ReturnmessagespromptlyRememberthey have achoice ofwhere to getcareAskquestionsto clarifyListen:Theyknow theirbodyWhat ismundane toyou isprobablynew for ptBe awareof yourtone ofvoiceCheck inwith themafter they’vewaited 10minSlowdown &be mindfulMake a nicecomment abouttheir clothing orhair or glassesetcTry torememberthem & noticenew thingsabout themOffer water,snack,pillow,blanket...Take timefor YOUif neededSmile –even ifyou’re onthe phoneThankthem forchoosingour clinicKeep acleanenvironmentUse ErrorpreventiontechniquesRemembertheir name &use it inconversationFollow up& FollowThruHaveFun!DocumentCarefullyAsk: Whatare youlooking for intoday'sexperience?Use PatientidentifiersappropriatelyVerify that alltheir ?’s havebeen answeredbefore theyleaveLearnsomething"non-medical"about ptExplainprocessesclearlyReturnmessagespromptlyRememberthey have achoice ofwhere to getcareAskquestionsto clarifyListen:Theyknow theirbodyWhat ismundane toyou isprobablynew for ptBe awareof yourtone ofvoiceCheck inwith themafter they’vewaited 10minSlowdown &be mindfulMake a nicecomment abouttheir clothing orhair or glassesetcTry torememberthem & noticenew thingsabout themOffer water,snack,pillow,blanket...Take timefor YOUif neededSmile –even ifyou’re onthe phoneThankthem forchoosingour clinicKeep acleanenvironmentUse ErrorpreventiontechniquesRemembertheir name &use it inconversationFollow up& FollowThruHaveFun!DocumentCarefullyAsk: Whatare youlooking for intoday'sexperience?Use PatientidentifiersappropriatelyVerify that alltheir ?’s havebeen answeredbefore theyleaveLearnsomething"non-medical"about ptExplainprocessesclearly

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