Slowdown &be mindfulVerify that alltheir ?’s havebeen answeredbefore theyleaveWhat ismundane toyou isprobablynew for ptLearnsomething"non-medical"about ptKeep acleanenvironmentSmile –even ifyou’re onthe phoneRememberthey have achoice ofwhere to getcareBe awareof yourtone ofvoiceThankthem forchoosingour clinicFollow up& FollowThruAskquestionsto clarifyReturnmessagespromptlyRemembertheir name &use it inconversationHaveFun!Use ErrorpreventiontechniquesExplainprocessesclearlyUse PatientidentifiersappropriatelyAsk: Whatare youlooking for intoday'sexperience?Listen:Theyknow theirbodyMake a nicecomment abouttheir clothing orhair or glassesetcTake timefor YOUif neededDocumentCarefullyOffer water,snack,pillow,blanket...Check inwith themafter they’vewaited 10minTry torememberthem & noticenew thingsabout themSlowdown &be mindfulVerify that alltheir ?’s havebeen answeredbefore theyleaveWhat ismundane toyou isprobablynew for ptLearnsomething"non-medical"about ptKeep acleanenvironmentSmile –even ifyou’re onthe phoneRememberthey have achoice ofwhere to getcareBe awareof yourtone ofvoiceThankthem forchoosingour clinicFollow up& FollowThruAskquestionsto clarifyReturnmessagespromptlyRemembertheir name &use it inconversationHaveFun!Use ErrorpreventiontechniquesExplainprocessesclearlyUse PatientidentifiersappropriatelyAsk: Whatare youlooking for intoday'sexperience?Listen:Theyknow theirbodyMake a nicecomment abouttheir clothing orhair or glassesetcTake timefor YOUif neededDocumentCarefullyOffer water,snack,pillow,blanket...Check inwith themafter they’vewaited 10minTry torememberthem & noticenew thingsabout them

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