Keep acleanenvironmentThankthem forchoosingour clinicUse ErrorpreventiontechniquesTry torememberthem & noticenew thingsabout themSmile –even ifyou’re onthe phoneCheck inwith themafter they’vewaited 10minHaveFun!Offer water,snack,pillow,blanket...Rememberthey have achoice ofwhere to getcareVerify that alltheir ?’s havebeen answeredbefore theyleaveWhat ismundane toyou isprobablynew for ptAsk: Whatare youlooking for intoday'sexperience?DocumentCarefullyReturnmessagespromptlyUse PatientidentifiersappropriatelyMake a nicecomment abouttheir clothing orhair or glassesetcLearnsomething"non-medical"about ptExplainprocessesclearlyTake timefor YOUif neededAskquestionsto clarifyRemembertheir name &use it inconversationBe awareof yourtone ofvoiceSlowdown &be mindfulFollow up& FollowThruListen:Theyknow theirbodyKeep acleanenvironmentThankthem forchoosingour clinicUse ErrorpreventiontechniquesTry torememberthem & noticenew thingsabout themSmile –even ifyou’re onthe phoneCheck inwith themafter they’vewaited 10minHaveFun!Offer water,snack,pillow,blanket...Rememberthey have achoice ofwhere to getcareVerify that alltheir ?’s havebeen answeredbefore theyleaveWhat ismundane toyou isprobablynew for ptAsk: Whatare youlooking for intoday'sexperience?DocumentCarefullyReturnmessagespromptlyUse PatientidentifiersappropriatelyMake a nicecomment abouttheir clothing orhair or glassesetcLearnsomething"non-medical"about ptExplainprocessesclearlyTake timefor YOUif neededAskquestionsto clarifyRemembertheir name &use it inconversationBe awareof yourtone ofvoiceSlowdown &be mindfulFollow up& FollowThruListen:Theyknow theirbody

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