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iRubric: Patient Complaint rubric

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Patient Complaint Contract Negotiation Simulation Students will create an interaction of a patient and hospital staff. The instructors will role play a patient complaint and an attempt on the part of hospital staff to resolve the complaint. Rubric Code: YX8A354 By katjapucha Ready to use Public Rubric Subject: Communication Type: Assignment Grade Levels: Undergraduate, Graduate, Post Graduate

Basic complaint and resolution
	Poor 1 pts	Fair 3 pts	Good 5 pts	Superior 7 pts
Define the Problem or Issue	Poor Student/staff is unable to identify, comprehend, and articulate the problem or issue that leads to the negotiations on the matter. Student has some difficulty keeping up with the pace of the discussion.	Fair Student/staff is reasonably able to identify, comprehend, and articulate the problem or issue that leads to negotiations on the matter. The students can keep up most of the time with the general pace of the discussions.	Good Student/staff has a clear understanding of the problem or issue and is able to effectively identify and articulate the problem or issue for negotiations on the matter, keeping up with the general pace of the discussions.	Superior Student/staff has a clear and unmistakable understanding of the issue and has a superior ability to articulate the problem or issue, and can effectively explain and clarify the issue for others. The student has no difficulty keeping up with the pace of the discussion.
Express the problem	Poor Student/patient is unable to express the problem he/she has experienced in the hospital/clinic.	Fair Student/patient is reasonably able to express the problem he/she has experienced in the hospital/clinic.	Good Student/patient can effectively express the problem he/she has experienced in the hospital/clinic.	Superior Student/patient clearly, instinctively, and effectively expresses the problem he/she has experienced in the hospital/clinic.
Negotiation Language	Poor Students demonstrate language appropriate for resolving a patient complaint with many errors.	Fair Students demonstrate language appropriate for resolving a patient complaint with a few errors.	Good Student demonstrates language appropriate for resolving a patient complaint with 0-2 errors.	Superior Student demonstrates language appropriate for resolving a patient complaint with no errors.