Listen:Theyknow theirbodyOffer water,snack,pillow,blanket...ExplainprocessesclearlyFollow up& FollowThruLearnsomething"non-medical"about ptDocumentCarefullyCheck inwith themafter they’vewaited 10minTake timefor YOUif neededUse PatientidentifiersappropriatelyReturnmessagespromptlyWhat ismundane toyou isprobablynew for ptSlowdown &be mindfulThankthem forchoosingour clinicUse ErrorpreventiontechniquesAskquestionsto clarifyRemembertheir name &use it inconversationRememberthey have achoice ofwhere to getcareTry torememberthem & noticenew thingsabout themAsk: Whatare youlooking for intoday'sexperience?HaveFun!Keep acleanenvironmentVerify that alltheir ?’s havebeen answeredbefore theyleaveSmile –even ifyou’re onthe phoneBe awareof yourtone ofvoiceMake a nicecomment abouttheir clothing orhair or glassesetccListen:Theyknow theirbodyOffer water,snack,pillow,blanket...ExplainprocessesclearlyFollow up& FollowThruLearnsomething"non-medical"about ptDocumentCarefullyCheck inwith themafter they’vewaited 10minTake timefor YOUif neededUse PatientidentifiersappropriatelyReturnmessagespromptlyWhat ismundane toyou isprobablynew for ptSlowdown &be mindfulThankthem forchoosingour clinicUse ErrorpreventiontechniquesAskquestionsto clarifyRemembertheir name &use it inconversationRememberthey have achoice ofwhere to getcareTry torememberthem & noticenew thingsabout themAsk: Whatare youlooking for intoday'sexperience?HaveFun!Keep acleanenvironmentVerify that alltheir ?’s havebeen answeredbefore theyleaveSmile –even ifyou’re onthe phoneBe awareof yourtone ofvoiceMake a nicecomment abouttheir clothing orhair or glassesetcc

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