Keep acleanenvironmentHaveFun!Be awareof yourtone ofvoiceMake a nicecomment abouttheir clothing orhair or glassesetcUse PatientidentifiersappropriatelyDocumentCarefullyAsk: Whatare youlooking for intoday'sexperience?Try torememberthem & noticenew thingsabout themWhat ismundane toyou isprobablynew for ptOffer water,snack,pillow,blanket...Follow up& FollowThruRemembertheir name &use it inconversationSmile –even ifyou’re onthe phoneAskquestionsto clarifyReturnmessagespromptlyCheck inwith themafter they’vewaited 10minVerify that alltheir ?’s havebeen answeredbefore theyleaveSlowdown &be mindfulRememberthey have achoice ofwhere to getcareThankthem forchoosingour clinicListen:Theyknow theirbodyLearnsomething"non-medical"about ptExplainprocessesclearlyTake timefor YOUif neededUse ErrorpreventiontechniquesKeep acleanenvironmentHaveFun!Be awareof yourtone ofvoiceMake a nicecomment abouttheir clothing orhair or glassesetcUse PatientidentifiersappropriatelyDocumentCarefullyAsk: Whatare youlooking for intoday'sexperience?Try torememberthem & noticenew thingsabout themWhat ismundane toyou isprobablynew for ptOffer water,snack,pillow,blanket...Follow up& FollowThruRemembertheir name &use it inconversationSmile –even ifyou’re onthe phoneAskquestionsto clarifyReturnmessagespromptlyCheck inwith themafter they’vewaited 10minVerify that alltheir ?’s havebeen answeredbefore theyleaveSlowdown &be mindfulRememberthey have achoice ofwhere to getcareThankthem forchoosingour clinicListen:Theyknow theirbodyLearnsomething"non-medical"about ptExplainprocessesclearlyTake timefor YOUif neededUse Errorpreventiontechniques

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