Listen:Theyknow theirbodyAskquestionsto clarifyTry torememberthem & noticenew thingsabout themSlowdown &be mindfulTake timefor YOUif neededCheck inwith themafter they’vewaited 10minDocumentCarefullyUse PatientidentifiersappropriatelyRememberthey have achoice ofwhere to getcareUse ErrorpreventiontechniquesMake a nicecomment abouttheir clothing orhair or glassesetcBe awareof yourtone ofvoiceReturnmessagespromptlyExplainprocessesclearlySmile –even ifyou’re onthe phoneAsk: Whatare youlooking for intoday'sexperience?Thankthem forchoosingour clinicKeep acleanenvironmentVerify that alltheir ?’s havebeen answeredbefore theyleaveRemembertheir name &use it inconversationOffer water,snack,pillow,blanket...What ismundane toyou isprobablynew for ptHaveFun!Learnsomething"non-medical"about ptFollow up& FollowThruListen:Theyknow theirbodyAskquestionsto clarifyTry torememberthem & noticenew thingsabout themSlowdown &be mindfulTake timefor YOUif neededCheck inwith themafter they’vewaited 10minDocumentCarefullyUse PatientidentifiersappropriatelyRememberthey have achoice ofwhere to getcareUse ErrorpreventiontechniquesMake a nicecomment abouttheir clothing orhair or glassesetcBe awareof yourtone ofvoiceReturnmessagespromptlyExplainprocessesclearlySmile –even ifyou’re onthe phoneAsk: Whatare youlooking for intoday'sexperience?Thankthem forchoosingour clinicKeep acleanenvironmentVerify that alltheir ?’s havebeen answeredbefore theyleaveRemembertheir name &use it inconversationOffer water,snack,pillow,blanket...What ismundane toyou isprobablynew for ptHaveFun!Learnsomething"non-medical"about ptFollow 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
N
2
O
3
I
4
I
5
B
6
B
7
I
8
O
9
B
10
I
11
O
12
G
13
B
14
N
15
G
16
O
17
B
18
O
19
G
20
I
21
G
22
G
23
N
24
B
25
N
  1. N-Listen: They know their body
  2. O-Ask questions to clarify
  3. I-Try to remember them & notice new things about them
  4. I-Slow down & be mindful
  5. B-Take time for YOU if needed
  6. B-Check in with them after they’ve waited 10 min
  7. I-Document Carefully
  8. O-Use Patient identifiers appropriately
  9. B-Remember they have a choice of where to get care
  10. I-Use Error prevention techniques
  11. O-Make a nice comment about their clothing or hair or glasses etc
  12. G-Be aware of your tone of voice
  13. B-Return messages promptly
  14. N-Explain processes clearly
  15. G-Smile – even if you’re on the phone
  16. O-Ask: What are you looking for in today's experience?
  17. B-Thank them for choosing our clinic
  18. O-Keep a clean environment
  19. G-Verify that all their ?’s have been answered before they leave
  20. I-Remember their name & use it in conversation
  21. G-Offer water, snack, pillow, blanket...
  22. G-What is mundane to you is probably new for pt
  23. N-Have Fun!
  24. B-Learn something "non-medical" about pt
  25. N-Follow up & Follow Thru