Ask: Whatare youlooking for intoday'sexperience?Verify that alltheir ?’s havebeen answeredbefore theyleaveReturnmessagespromptlyListen:Theyknow theirbodyListen:Theyknow theirbodyUse ErrorpreventiontechniquesUse PatientidentifiersappropriatelyFollow up& FollowthruRememberthey have achoice ofwhere to getcareSmile –even ifyou’re onthe phoneHaveFun!Follow up& FollowThruHaveFun!Rememberthey have achoice ofwhere to getcareAsk: Whatare youlooking for intoday'sexperience?Learnsomething"non-medical"about PtWhat ismundane toyou isprobablynew for ptReturnmessagespromptlySlowdown &be mindfulMake a nicecomment abouttheir clothing orhair or glassesetcOffer water,snack,pillow,blanket . . .Use ErrorPreventiontechniquesTry torememberthem &notice newthingsKeep acleanenvironmentAskquestionsto clarifyKeep acleanenvironmentTake timefor YOUif neededRemembertheir name &use it inconversationBe awareof yourtone ofvoiceWhat ismundane toyou isprobablynew to PtThankthem forchoosingour clinicBe awareof yourtone ofvoiceVerify that alltheir ?'s areansweredbefore theyleaveTry torememberthem & noticenew thingsabout themUse PtidentifiersappropriatelyRemembertheir name &use it inconversationTake timefor YOUif neededExplainprocessesclearlyCheck inwith themafter they’vewaited 10minLearnsomething"non-medical"about ptCheck inwith themafter they'vewaited morethan 10 minThankthem forchoosingour clinicDocumentCarefullyMake a nicecomment abouttheir clothing orhair orglasses... :)Offer water,snack,pillow,blanket...ExplainprocessesclearlyAskquestionsto clarifySlowdown &be MindfulSmile-even ifyou're onthe phoneAsk: Whatare youlooking for intoday'sexperience?Verify that alltheir ?’s havebeen answeredbefore theyleaveReturnmessagespromptlyListen:Theyknow theirbodyListen:Theyknow theirbodyUse ErrorpreventiontechniquesUse PatientidentifiersappropriatelyFollow up& FollowthruRememberthey have achoice ofwhere to getcareSmile –even ifyou’re onthe phoneHaveFun!Follow up& FollowThruHaveFun!Rememberthey have achoice ofwhere to getcareAsk: Whatare youlooking for intoday'sexperience?Learnsomething"non-medical"about PtWhat ismundane toyou isprobablynew for ptReturnmessagespromptlySlowdown &be mindfulMake a nicecomment abouttheir clothing orhair or glassesetcOffer water,snack,pillow,blanket . . .Use ErrorPreventiontechniquesTry torememberthem &notice newthingsKeep acleanenvironmentAskquestionsto clarifyKeep acleanenvironmentTake timefor YOUif neededRemembertheir name &use it inconversationBe awareof yourtone ofvoiceWhat ismundane toyou isprobablynew to PtThankthem forchoosingour clinicBe awareof yourtone ofvoiceVerify that alltheir ?'s areansweredbefore theyleaveTry torememberthem & noticenew thingsabout themUse PtidentifiersappropriatelyRemembertheir name &use it inconversationTake timefor YOUif neededExplainprocessesclearlyCheck inwith themafter they’vewaited 10minLearnsomething"non-medical"about ptCheck inwith themafter they'vewaited morethan 10 minThankthem forchoosingour clinicDocumentCarefullyMake a nicecomment abouttheir clothing orhair orglasses... :)Offer water,snack,pillow,blanket...ExplainprocessesclearlyAskquestionsto clarifySlowdown &be MindfulSmile-even ifyou're onthe phone

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