ServicequalityBag ofglassesI havea co-pay?EffectivecommunicationCustomerSupportShould Ikeep myglasseson?E-Checkin, but didnot notifyusHowmuchlongerFollow-upand followthroughPt wants toschedulewithoutinsuranceMy visionis fine, itis not.CustomerneedsEyecontactCustomerexperienceCustomerinteractionPt answersphoneduringexamNot aproviderfor yourinsuranceResponsivenessInsurancereferralBillingproblemsPersonalizationCustomerretentionCustomerrelationshipWhat’s arefractionLeft theirglassesat homeProblemsolvingDr.GooglePhonesringingduring ameetingDelayedlabreportsActivelisteningDriver’slicenseformEmpathyCo-workeris lateRefractionSmilePt doesn’thaveinsurancecardCo-workercan’t multi-task,needs helpPtdemandssoonerappt.HIPPATimelinessCallsname, &wrong PtrespondsBill mycopayTalksabouteverythingbut eyesPt unhappyabouthaving aresidentPositiveattitudePt 30minuteslateCustomerSatisfactionPrismCo-workergoes onbreak atbusy timeStaffreportssafetyconcernDid theyforgetmePt wantsto usevisionInsuranceRespectProfessionalismCustomerloyaltyIs thedoctorhere formy appt?Noreferraland/orprior AuthWent towronglocationNoshowCustomerfeedbackWe’vealwaysdone itthis wayCustomercarePt answersphoneduringexamRefusestreatmentdue todilationCan readbetter withglasses off,& they can’tServicequalityBag ofglassesI havea co-pay?EffectivecommunicationCustomerSupportShould Ikeep myglasseson?E-Checkin, but didnot notifyusHowmuchlongerFollow-upand followthroughPt wants toschedulewithoutinsuranceMy visionis fine, itis not.CustomerneedsEyecontactCustomerexperienceCustomerinteractionPt answersphoneduringexamNot aproviderfor yourinsuranceResponsivenessInsurancereferralBillingproblemsPersonalizationCustomerretentionCustomerrelationshipWhat’s arefractionLeft theirglassesat homeProblemsolvingDr.GooglePhonesringingduring ameetingDelayedlabreportsActivelisteningDriver’slicenseformEmpathyCo-workeris lateRefractionSmilePt doesn’thaveinsurancecardCo-workercan’t multi-task,needs helpPtdemandssoonerappt.HIPPATimelinessCallsname, &wrong PtrespondsBill mycopayTalksabouteverythingbut eyesPt unhappyabouthaving aresidentPositiveattitudePt 30minuteslateCustomerSatisfactionPrismCo-workergoes onbreak atbusy timeStaffreportssafetyconcernDid theyforgetmePt wantsto usevisionInsuranceRespectProfessionalismCustomerloyaltyIs thedoctorhere formy appt?Noreferraland/orprior AuthWent towronglocationNoshowCustomerfeedbackWe’vealwaysdone itthis wayCustomercarePt answersphoneduringexamRefusestreatmentdue todilationCan readbetter withglasses off,& they can’t

OPTIC BINGO - 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.


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  1. O-Service quality
  2. I-Bag of glasses
  3. T-I have a co-pay?
  4. P-Effective communication
  5. P-Customer Support
  6. T-Should I keep my glasses on?
  7. O-E-Check in, but did not notify us
  8. P-How much longer
  9. I-Follow-up and follow through
  10. T-Pt wants to schedule without insurance
  11. P-My vision is fine, it is not.
  12. O-Customer needs
  13. I-Eye contact
  14. C-Customer experience
  15. C-Customer interaction
  16. P-Pt answers phone during exam
  17. T-Not a provider for your insurance
  18. I-Responsiveness
  19. I-Insurance referral
  20. C-Billing problems
  21. O-Personalization
  22. P-Customer retention
  23. C-Customer relationship
  24. P-What’s a refraction
  25. O-Left their glasses at home
  26. I-Problem solving
  27. O-Dr. Google
  28. C-Phones ringing during a meeting
  29. T-Delayed lab reports
  30. O-Active listening
  31. P-Driver’s license form
  32. C-Empathy
  33. T-Co-worker is late
  34. T-Refraction
  35. O-Smile
  36. O-Pt doesn’t have insurance card
  37. C-Co-worker can’t multi-task, needs help
  38. T-Pt demands sooner appt.
  39. P-HIPPA
  40. P-Timeliness
  41. I-Calls name, & wrong Pt responds
  42. O-Bill my copay
  43. I-Talks about everything but eyes
  44. T-Pt unhappy about having a resident
  45. C-Positive attitude
  46. O-Pt 30 minutes late
  47. C-Customer Satisfaction
  48. I-Prism
  49. C-Co-worker goes on break at busy time
  50. T-Staff reports safety concern
  51. O-Did they forget me
  52. C-Pt wants to use vision Insurance
  53. C-Respect
  54. P-Professionalism
  55. P-Customer loyalty
  56. C-Is the doctor here for my appt?
  57. T-No referral and/or prior Auth
  58. O-Went to wrong location
  59. I-No show
  60. I-Customer feedback
  61. T-We’ve always done it this way
  62. I-Customer care
  63. I-Pt answers phone during exam
  64. T-Refuses treatment due to dilation
  65. P-Can read better with glasses off, & they can’t