ReturnmessagespromptlyCheck inwith themafter they’vewaited 10minAskquestionsto clarifyLearnsomething"non-medical"about ptSmile –even ifyou’re onthe phoneVerify that alltheir ?’s havebeen answeredbefore theyleaveTake timefor YOUif neededOffer water,snack,pillow,blanket...Thankthem forchoosingour clinicMake a nicecomment abouttheir clothing orhair or glassesetcRememberthey have achoice ofwhere to getcareUse PatientidentifiersappropriatelyWhat ismundane toyou isprobablynew for ptBe awareof yourtone ofvoiceSlowdown &be mindfulHaveFun!Use ErrorpreventiontechniquesFollow up& FollowThruAsk: Whatare youlooking for intoday'sexperience?DocumentCarefullyListen:Theyknow theirbodyExplainprocessesclearlyKeep acleanenvironmentTry torememberthem & noticenew thingsabout themRemembertheir name &use it inconversationReturnmessagespromptlyCheck inwith themafter they’vewaited 10minAskquestionsto clarifyLearnsomething"non-medical"about ptSmile –even ifyou’re onthe phoneVerify that alltheir ?’s havebeen answeredbefore theyleaveTake timefor YOUif neededOffer water,snack,pillow,blanket...Thankthem forchoosingour clinicMake a nicecomment abouttheir clothing orhair or glassesetcRememberthey have achoice ofwhere to getcareUse PatientidentifiersappropriatelyWhat ismundane toyou isprobablynew for ptBe awareof yourtone ofvoiceSlowdown &be mindfulHaveFun!Use ErrorpreventiontechniquesFollow up& FollowThruAsk: Whatare youlooking for intoday'sexperience?DocumentCarefullyListen:Theyknow theirbodyExplainprocessesclearlyKeep acleanenvironmentTry torememberthem & noticenew thingsabout themRemembertheir name &use it inconversation

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