Be awareof yourtone ofvoiceOffer water,snack,pillow,blanket...Verify that alltheir ?'s areansweredbefore theyleaveDocumentCarefullyExplainprocessesclearlyUse ErrorpreventiontechniquesLearnsomething"non-medical"about ptAsk: Whatare youlooking for intoday'sexperience?Listen:Theyknow theirbodyAsk: Whatare youlooking for intoday'sexperience?Check inwith themafter they’vewaited 10minRememberthey have achoice ofwhere to getcareTake timefor YOUif neededUse ErrorPreventiontechniquesAskquestionsto clarifyThankthem forchoosingour clinicRemembertheir name &use it inconversationMake a nicecomment abouttheir clothing orhair orglasses... :)Keep acleanenvironmentSmile-even ifyou're onthe phoneUse PtidentifiersappropriatelyRemembertheir name &use it inconversationLearnsomething"non-medical"about PtSlowdown &be mindfulCheck inwith themafter they'vewaited morethan 10 minFollow up& FollowthruReturnmessagespromptlyExplainprocessesclearlyVerify that alltheir ?’s havebeen answeredbefore theyleaveReturnmessagespromptlyAskquestionsto clarifyBe awareof yourtone ofvoiceTry torememberthem & noticenew thingsabout themSlowdown &be MindfulMake a nicecomment abouttheir clothing orhair or glassesetcHaveFun!What ismundane toyou isprobablynew to PtTake timefor YOUif neededTry torememberthem &notice newthingsListen:Theyknow theirbodyKeep acleanenvironmentWhat ismundane toyou isprobablynew for ptUse PatientidentifiersappropriatelyRememberthey have achoice ofwhere to getcareFollow up& FollowThruThankthem forchoosingour clinicOffer water,snack,pillow,blanket . . .Smile –even ifyou’re onthe phoneHaveFun!Be awareof yourtone ofvoiceOffer water,snack,pillow,blanket...Verify that alltheir ?'s areansweredbefore theyleaveDocumentCarefullyExplainprocessesclearlyUse ErrorpreventiontechniquesLearnsomething"non-medical"about ptAsk: Whatare youlooking for intoday'sexperience?Listen:Theyknow theirbodyAsk: Whatare youlooking for intoday'sexperience?Check inwith themafter they’vewaited 10minRememberthey have achoice ofwhere to getcareTake timefor YOUif neededUse ErrorPreventiontechniquesAskquestionsto clarifyThankthem forchoosingour clinicRemembertheir name &use it inconversationMake a nicecomment abouttheir clothing orhair orglasses... :)Keep acleanenvironmentSmile-even ifyou're onthe phoneUse PtidentifiersappropriatelyRemembertheir name &use it inconversationLearnsomething"non-medical"about PtSlowdown &be mindfulCheck inwith themafter they'vewaited morethan 10 minFollow up& FollowthruReturnmessagespromptlyExplainprocessesclearlyVerify that alltheir ?’s havebeen answeredbefore theyleaveReturnmessagespromptlyAskquestionsto clarifyBe awareof yourtone ofvoiceTry torememberthem & noticenew thingsabout themSlowdown &be MindfulMake a nicecomment abouttheir clothing orhair or glassesetcHaveFun!What ismundane toyou isprobablynew to PtTake timefor YOUif neededTry torememberthem &notice newthingsListen:Theyknow theirbodyKeep acleanenvironmentWhat ismundane toyou isprobablynew for ptUse PatientidentifiersappropriatelyRememberthey have achoice ofwhere to getcareFollow up& FollowThruThankthem forchoosingour clinicOffer water,snack,pillow,blanket . . .Smile –even ifyou’re onthe phoneHaveFun!

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