Follow up& FollowThruRemembertheir name &use it inconversationBe awareof yourtone ofvoiceTake timefor YOUif neededTry torememberthem &notice newthingsThankthem forchoosingour clinicCheck inwith themafter they'vewaited morethan 10 minOffer water,snack,pillow,blanket...Listen:Theyknow theirbodyRemembertheir name &use it inconversationUse ErrorPreventiontechniquesTry torememberthem & noticenew thingsabout themSmile-even ifyou're onthe phoneVerify that alltheir ?'s areansweredbefore theyleaveDocumentCarefullyMake a nicecomment abouttheir clothing orhair or glassesetcRememberthey have achoice ofwhere to getcareRememberthey have achoice ofwhere to getcareAsk: Whatare youlooking for intoday'sexperience?Use PatientidentifiersappropriatelyAskquestionsto clarifyBe awareof yourtone ofvoiceWhat ismundane toyou isprobablynew to PtMake a nicecomment abouttheir clothing orhair orglasses... :)Thankthem forchoosingour clinicHaveFun!Keep acleanenvironmentListen:Theyknow theirbodyTake timefor YOUif neededLearnsomething"non-medical"about ptVerify that alltheir ?’s havebeen answeredbefore theyleaveWhat ismundane toyou isprobablynew for ptSmile –even ifyou’re onthe phoneOffer water,snack,pillow,blanket . . .Learnsomething"non-medical"about PtFollow up& FollowthruHaveFun!Keep acleanenvironmentSlowdown &be mindfulUse ErrorpreventiontechniquesSlowdown &be MindfulReturnmessagespromptlyAskquestionsto clarifyAsk: Whatare youlooking for intoday'sexperience?Check inwith themafter they’vewaited 10minReturnmessagespromptlyUse PtidentifiersappropriatelyExplainprocessesclearlyExplainprocessesclearlyFollow up& FollowThruRemembertheir name &use it inconversationBe awareof yourtone ofvoiceTake timefor YOUif neededTry torememberthem &notice newthingsThankthem forchoosingour clinicCheck inwith themafter they'vewaited morethan 10 minOffer water,snack,pillow,blanket...Listen:Theyknow theirbodyRemembertheir name &use it inconversationUse ErrorPreventiontechniquesTry torememberthem & noticenew thingsabout themSmile-even ifyou're onthe phoneVerify that alltheir ?'s areansweredbefore theyleaveDocumentCarefullyMake a nicecomment abouttheir clothing orhair or glassesetcRememberthey have achoice ofwhere to getcareRememberthey have achoice ofwhere to getcareAsk: Whatare youlooking for intoday'sexperience?Use PatientidentifiersappropriatelyAskquestionsto clarifyBe awareof yourtone ofvoiceWhat ismundane toyou isprobablynew to PtMake a nicecomment abouttheir clothing orhair orglasses... :)Thankthem forchoosingour clinicHaveFun!Keep acleanenvironmentListen:Theyknow theirbodyTake timefor YOUif neededLearnsomething"non-medical"about ptVerify that alltheir ?’s havebeen answeredbefore theyleaveWhat ismundane toyou isprobablynew for ptSmile –even ifyou’re onthe phoneOffer water,snack,pillow,blanket . . .Learnsomething"non-medical"about PtFollow up& FollowthruHaveFun!Keep acleanenvironmentSlowdown &be mindfulUse ErrorpreventiontechniquesSlowdown &be MindfulReturnmessagespromptlyAskquestionsto clarifyAsk: Whatare youlooking for intoday'sexperience?Check inwith themafter they’vewaited 10minReturnmessagespromptlyUse PtidentifiersappropriatelyExplainprocessesclearlyExplainprocessesclearly

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