culture shows normal flora.

ADMISSION LABORATORY
On admission hemoglobin was 12.3, hematocrit 36.0, white count 12,300, with 54 segs, 37 lymphs, 3 monos, 5 eos, and 1 baso. Chem 6 was within normal limits except for a blood sugar of 141. Routine urinalysis, within normal limits. Mycoplasma and RSV were negative. Throat culture shows normal flora.

HOSPITAL COURSE
She was started on a claforan 300Claforan 300 [minus 1.5 for CASING OF MEDICATIONS] mg IV q.6h q.6 h. and nebulized albuterol q.4h. q.4 h. Temperature was normal during the entire stay. While being treated, the child chests child’s chest [minus 0.5 for GRAMMAR ERROR] finding slowly improved, and the lungs were clear to auscultation on the night of October 16. October 16, _____.

At that time, she was placed on sip cell.Cefzil. [minus 3.0 for INCORRECT MEDICINE NAME] The claforanClaforan was stopped on. On [minus 0.5 for OMITTED CRITICAL PUNCTUATIONS] the morning of discharge, chest x-ray showed the right middle lobe clear and the right lower lobe showing minimal residual infiltrate. Lung was cleared Lungs were clear [minus 0.5 for GRAMMAR ERROR] to auscultation.

DISPOSITION
Discharged. Discharge.

DISCHARGED MEDICATION
Sip cell 250

DISCHARGE MEDICATIONS
Cefzil 250 mg b.i.d.., Ventolin by aerosol 2 to 3 times a day.

FOLLOW UP
Appointment in one 1 week.

line count = 25.76
negative pts. = 16.50 (64%)
ACCURACY = 36%

Forrest 9-14

ex9_ch14
LOD = 2:12

HISTORY AND PHYSICAL EXAMINATION

PATIENT NAME: Baby Taylor

HOSPITAL NO.: 4465578

DATE OF ADMISSION: January 5, _____

HOSPITAL COURSE
The patient was a 1.3-year-old 5 1.305-kg [minus 1.5 for INCORRECT ENGLISH WORD] product of a 27 weeks 27-week gestation to a G1, 15-year-old black female. Pregnancy complicated by preeclampsia and gonorrhea, treated on August 5, 1996. The mother is Rh positive, serology negative, rubella titer reactive, hepatitis surface antigen negative,. HIV negative. The patient was delivered secondary to pre-term labor and increased blood pressure. C-section was performed the. The [minus 0.5 for OMITTED CRITICAL PUNCTUATIONS] patient delivered without spontaneous respiration. The patient was intubated with 3.0 ET tube, and Survanta 5.2 cc were given forper [minus 0.5 for WRONG CONJUNCTION / PREPOSITION / ARTICLE] protocol. The patient was transferred to NICU, and UAC and UVC were placed without difficulty. Apgar Apgars were 11 and 9 at one and five minutes, respectively.

PHYSICAL EXAMINATION
WEIGHT: 1.305 kg.
LENGTH: 38 cm.
HEAD CIRCUMFERENCE: 27.5 cm.
Weight 1.305 kg, length 38 cm, head circumference 27.5 cm.
VITAL SIGNS: Temperature 97.4, pulse 144, respiratory respiration [minus 0.5 for MINOR ERROR] 40.
GENERAL: Well -developed black male, proximately approximately [minus 1.5 for INCORRECT ENGLISH WORD] 27 weeks weeks’ gestation.
HEENT: Normocephalic. [minus 0.5 for PUNCTUATION ERROR] Anterior fontanel Normocephalic, anterior fontanelle is flat and soft. Eyes are open, ears open. Ears are normal. Oral pharynx Oropharynx [minus 1.5 for MISSPELLED MEDTERM] benign.
NECK: Supple without masses.
HEART: Regular rate and rhythm without murmurs, murmur, rub, or galloped. gallop. [minus 1.5 for INCORRECT ENGLISH WORD/s]
LUNGS: Mild subcostal retractions, mild intercostals retraction, rales intercostal retractions. Rales [minus 0.5 for MINOR ERROR] bilaterally, breath sound bilaterally. Breath sounds equal bilaterally.
ABDOMEN: Soft and non tender, positive nontender. Positive bowel sound, GU normal sounds.
GENITOURINARY: Normal male genitalia, no cc or pee. [minus 1.5 for INCORRECT ENGLISH WORD]

EXTREMITIES: No clubbing, cyanosis, or edema.

IMPRESSIONS
IMPRESSION
1. Pre-term birth, living child approximately 29 weeks weeks’ gestation.
2. Hyaline membrane disease.
3. Ruled- Rule out sepsis.
4. Mother pre-treated with steroids and antibiotics.

PLAN
1. Admit to an NICU, [minus 0.5 for MINOR ERROR] IV fluids and antibiotics.
2. Enzai MV SIMV [minus 1.5 for INCORRECT MEDICAL / ENGLISH ABBREVIATIONS] and survanta Survanta. [minus 1.5 for CASING OF MEDICATIONS]
3. Indomethacin.

line count = 26.30
negative pts. = 13.50 (51%)
ACCURACY = 49%