Try torememberthem &notice newthingsAskquestionsto clarifySlowdown &be mindfulUse ErrorpreventiontechniquesReturnmessagespromptlyAskquestionsto clarifyKeep acleanenvironmentBe awareof yourtone ofvoiceDocumentCarefullyListen:Theyknow theirbodyTake timefor YOUif neededUse PatientidentifiersappropriatelyWhat ismundane toyou isprobablynew for ptCheck inwith themafter they'vewaited morethan 10 minRemembertheir name &use it inconversationAsk: Whatare youlooking for intoday'sexperience?Learnsomething"non-medical"about ptRememberthey have achoice ofwhere to getcareWhat ismundane toyou isprobablynew to PtFollow up& FollowThruKeep acleanenvironmentAsk: Whatare youlooking for intoday'sexperience?Take timefor YOUif neededRemembertheir name &use it inconversationBe awareof yourtone ofvoiceCheck inwith themafter they’vewaited 10minRememberthey have achoice ofwhere to getcareMake a nicecomment abouttheir clothing orhair orglasses... :)Use ErrorPreventiontechniquesMake a nicecomment abouttheir clothing orhair or glassesetcOffer water,snack,pillow,blanket . . .Verify that alltheir ?'s areansweredbefore theyleaveFollow up& FollowthruSmile-even ifyou're onthe phoneThankthem forchoosingour clinicSmile –even ifyou’re onthe phoneExplainprocessesclearlyThankthem forchoosingour clinicLearnsomething"non-medical"about PtReturnmessagespromptlyOffer water,snack,pillow,blanket...Slowdown &be MindfulListen:Theyknow theirbodyHaveFun!ExplainprocessesclearlyTry torememberthem & noticenew thingsabout themHaveFun!Use PtidentifiersappropriatelyVerify that alltheir ?’s havebeen answeredbefore theyleaveTry torememberthem &notice newthingsAskquestionsto clarifySlowdown &be mindfulUse ErrorpreventiontechniquesReturnmessagespromptlyAskquestionsto clarifyKeep acleanenvironmentBe awareof yourtone ofvoiceDocumentCarefullyListen:Theyknow theirbodyTake timefor YOUif neededUse PatientidentifiersappropriatelyWhat ismundane toyou isprobablynew for ptCheck inwith themafter they'vewaited morethan 10 minRemembertheir name &use it inconversationAsk: Whatare youlooking for intoday'sexperience?Learnsomething"non-medical"about ptRememberthey have achoice ofwhere to getcareWhat ismundane toyou isprobablynew to PtFollow up& FollowThruKeep acleanenvironmentAsk: Whatare youlooking for intoday'sexperience?Take timefor YOUif neededRemembertheir name &use it inconversationBe awareof yourtone ofvoiceCheck inwith themafter they’vewaited 10minRememberthey have achoice ofwhere to getcareMake a nicecomment abouttheir clothing orhair orglasses... :)Use ErrorPreventiontechniquesMake a nicecomment abouttheir clothing orhair or glassesetcOffer water,snack,pillow,blanket . . .Verify that alltheir ?'s areansweredbefore theyleaveFollow up& FollowthruSmile-even ifyou're onthe phoneThankthem forchoosingour clinicSmile –even ifyou’re onthe phoneExplainprocessesclearlyThankthem forchoosingour clinicLearnsomething"non-medical"about PtReturnmessagespromptlyOffer water,snack,pillow,blanket...Slowdown &be MindfulListen:Theyknow theirbodyHaveFun!ExplainprocessesclearlyTry torememberthem & noticenew thingsabout themHaveFun!Use PtidentifiersappropriatelyVerify that alltheir ?’s havebeen answeredbefore theyleave

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