DocumentCarefullyLearnsomething"non-medical"about PtExplainprocessesclearlyFollow up& FollowThruExplainprocessesclearlySmile –even ifyou’re onthe phoneListen:Theyknow theirbodyAskquestionsto clarifySlowdown &be MindfulCheck inwith themafter they’vewaited 10minWhat ismundane toyou isprobablynew to PtThankthem forchoosingour clinicSlowdown &be mindfulAskquestionsto clarifyOffer water,snack,pillow,blanket . . .Use ErrorPreventiontechniquesThankthem forchoosingour clinicHaveFun!ReturnmessagespromptlyAsk: Whatare youlooking for intoday'sexperience?Use PatientidentifiersappropriatelyWhat ismundane toyou isprobablynew for ptTry torememberthem &notice newthingsOffer water,snack,pillow,blanket...Listen:Theyknow theirbodyTake timefor YOUif neededRemembertheir name &use it inconversationAsk: Whatare youlooking for intoday'sexperience?Rememberthey have achoice ofwhere to getcareBe awareof yourtone ofvoiceKeep acleanenvironmentKeep acleanenvironmentMake a nicecomment abouttheir clothing orhair orglasses... :)HaveFun!Remembertheir name &use it inconversationUse ErrorpreventiontechniquesVerify that alltheir ?'s areansweredbefore theyleaveCheck inwith themafter they'vewaited morethan 10 minVerify that alltheir ?’s havebeen answeredbefore theyleaveFollow up& FollowthruSmile-even ifyou're onthe phoneLearnsomething"non-medical"about ptReturnmessagespromptlyBe awareof yourtone ofvoiceRememberthey have achoice ofwhere to getcareTake timefor YOUif neededUse PtidentifiersappropriatelyTry torememberthem & noticenew thingsabout themMake a nicecomment abouttheir clothing orhair or glassesetcDocumentCarefullyLearnsomething"non-medical"about PtExplainprocessesclearlyFollow up& FollowThruExplainprocessesclearlySmile –even ifyou’re onthe phoneListen:Theyknow theirbodyAskquestionsto clarifySlowdown &be MindfulCheck inwith themafter they’vewaited 10minWhat ismundane toyou isprobablynew to PtThankthem forchoosingour clinicSlowdown &be mindfulAskquestionsto clarifyOffer water,snack,pillow,blanket . . .Use ErrorPreventiontechniquesThankthem forchoosingour clinicHaveFun!ReturnmessagespromptlyAsk: Whatare youlooking for intoday'sexperience?Use PatientidentifiersappropriatelyWhat ismundane toyou isprobablynew for ptTry torememberthem &notice newthingsOffer water,snack,pillow,blanket...Listen:Theyknow theirbodyTake timefor YOUif neededRemembertheir name &use it inconversationAsk: Whatare youlooking for intoday'sexperience?Rememberthey have achoice ofwhere to getcareBe awareof yourtone ofvoiceKeep acleanenvironmentKeep acleanenvironmentMake a nicecomment abouttheir clothing orhair orglasses... :)HaveFun!Remembertheir name &use it inconversationUse ErrorpreventiontechniquesVerify that alltheir ?'s areansweredbefore theyleaveCheck inwith themafter they'vewaited morethan 10 minVerify that alltheir ?’s havebeen answeredbefore theyleaveFollow up& FollowthruSmile-even ifyou're onthe phoneLearnsomething"non-medical"about ptReturnmessagespromptlyBe awareof yourtone ofvoiceRememberthey have achoice ofwhere to getcareTake timefor YOUif neededUse PtidentifiersappropriatelyTry torememberthem & noticenew thingsabout themMake a nicecomment abouttheir clothing orhair or glassesetc

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.


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