Check inwith themafter they’vewaited 10minReturnmessagespromptlyVerify that alltheir ?'s areansweredbefore theyleaveOffer water,snack,pillow,blanket . . .Use ErrorpreventiontechniquesLearnsomething"non-medical"about PtHaveFun!What ismundane toyou isprobablynew to PtWhat ismundane toyou isprobablynew for ptAsk: Whatare youlooking for intoday'sexperience?Smile –even ifyou’re onthe phoneTake timefor YOUif neededFollow up& FollowThruBe awareof yourtone ofvoiceRememberthey have achoice ofwhere to getcareSmile-even ifyou're onthe phoneMake a nicecomment abouttheir clothing orhair or glassesetcHaveFun!Listen:Theyknow theirbodyMake a nicecomment abouttheir clothing orhair orglasses... :)Slowdown &be MindfulRememberthey have achoice ofwhere to getcareAsk: Whatare youlooking for intoday'sexperience?Try torememberthem &notice newthingsUse PtidentifiersappropriatelyOffer water,snack,pillow,blanket...Be awareof yourtone ofvoiceRemembertheir name &use it inconversationRemembertheir name &use it inconversationThankthem forchoosingour clinicTake timefor YOUif neededDocumentCarefullyCheck inwith themafter they'vewaited morethan 10 minSlowdown &be mindfulUse PatientidentifiersappropriatelyAskquestionsto clarifyKeep acleanenvironmentExplainprocessesclearlyAskquestionsto clarifyUse ErrorPreventiontechniquesTry torememberthem & noticenew thingsabout themFollow up& FollowthruLearnsomething"non-medical"about ptThankthem forchoosingour clinicReturnmessagespromptlyListen:Theyknow theirbodyExplainprocessesclearlyVerify that alltheir ?’s havebeen answeredbefore theyleaveKeep acleanenvironmentCheck inwith themafter they’vewaited 10minReturnmessagespromptlyVerify that alltheir ?'s areansweredbefore theyleaveOffer water,snack,pillow,blanket . . .Use ErrorpreventiontechniquesLearnsomething"non-medical"about PtHaveFun!What ismundane toyou isprobablynew to PtWhat ismundane toyou isprobablynew for ptAsk: Whatare youlooking for intoday'sexperience?Smile –even ifyou’re onthe phoneTake timefor YOUif neededFollow up& FollowThruBe awareof yourtone ofvoiceRememberthey have achoice ofwhere to getcareSmile-even ifyou're onthe phoneMake a nicecomment abouttheir clothing orhair or glassesetcHaveFun!Listen:Theyknow theirbodyMake a nicecomment abouttheir clothing orhair orglasses... :)Slowdown &be MindfulRememberthey have achoice ofwhere to getcareAsk: Whatare youlooking for intoday'sexperience?Try torememberthem &notice newthingsUse PtidentifiersappropriatelyOffer water,snack,pillow,blanket...Be awareof yourtone ofvoiceRemembertheir name &use it inconversationRemembertheir name &use it inconversationThankthem forchoosingour clinicTake timefor YOUif neededDocumentCarefullyCheck inwith themafter they'vewaited morethan 10 minSlowdown &be mindfulUse PatientidentifiersappropriatelyAskquestionsto clarifyKeep acleanenvironmentExplainprocessesclearlyAskquestionsto clarifyUse ErrorPreventiontechniquesTry torememberthem & noticenew thingsabout themFollow up& FollowthruLearnsomething"non-medical"about ptThankthem forchoosingour clinicReturnmessagespromptlyListen:Theyknow theirbodyExplainprocessesclearlyVerify that alltheir ?’s havebeen answeredbefore theyleaveKeep 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. Check in with them after they’ve waited 10 min
  2. Return messages promptly
  3. Verify that all their ?'s are answered before they leave
  4. Offer water, snack, pillow, blanket . . .
  5. Use Error prevention techniques
  6. Learn something "non-medical" about Pt
  7. Have Fun!
  8. What is mundane to you is probably new to Pt
  9. What is mundane to you is probably new for pt
  10. Ask: What are you looking for in today's experience?
  11. Smile – even if you’re on the phone
  12. Take time for YOU if needed
  13. Follow up & Follow Thru
  14. Be aware of your tone of voice
  15. Remember they have a choice of where to get care
  16. Smile-even if you're on the phone
  17. Make a nice comment about their clothing or hair or glasses etc
  18. Have Fun!
  19. Listen: They know their body
  20. Make a nice comment about their clothing or hair or glasses... :)
  21. Slow down & be Mindful
  22. Remember they have a choice of where to get care
  23. Ask: What are you looking for in today's experience?
  24. Try to remember them & notice new things
  25. Use Pt identifiers appropriately
  26. Offer water, snack, pillow, blanket...
  27. Be aware of your tone of voice
  28. Remember their name & use it in conversation
  29. Remember their name & use it in conversation
  30. Thank them for choosing our clinic
  31. Take time for YOU if needed
  32. Document Carefully
  33. Check in with them after they've waited more than 10 min
  34. Slow down & be mindful
  35. Use Patient identifiers appropriately
  36. Ask questions to clarify
  37. Keep a clean environment
  38. Explain processes clearly
  39. Ask questions to clarify
  40. Use Error Prevention techniques
  41. Try to remember them & notice new things about them
  42. Follow up & Follow thru
  43. Learn something "non-medical" about pt
  44. Thank them for choosing our clinic
  45. Return messages promptly
  46. Listen: They know their body
  47. Explain processes clearly
  48. Verify that all their ?’s have been answered before they leave
  49. Keep a clean environment