Remembertheir name &use it inconversationRememberthey have achoice ofwhere to getcareLearnsomething"non-medical"about ptWhat ismundane toyou isprobablynew for ptSlowdown &be mindfulTake timefor YOUif neededReturnmessagespromptlyFollow up& FollowThruListen:Theyknow theirbodyKeep acleanenvironmentBe awareof yourtone ofvoiceThankthem forchoosingour clinicAsk: Whatare youlooking for intoday'sexperience?HaveFun!DocumentCarefullyTry torememberthem & noticenew thingsabout themUse PatientidentifiersappropriatelySmile –even ifyou’re onthe phoneVerify that alltheir ?’s havebeen answeredbefore theyleaveUse ErrorpreventiontechniquesAskquestionsto clarifyMake a nicecomment abouttheir clothing orhair or glassesetcCheck inwith themafter they’vewaited 10minOffer water,snack,pillow,blanket...ExplainprocessesclearlyRemembertheir name &use it inconversationRememberthey have achoice ofwhere to getcareLearnsomething"non-medical"about ptWhat ismundane toyou isprobablynew for ptSlowdown &be mindfulTake timefor YOUif neededReturnmessagespromptlyFollow up& FollowThruListen:Theyknow theirbodyKeep acleanenvironmentBe awareof yourtone ofvoiceThankthem forchoosingour clinicAsk: Whatare youlooking for intoday'sexperience?HaveFun!DocumentCarefullyTry torememberthem & noticenew thingsabout themUse PatientidentifiersappropriatelySmile –even ifyou’re onthe phoneVerify that alltheir ?’s havebeen answeredbefore theyleaveUse ErrorpreventiontechniquesAskquestionsto clarifyMake a nicecomment abouttheir clothing orhair or glassesetcCheck inwith themafter they’vewaited 10minOffer water,snack,pillow,blanket...Explainprocessesclearly

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