Try torememberthem &notice newthingsVerify that alltheir ?’s havebeen answeredbefore theyleaveOffer water,snack,pillow,blanket...Thankthem forchoosingour clinicReturnmessagespromptlyThankthem forchoosingour clinicAsk: Whatare youlooking for intoday'sexperience?Askquestionsto clarifyBe awareof yourtone ofvoiceTake timefor YOUif neededListen:Theyknow theirbodyUse ErrorpreventiontechniquesMake a nicecomment abouttheir clothing orhair or glassesetcAskquestionsto clarifyHaveFun!Verify that alltheir ?'s areansweredbefore theyleaveSmile –even ifyou’re onthe phoneRememberthey have achoice ofwhere to getcareReturnmessagespromptlyKeep acleanenvironmentTry torememberthem & noticenew thingsabout themSlowdown &be mindfulUse PatientidentifiersappropriatelySmile-even ifyou're onthe phoneKeep acleanenvironmentCheck inwith themafter they'vewaited morethan 10 minRemembertheir name &use it inconversationOffer water,snack,pillow,blanket . . .Be awareof yourtone ofvoiceLearnsomething"non-medical"about PtCheck inwith themafter they’vewaited 10minFollow up& FollowThruExplainprocessesclearlyTake timefor YOUif neededListen:Theyknow theirbodyWhat ismundane toyou isprobablynew to PtDocumentCarefullyWhat ismundane toyou isprobablynew for ptAsk: Whatare youlooking for intoday'sexperience?Learnsomething"non-medical"about ptRememberthey have achoice ofwhere to getcareUse ErrorPreventiontechniquesFollow up& FollowthruMake a nicecomment abouttheir clothing orhair orglasses... :)Remembertheir name &use it inconversationUse PtidentifiersappropriatelySlowdown &be MindfulHaveFun!ExplainprocessesclearlyTry torememberthem &notice newthingsVerify that alltheir ?’s havebeen answeredbefore theyleaveOffer water,snack,pillow,blanket...Thankthem forchoosingour clinicReturnmessagespromptlyThankthem forchoosingour clinicAsk: Whatare youlooking for intoday'sexperience?Askquestionsto clarifyBe awareof yourtone ofvoiceTake timefor YOUif neededListen:Theyknow theirbodyUse ErrorpreventiontechniquesMake a nicecomment abouttheir clothing orhair or glassesetcAskquestionsto clarifyHaveFun!Verify that alltheir ?'s areansweredbefore theyleaveSmile –even ifyou’re onthe phoneRememberthey have achoice ofwhere to getcareReturnmessagespromptlyKeep acleanenvironmentTry torememberthem & noticenew thingsabout themSlowdown &be mindfulUse PatientidentifiersappropriatelySmile-even ifyou're onthe phoneKeep acleanenvironmentCheck inwith themafter they'vewaited morethan 10 minRemembertheir name &use it inconversationOffer water,snack,pillow,blanket . . .Be awareof yourtone ofvoiceLearnsomething"non-medical"about PtCheck inwith themafter they’vewaited 10minFollow up& FollowThruExplainprocessesclearlyTake timefor YOUif neededListen:Theyknow theirbodyWhat ismundane toyou isprobablynew to PtDocumentCarefullyWhat ismundane toyou isprobablynew for ptAsk: Whatare youlooking for intoday'sexperience?Learnsomething"non-medical"about ptRememberthey have achoice ofwhere to getcareUse ErrorPreventiontechniquesFollow up& FollowthruMake a nicecomment abouttheir clothing orhair orglasses... :)Remembertheir name &use it inconversationUse PtidentifiersappropriatelySlowdown &be MindfulHaveFun!Explainprocessesclearly

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