Ask: Whatare youlooking for intoday'sexperience?Use PatientidentifiersappropriatelyOffer water,snack,pillow,blanket...Take timefor YOUif neededKeep acleanenvironmentMake a nicecomment abouttheir clothing orhair orglasses... :)Follow up& FollowThruRememberthey have achoice ofwhere to getcareSmile –even ifyou’re onthe phoneDocumentCarefullyOffer water,snack,pillow,blanket . . .Be awareof yourtone ofvoiceLearnsomething"non-medical"about ptSlowdown &be MindfulReturnmessagespromptlyUse ErrorpreventiontechniquesFollow up& FollowthruVerify that alltheir ?’s havebeen answeredbefore theyleaveVerify that alltheir ?'s areansweredbefore theyleaveMake a nicecomment abouttheir clothing orhair or glassesetcWhat ismundane toyou isprobablynew for ptTry torememberthem & noticenew thingsabout themListen:Theyknow theirbodyWhat ismundane toyou isprobablynew to PtRememberthey have achoice ofwhere to getcareReturnmessagespromptlyThankthem forchoosingour clinicRemembertheir name &use it inconversationCheck inwith themafter they'vewaited morethan 10 minAskquestionsto clarifyTake timefor YOUif neededThankthem forchoosingour clinicSmile-even ifyou're onthe phoneRemembertheir name &use it inconversationUse PtidentifiersappropriatelySlowdown &be mindfulExplainprocessesclearlyAsk: Whatare youlooking for intoday'sexperience?Try torememberthem &notice newthingsExplainprocessesclearlyHaveFun!Listen:Theyknow theirbodyAskquestionsto clarifyLearnsomething"non-medical"about PtBe awareof yourtone ofvoiceHaveFun!Use ErrorPreventiontechniquesCheck inwith themafter they’vewaited 10minKeep acleanenvironmentAsk: Whatare youlooking for intoday'sexperience?Use PatientidentifiersappropriatelyOffer water,snack,pillow,blanket...Take timefor YOUif neededKeep acleanenvironmentMake a nicecomment abouttheir clothing orhair orglasses... :)Follow up& FollowThruRememberthey have achoice ofwhere to getcareSmile –even ifyou’re onthe phoneDocumentCarefullyOffer water,snack,pillow,blanket . . .Be awareof yourtone ofvoiceLearnsomething"non-medical"about ptSlowdown &be MindfulReturnmessagespromptlyUse ErrorpreventiontechniquesFollow up& FollowthruVerify that alltheir ?’s havebeen answeredbefore theyleaveVerify that alltheir ?'s areansweredbefore theyleaveMake a nicecomment abouttheir clothing orhair or glassesetcWhat ismundane toyou isprobablynew for ptTry torememberthem & noticenew thingsabout themListen:Theyknow theirbodyWhat ismundane toyou isprobablynew to PtRememberthey have achoice ofwhere to getcareReturnmessagespromptlyThankthem forchoosingour clinicRemembertheir name &use it inconversationCheck inwith themafter they'vewaited morethan 10 minAskquestionsto clarifyTake timefor YOUif neededThankthem forchoosingour clinicSmile-even ifyou're onthe phoneRemembertheir name &use it inconversationUse PtidentifiersappropriatelySlowdown &be mindfulExplainprocessesclearlyAsk: Whatare youlooking for intoday'sexperience?Try torememberthem &notice newthingsExplainprocessesclearlyHaveFun!Listen:Theyknow theirbodyAskquestionsto clarifyLearnsomething"non-medical"about PtBe awareof yourtone ofvoiceHaveFun!Use ErrorPreventiontechniquesCheck inwith themafter they’vewaited 10minKeep acleanenvironment

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