Check inwith themafter they’vewaited 10minUse ErrorPreventiontechniquesBe awareof yourtone ofvoiceReturnmessagespromptlyHaveFun!Rememberthey have achoice ofwhere to getcareAsk: Whatare youlooking for intoday'sexperience?Use PtidentifiersappropriatelyOffer water,snack,pillow,blanket . . .Smile-even ifyou're onthe phoneTry torememberthem & noticenew thingsabout themSlowdown &be mindfulUse PatientidentifiersappropriatelyVerify that alltheir ?’s havebeen answeredbefore theyleaveKeep acleanenvironmentSlowdown &be MindfulCheck inwith themafter they'vewaited morethan 10 minSmile –even ifyou’re onthe phoneThankthem forchoosingour clinicMake a nicecomment abouttheir clothing orhair or glassesetcListen:Theyknow theirbodyUse ErrorpreventiontechniquesRemembertheir name &use it inconversationReturnmessagespromptlyDocumentCarefullyFollow up& FollowthruAskquestionsto clarifyVerify that alltheir ?'s areansweredbefore theyleaveTry torememberthem &notice newthingsWhat ismundane toyou isprobablynew to PtLearnsomething"non-medical"about ptThankthem forchoosingour clinicRememberthey have achoice ofwhere to getcareMake a nicecomment abouttheir clothing orhair orglasses... :)ExplainprocessesclearlyBe awareof yourtone ofvoiceListen:Theyknow theirbodyLearnsomething"non-medical"about PtWhat ismundane toyou isprobablynew for ptTake timefor YOUif neededRemembertheir name &use it inconversationAsk: Whatare youlooking for intoday'sexperience?ExplainprocessesclearlyFollow up& FollowThruAskquestionsto clarifyTake timefor YOUif neededOffer water,snack,pillow,blanket...Keep acleanenvironmentHaveFun!Check inwith themafter they’vewaited 10minUse ErrorPreventiontechniquesBe awareof yourtone ofvoiceReturnmessagespromptlyHaveFun!Rememberthey have achoice ofwhere to getcareAsk: Whatare youlooking for intoday'sexperience?Use PtidentifiersappropriatelyOffer water,snack,pillow,blanket . . .Smile-even ifyou're onthe phoneTry torememberthem & noticenew thingsabout themSlowdown &be mindfulUse PatientidentifiersappropriatelyVerify that alltheir ?’s havebeen answeredbefore theyleaveKeep acleanenvironmentSlowdown &be MindfulCheck inwith themafter they'vewaited morethan 10 minSmile –even ifyou’re onthe phoneThankthem forchoosingour clinicMake a nicecomment abouttheir clothing orhair or glassesetcListen:Theyknow theirbodyUse ErrorpreventiontechniquesRemembertheir name &use it inconversationReturnmessagespromptlyDocumentCarefullyFollow up& FollowthruAskquestionsto clarifyVerify that alltheir ?'s areansweredbefore theyleaveTry torememberthem &notice newthingsWhat ismundane toyou isprobablynew to PtLearnsomething"non-medical"about ptThankthem forchoosingour clinicRememberthey have achoice ofwhere to getcareMake a nicecomment abouttheir clothing orhair orglasses... :)ExplainprocessesclearlyBe awareof yourtone ofvoiceListen:Theyknow theirbodyLearnsomething"non-medical"about PtWhat ismundane toyou isprobablynew for ptTake timefor YOUif neededRemembertheir name &use it inconversationAsk: Whatare youlooking for intoday'sexperience?ExplainprocessesclearlyFollow up& FollowThruAskquestionsto clarifyTake timefor YOUif neededOffer water,snack,pillow,blanket...Keep acleanenvironmentHaveFun!

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