All 24 words on this card
The words called so far are highlighted, to check a winning card.
"Close the Gap"
Acknowledge 5 people in the hallway
Ask "Is there anything else I can do?"
Ask "What are you most interested in accomplishing in this visit?"
Ask "What questions do you have?"
Conduct Room and Round
Explain survey process to patient
Explain the duration of an exam
Greet a guest by name
Introduce coworker by name
Introduce yourself by name
Knock on patient door before entering
Manage up a coworker
Manage Up a different department/clinic
Manage up physician
Offer comfort items to waiting patients (water magazines etc.)
Recognize a coworker for specific actions taken to enhance patient experience
Round on Reception Area
Thank the patient
Update patient about wait time
Use an empathy statement ("I see that ... I sense that ... I hear that ... It seems like ...)
Use HEART in Service Recovery
Use the phrase "For your comfort ..."
Use the phrase "To protect your privacy ..."
