DocumentCarefullyWhat ismundane toyou isprobablynew for ptHaveFun!Use ErrorpreventiontechniquesKeep acleanenvironmentFollow up& FollowThruSlowdown &be mindfulRemembertheir name &use it inconversationThankthem forchoosingour clinicUse PatientidentifiersappropriatelyOffer water,snack,pillow,blanket...Be awareof yourtone ofvoiceListen:Theyknow theirbodyReturnmessagespromptlyTry torememberthem & noticenew thingsabout themMake a nicecomment abouttheir clothing orhair or glassesetcCheck inwith themafter they’vewaited 10minAskquestionsto clarifySmile –even ifyou’re onthe phoneAsk: Whatare youlooking for intoday'sexperience?Rememberthey have achoice ofwhere to getcareTake timefor YOUif neededLearnsomething"non-medical"about ptExplainprocessesclearlyVerify that alltheir ?’s havebeen answeredbefore theyleaveDocumentCarefullyWhat ismundane toyou isprobablynew for ptHaveFun!Use ErrorpreventiontechniquesKeep acleanenvironmentFollow up& FollowThruSlowdown &be mindfulRemembertheir name &use it inconversationThankthem forchoosingour clinicUse PatientidentifiersappropriatelyOffer water,snack,pillow,blanket...Be awareof yourtone ofvoiceListen:Theyknow theirbodyReturnmessagespromptlyTry torememberthem & noticenew thingsabout themMake a nicecomment abouttheir clothing orhair or glassesetcCheck inwith themafter they’vewaited 10minAskquestionsto clarifySmile –even ifyou’re onthe phoneAsk: Whatare youlooking for intoday'sexperience?Rememberthey have achoice ofwhere to getcareTake timefor YOUif neededLearnsomething"non-medical"about ptExplainprocessesclearlyVerify that alltheir ?’s havebeen answeredbefore theyleave

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