Remembertheir name &use it inconversationLearnsomething"non-medical"about ptTry torememberthem & noticenew thingsabout themListen:Theyknow theirbodyReturnmessagespromptlyUse ErrorpreventiontechniquesAskquestionsto clarifyBe awareof yourtone ofvoiceOffer water,snack,pillow,blanket...HaveFun!Thankthem forchoosingour clinicVerify that alltheir ?’s havebeen answeredbefore theyleaveFollow up& FollowThruSlowdown &be mindfulKeep acleanenvironmentSmile –even ifyou’re onthe phoneWhat ismundane toyou isprobablynew for ptCheck inwith themafter they’vewaited 10minExplainprocessesclearlyUse PatientidentifiersappropriatelyRememberthey have achoice ofwhere to getcareDocumentCarefullyAsk: Whatare youlooking for intoday'sexperience?Take timefor YOUif neededMake a nicecomment abouttheir clothing orhair or glassesetcRemembertheir name &use it inconversationLearnsomething"non-medical"about ptTry torememberthem & noticenew thingsabout themListen:Theyknow theirbodyReturnmessagespromptlyUse ErrorpreventiontechniquesAskquestionsto clarifyBe awareof yourtone ofvoiceOffer water,snack,pillow,blanket...HaveFun!Thankthem forchoosingour clinicVerify that alltheir ?’s havebeen answeredbefore theyleaveFollow up& FollowThruSlowdown &be mindfulKeep acleanenvironmentSmile –even ifyou’re onthe phoneWhat ismundane toyou isprobablynew for ptCheck inwith themafter they’vewaited 10minExplainprocessesclearlyUse PatientidentifiersappropriatelyRememberthey have achoice ofwhere to getcareDocumentCarefullyAsk: Whatare youlooking for intoday'sexperience?Take timefor YOUif neededMake a nicecomment abouttheir clothing orhair or glassesetc

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