ExplainprocessesclearlyMake a nicecomment abouttheir clothing orhair or glassesetcTake timefor YOUif neededSmile –even ifyou’re onthe phoneAsk: Whatare youlooking for intoday'sexperience?Be awareof yourtone ofvoiceOffer water,snack,pillow,blanket...What ismundane toyou isprobablynew for ptDocumentCarefullyFollow up& FollowThruTry torememberthem & noticenew thingsabout themKeep acleanenvironmentUse ErrorpreventiontechniquesThankthem forchoosingour clinicRemembertheir name &use it inconversationReturnmessagespromptlyUse PatientidentifiersappropriatelySlowdown &be mindfulVerify that alltheir ?’s havebeen answeredbefore theyleaveRememberthey have achoice ofwhere to getcareLearnsomething"non-medical"about ptHaveFun!Check inwith themafter they’vewaited 10minListen:Theyknow theirbodyAskquestionsto clarifyExplainprocessesclearlyMake a nicecomment abouttheir clothing orhair or glassesetcTake timefor YOUif neededSmile –even ifyou’re onthe phoneAsk: Whatare youlooking for intoday'sexperience?Be awareof yourtone ofvoiceOffer water,snack,pillow,blanket...What ismundane toyou isprobablynew for ptDocumentCarefullyFollow up& FollowThruTry torememberthem & noticenew thingsabout themKeep acleanenvironmentUse ErrorpreventiontechniquesThankthem forchoosingour clinicRemembertheir name &use it inconversationReturnmessagespromptlyUse PatientidentifiersappropriatelySlowdown &be mindfulVerify that alltheir ?’s havebeen answeredbefore theyleaveRememberthey have achoice ofwhere to getcareLearnsomething"non-medical"about ptHaveFun!Check inwith themafter they’vewaited 10minListen:Theyknow theirbodyAskquestionsto clarify

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