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