What ismundane toyou isprobablynew for ptMake a nicecomment abouttheir clothing orhair or glassesetcCheck inwith themafter they’vewaited 10minHaveFun!Askquestionsto clarifyUse PatientidentifiersappropriatelyListen:Theyknow theirbodyRememberthey have achoice ofwhere to getcareExplainprocessesclearlySlowdown &be mindfulBe awareof yourtone ofvoiceOffer water,snack,pillow,blanket...Try torememberthem & noticenew thingsabout themDocumentCarefullyAsk: Whatare youlooking for intoday'sexperience?Learnsomething"non-medical"about ptTake timefor YOUif neededRemembertheir name &use it inconversationThankthem forchoosingour clinicReturnmessagespromptlyKeep acleanenvironmentUse ErrorpreventiontechniquesSmile –even ifyou’re onthe phoneVerify that alltheir ?’s havebeen answeredbefore theyleaveFollow up& FollowThruWhat ismundane toyou isprobablynew for ptMake a nicecomment abouttheir clothing orhair or glassesetcCheck inwith themafter they’vewaited 10minHaveFun!Askquestionsto clarifyUse PatientidentifiersappropriatelyListen:Theyknow theirbodyRememberthey have achoice ofwhere to getcareExplainprocessesclearlySlowdown &be mindfulBe awareof yourtone ofvoiceOffer water,snack,pillow,blanket...Try torememberthem & noticenew thingsabout themDocumentCarefullyAsk: Whatare youlooking for intoday'sexperience?Learnsomething"non-medical"about ptTake timefor YOUif neededRemembertheir name &use it inconversationThankthem forchoosingour clinicReturnmessagespromptlyKeep acleanenvironmentUse ErrorpreventiontechniquesSmile –even ifyou’re onthe phoneVerify that alltheir ?’s havebeen answeredbefore theyleaveFollow up& FollowThru

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