Offer water,snack,pillow,blanket . . .Verify that alltheir ?'s areansweredbefore theyleaveRememberthey have achoice ofwhere to getcareLearnsomething"non-medical"about PtReturnmessagespromptlyAskquestionsto clarifyListen:Theyknow theirbodyBe awareof yourtone ofvoiceWhat ismundane toyou isprobablynew for ptAsk: Whatare youlooking for intoday'sexperience?Remembertheir name &use it inconversationHaveFun!Slowdown &be MindfulFollow up& FollowthruUse ErrorPreventiontechniquesTry torememberthem &notice newthingsWhat ismundane toyou isprobablynew to PtRememberthey have achoice ofwhere to getcareCheck inwith themafter they’vewaited 10minExplainprocessesclearlyTry torememberthem & noticenew thingsabout themSlowdown &be mindfulAsk: Whatare youlooking for intoday'sexperience?Verify that alltheir ?’s havebeen answeredbefore theyleaveTake timefor YOUif neededOffer water,snack,pillow,blanket...Askquestionsto clarifyUse PatientidentifiersappropriatelyFollow up& FollowThruExplainprocessesclearlyDocumentCarefullyUse ErrorpreventiontechniquesThankthem forchoosingour clinicRemembertheir name &use it inconversationKeep acleanenvironmentCheck inwith themafter they'vewaited morethan 10 minUse PtidentifiersappropriatelyMake a nicecomment abouttheir clothing orhair or glassesetcTake timefor YOUif neededListen:Theyknow theirbodyKeep acleanenvironmentBe awareof yourtone ofvoiceMake a nicecomment abouttheir clothing orhair orglasses... :)HaveFun!Smile-even ifyou're onthe phoneSmile –even ifyou’re onthe phoneThankthem forchoosingour clinicLearnsomething"non-medical"about ptReturnmessagespromptlyOffer water,snack,pillow,blanket . . .Verify that alltheir ?'s areansweredbefore theyleaveRememberthey have achoice ofwhere to getcareLearnsomething"non-medical"about PtReturnmessagespromptlyAskquestionsto clarifyListen:Theyknow theirbodyBe awareof yourtone ofvoiceWhat ismundane toyou isprobablynew for ptAsk: Whatare youlooking for intoday'sexperience?Remembertheir name &use it inconversationHaveFun!Slowdown &be MindfulFollow up& FollowthruUse ErrorPreventiontechniquesTry torememberthem &notice newthingsWhat ismundane toyou isprobablynew to PtRememberthey have achoice ofwhere to getcareCheck inwith themafter they’vewaited 10minExplainprocessesclearlyTry torememberthem & noticenew thingsabout themSlowdown &be mindfulAsk: Whatare youlooking for intoday'sexperience?Verify that alltheir ?’s havebeen answeredbefore theyleaveTake timefor YOUif neededOffer water,snack,pillow,blanket...Askquestionsto clarifyUse PatientidentifiersappropriatelyFollow up& FollowThruExplainprocessesclearlyDocumentCarefullyUse ErrorpreventiontechniquesThankthem forchoosingour clinicRemembertheir name &use it inconversationKeep acleanenvironmentCheck inwith themafter they'vewaited morethan 10 minUse PtidentifiersappropriatelyMake a nicecomment abouttheir clothing orhair or glassesetcTake timefor YOUif neededListen:Theyknow theirbodyKeep acleanenvironmentBe awareof yourtone ofvoiceMake a nicecomment abouttheir clothing orhair orglasses... :)HaveFun!Smile-even ifyou're onthe phoneSmile –even ifyou’re onthe phoneThankthem forchoosingour clinicLearnsomething"non-medical"about ptReturnmessagespromptly

Enhancing the Patient Experience - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


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  1. Offer water, snack, pillow, blanket . . .
  2. Verify that all their ?'s are answered before they leave
  3. Remember they have a choice of where to get care
  4. Learn something "non-medical" about Pt
  5. Return messages promptly
  6. Ask questions to clarify
  7. Listen: They know their body
  8. Be aware of your tone of voice
  9. What is mundane to you is probably new for pt
  10. Ask: What are you looking for in today's experience?
  11. Remember their name & use it in conversation
  12. Have Fun!
  13. Slow down & be Mindful
  14. Follow up & Follow thru
  15. Use Error Prevention techniques
  16. Try to remember them & notice new things
  17. What is mundane to you is probably new to Pt
  18. Remember they have a choice of where to get care
  19. Check in with them after they’ve waited 10 min
  20. Explain processes clearly
  21. Try to remember them & notice new things about them
  22. Slow down & be mindful
  23. Ask: What are you looking for in today's experience?
  24. Verify that all their ?’s have been answered before they leave
  25. Take time for YOU if needed
  26. Offer water, snack, pillow, blanket...
  27. Ask questions to clarify
  28. Use Patient identifiers appropriately
  29. Follow up & Follow Thru
  30. Explain processes clearly
  31. Document Carefully
  32. Use Error prevention techniques
  33. Thank them for choosing our clinic
  34. Remember their name & use it in conversation
  35. Keep a clean environment
  36. Check in with them after they've waited more than 10 min
  37. Use Pt identifiers appropriately
  38. Make a nice comment about their clothing or hair or glasses etc
  39. Take time for YOU if needed
  40. Listen: They know their body
  41. Keep a clean environment
  42. Be aware of your tone of voice
  43. Make a nice comment about their clothing or hair or glasses... :)
  44. Have Fun!
  45. Smile-even if you're on the phone
  46. Smile – even if you’re on the phone
  47. Thank them for choosing our clinic
  48. Learn something "non-medical" about pt
  49. Return messages promptly