Askquestionsto clarifyReturnmessagespromptlyCheck inwith themafter they’vewaited 10minKeep acleanenvironmentTake timefor YOUif neededSmile –even ifyou’re onthe phoneUse PatientidentifiersappropriatelyRememberthey have achoice ofwhere to getcareBe awareof yourtone ofvoiceVerify that alltheir ?’s havebeen answeredbefore theyleaveAsk: Whatare youlooking for intoday'sexperience?Learnsomething"non-medical"about ptExplainprocessesclearlyOffer water,snack,pillow,blanket...Thankthem forchoosingour clinicWhat ismundane toyou isprobablynew for ptMake a nicecomment abouttheir clothing orhair or glassesetcTry torememberthem & noticenew thingsabout themSlowdown &be mindfulFollow up& FollowThruDocumentCarefullyListen:Theyknow theirbodyUse ErrorpreventiontechniquesRemembertheir name &use it inconversationHaveFun!Askquestionsto clarifyReturnmessagespromptlyCheck inwith themafter they’vewaited 10minKeep acleanenvironmentTake timefor YOUif neededSmile –even ifyou’re onthe phoneUse PatientidentifiersappropriatelyRememberthey have achoice ofwhere to getcareBe awareof yourtone ofvoiceVerify that alltheir ?’s havebeen answeredbefore theyleaveAsk: Whatare youlooking for intoday'sexperience?Learnsomething"non-medical"about ptExplainprocessesclearlyOffer water,snack,pillow,blanket...Thankthem forchoosingour clinicWhat ismundane toyou isprobablynew for ptMake a nicecomment abouttheir clothing orhair or glassesetcTry torememberthem & noticenew thingsabout themSlowdown &be mindfulFollow up& FollowThruDocumentCarefullyListen:Theyknow theirbodyUse ErrorpreventiontechniquesRemembertheir name &use it inconversationHaveFun!

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