ExplainprocessesclearlyWhat ismundane toyou isprobablynew for ptUse ErrorpreventiontechniquesHaveFun!Listen:Theyknow theirbodyBe awareof yourtone ofvoiceFollow up& FollowthruAsk: Whatare youlooking for intoday'sexperience?Make a nicecomment abouttheir clothing orhair or glassesetcSlowdown &be mindfulOffer water,snack,pillow,blanket...Remembertheir name &use it inconversationLearnsomething"non-medical"about PtTake timefor YOUif neededUse PtidentifiersappropriatelyRememberthey have achoice ofwhere to getcareCheck inwith themafter they'vewaited morethan 10 minLearnsomething"non-medical"about ptBe awareof yourtone ofvoiceUse ErrorPreventiontechniquesCheck inwith themafter they’vewaited 10minSmile –even ifyou’re onthe phoneSlowdown &be MindfulSmile-even ifyou're onthe phoneThankthem forchoosingour clinicRemembertheir name &use it inconversationAskquestionsto clarifyListen:Theyknow theirbodyExplainprocessesclearlyReturnmessagespromptlyTry torememberthem & noticenew thingsabout themWhat ismundane toyou isprobablynew to PtTake timefor YOUif neededThankthem forchoosingour clinicKeep acleanenvironmentTry torememberthem &notice newthingsKeep acleanenvironmentHaveFun!ReturnmessagespromptlyRememberthey have achoice ofwhere to getcareDocumentCarefullyAsk: Whatare youlooking for intoday'sexperience?Verify that alltheir ?’s havebeen answeredbefore theyleaveAskquestionsto clarifyVerify that alltheir ?'s areansweredbefore theyleaveUse PatientidentifiersappropriatelyMake a nicecomment abouttheir clothing orhair orglasses... :)Offer water,snack,pillow,blanket . . .Follow up& FollowThruExplainprocessesclearlyWhat ismundane toyou isprobablynew for ptUse ErrorpreventiontechniquesHaveFun!Listen:Theyknow theirbodyBe awareof yourtone ofvoiceFollow up& FollowthruAsk: Whatare youlooking for intoday'sexperience?Make a nicecomment abouttheir clothing orhair or glassesetcSlowdown &be mindfulOffer water,snack,pillow,blanket...Remembertheir name &use it inconversationLearnsomething"non-medical"about PtTake timefor YOUif neededUse PtidentifiersappropriatelyRememberthey have achoice ofwhere to getcareCheck inwith themafter they'vewaited morethan 10 minLearnsomething"non-medical"about ptBe awareof yourtone ofvoiceUse ErrorPreventiontechniquesCheck inwith themafter they’vewaited 10minSmile –even ifyou’re onthe phoneSlowdown &be MindfulSmile-even ifyou're onthe phoneThankthem forchoosingour clinicRemembertheir name &use it inconversationAskquestionsto clarifyListen:Theyknow theirbodyExplainprocessesclearlyReturnmessagespromptlyTry torememberthem & noticenew thingsabout themWhat ismundane toyou isprobablynew to PtTake timefor YOUif neededThankthem forchoosingour clinicKeep acleanenvironmentTry torememberthem &notice newthingsKeep acleanenvironmentHaveFun!ReturnmessagespromptlyRememberthey have achoice ofwhere to getcareDocumentCarefullyAsk: Whatare youlooking for intoday'sexperience?Verify that alltheir ?’s havebeen answeredbefore theyleaveAskquestionsto clarifyVerify that alltheir ?'s areansweredbefore theyleaveUse PatientidentifiersappropriatelyMake a nicecomment abouttheir clothing orhair orglasses... :)Offer water,snack,pillow,blanket . . .Follow up& FollowThru

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