Slowdown &be mindfulTake timefor YOUif neededHaveFun!Rememberthey have achoice ofwhere to getcareMake a nicecomment abouttheir clothing orhair or glassesetcListen:Theyknow theirbodyFollow up& FollowThruVerify that alltheir ?’s havebeen answeredbefore theyleaveTry torememberthem & noticenew thingsabout themExplainprocessesclearlyDocumentCarefullyKeep acleanenvironmentOffer water,snack,pillow,blanket...Askquestionsto clarifyUse ErrorpreventiontechniquesCheck inwith themafter they’vewaited 10minAsk: Whatare youlooking for intoday'sexperience?ReturnmessagespromptlyRemembertheir name &use it inconversationThankthem forchoosingour clinicSmile –even ifyou’re onthe phoneWhat ismundane toyou isprobablynew for ptUse PatientidentifiersappropriatelyLearnsomething"non-medical"about ptBe awareof yourtone ofvoiceSlowdown &be mindfulTake timefor YOUif neededHaveFun!Rememberthey have achoice ofwhere to getcareMake a nicecomment abouttheir clothing orhair or glassesetcListen:Theyknow theirbodyFollow up& FollowThruVerify that alltheir ?’s havebeen answeredbefore theyleaveTry torememberthem & noticenew thingsabout themExplainprocessesclearlyDocumentCarefullyKeep acleanenvironmentOffer water,snack,pillow,blanket...Askquestionsto clarifyUse ErrorpreventiontechniquesCheck inwith themafter they’vewaited 10minAsk: Whatare youlooking for intoday'sexperience?ReturnmessagespromptlyRemembertheir name &use it inconversationThankthem forchoosingour clinicSmile –even ifyou’re onthe phoneWhat ismundane toyou isprobablynew for ptUse PatientidentifiersappropriatelyLearnsomething"non-medical"about ptBe awareof yourtone ofvoice

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