AskPreferredName(child)TelephoneEtiquetteOfferAssistanceGreetPatientsin LineGreet PatientsInLobby/HallwayServiceRecoveryAssessSituationConfirmNextStepsRespondPromptlyWayFindingExpectationSettingCompassionateCommunicationIntroduceYourselfAskPreferredLanguageWayFindingRespondPromptlyPersonalizeInteractionsConfirmUnderstandingAskPreferredName(Adult)DemonstrateSensitivityMake EyeContact &SmileServiceRecoverySupportTheTeamIntroduceColleaguesby NameAskPreferredName(child)TelephoneEtiquetteOfferAssistanceGreetPatientsin LineGreet PatientsInLobby/HallwayServiceRecoveryAssessSituationConfirmNextStepsRespondPromptlyWayFindingExpectationSettingCompassionateCommunicationIntroduceYourselfAskPreferredLanguageWayFindingRespondPromptlyPersonalizeInteractionsConfirmUnderstandingAskPreferredName(Adult)DemonstrateSensitivityMake EyeContact &SmileServiceRecoverySupportTheTeamIntroduceColleaguesby Name

PCARES - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. 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. Ask Preferred Name (child)
  2. Telephone Etiquette
  3. Offer Assistance
  4. Greet Patients in Line
  5. Greet Patients In Lobby/Hallway
  6. Service Recovery
  7. Assess Situation
  8. Confirm Next Steps
  9. Respond Promptly
  10. Way Finding
  11. Expectation Setting
  12. Compassionate Communication
  13. Introduce Yourself
  14. Ask Preferred Language
  15. Way Finding
  16. Respond Promptly
  17. Personalize Interactions
  18. Confirm Understanding
  19. Ask Preferred Name (Adult)
  20. Demonstrate Sensitivity
  21. Make Eye Contact & Smile
  22. Service Recovery
  23. Support The Team
  24. Introduce Colleagues by Name