Be awareof yourtone ofvoiceExplainprocessesclearlyDocumentCarefullyReturnmessagespromptlyThankthem forchoosingour clinicWhat ismundane toyou isprobablynew for ptFollow up& FollowThruRemembertheir name &use it inconversationListen:Theyknow theirbodyMake a nicecomment abouttheir clothing orhair or glassesetcLearnsomething"non-medical"about ptKeep acleanenvironmentTry torememberthem & noticenew thingsabout themAsk: Whatare youlooking for intoday'sexperience?Use ErrorpreventiontechniquesRememberthey have achoice ofwhere to getcareCheck inwith themafter they’vewaited 10minAskquestionsto clarifyTake timefor YOUif neededSmile –even ifyou’re onthe phoneOffer water,snack,pillow,blanket...Use PatientidentifiersappropriatelyVerify that alltheir ?’s havebeen answeredbefore theyleaveHaveFun!Slowdown &be mindfulBe awareof yourtone ofvoiceExplainprocessesclearlyDocumentCarefullyReturnmessagespromptlyThankthem forchoosingour clinicWhat ismundane toyou isprobablynew for ptFollow up& FollowThruRemembertheir name &use it inconversationListen:Theyknow theirbodyMake a nicecomment abouttheir clothing orhair or glassesetcLearnsomething"non-medical"about ptKeep acleanenvironmentTry torememberthem & noticenew thingsabout themAsk: Whatare youlooking for intoday'sexperience?Use ErrorpreventiontechniquesRememberthey have achoice ofwhere to getcareCheck inwith themafter they’vewaited 10minAskquestionsto clarifyTake timefor YOUif neededSmile –even ifyou’re onthe phoneOffer water,snack,pillow,blanket...Use PatientidentifiersappropriatelyVerify that alltheir ?’s havebeen answeredbefore theyleaveHaveFun!Slowdown &be mindful

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