Learnsomething"non-medical"about ptSmile –even ifyou’re onthe phoneListen:Theyknow theirbodyExplainprocessesclearlyAsk: Whatare youlooking for intoday'sexperience?Slowdown &be mindfulMake a nicecomment abouttheir clothing orhair or glassesetcRememberthey have achoice ofwhere to getcareFollow up& FollowThruThankthem forchoosingour clinicOffer water,snack,pillow,blanket...ReturnmessagespromptlyTry torememberthem & noticenew thingsabout themKeep acleanenvironmentBe awareof yourtone ofvoiceVerify that alltheir ?’s havebeen answeredbefore theyleaveHaveFun!Remembertheir name &use it inconversationUse PatientidentifiersappropriatelyTake timefor YOUif neededCheck inwith themafter they’vewaited 10minDocumentCarefullyAskquestionsto clarifyUse ErrorpreventiontechniquesWhat ismundane toyou isprobablynew for ptLearnsomething"non-medical"about ptSmile –even ifyou’re onthe phoneListen:Theyknow theirbodyExplainprocessesclearlyAsk: Whatare youlooking for intoday'sexperience?Slowdown &be mindfulMake a nicecomment abouttheir clothing orhair or glassesetcRememberthey have achoice ofwhere to getcareFollow up& FollowThruThankthem forchoosingour clinicOffer water,snack,pillow,blanket...ReturnmessagespromptlyTry torememberthem & noticenew thingsabout themKeep acleanenvironmentBe awareof yourtone ofvoiceVerify that alltheir ?’s havebeen answeredbefore theyleaveHaveFun!Remembertheir name &use it inconversationUse PatientidentifiersappropriatelyTake timefor YOUif neededCheck inwith themafter they’vewaited 10minDocumentCarefullyAskquestionsto clarifyUse ErrorpreventiontechniquesWhat ismundane toyou isprobablynew for pt

Enhancing the Patient Experience - Call List

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