Slowdown &be mindfulDocumentCarefullyLearnsomething"non-medical"about ptBe awareof yourtone ofvoiceListen:Theyknow theirbodyWhat ismundane toyou isprobablynew for ptThankthem forchoosingour clinicCheck inwith themafter they’vewaited 10minUse PatientidentifiersappropriatelyReturnmessagespromptlyAsk: Whatare youlooking for intoday'sexperience?Keep acleanenvironmentAskquestionsto clarifyFollow up& FollowThruMake a nicecomment abouttheir clothing orhair or glassesetcSmile –even ifyou’re onthe phoneHaveFun!Rememberthey have achoice ofwhere to getcareTry torememberthem & noticenew thingsabout themTake timefor YOUif neededVerify that alltheir ?’s havebeen answeredbefore theyleaveUse ErrorpreventiontechniquesExplainprocessesclearlyRemembertheir name &use it inconversationOffer water,snack,pillow,blanket...Slowdown &be mindfulDocumentCarefullyLearnsomething"non-medical"about ptBe awareof yourtone ofvoiceListen:Theyknow theirbodyWhat ismundane toyou isprobablynew for ptThankthem forchoosingour clinicCheck inwith themafter they’vewaited 10minUse PatientidentifiersappropriatelyReturnmessagespromptlyAsk: Whatare youlooking for intoday'sexperience?Keep acleanenvironmentAskquestionsto clarifyFollow up& FollowThruMake a nicecomment abouttheir clothing orhair or glassesetcSmile –even ifyou’re onthe phoneHaveFun!Rememberthey have achoice ofwhere to getcareTry torememberthem & noticenew thingsabout themTake timefor YOUif neededVerify that alltheir ?’s havebeen answeredbefore theyleaveUse ErrorpreventiontechniquesExplainprocessesclearlyRemembertheir name &use it inconversationOffer water,snack,pillow,blanket...

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