TelephoneEtiquetteCompassionateCommunicationGreetPatientsin LineExpectationSettingAskPreferredName(child)RespondPromptlyServiceRecoveryWayFindingPersonalizeInteractionsRespondPromptlyDemonstrateSensitivityGreet PatientsInLobby/HallwayMake EyeContact &SmileAssessSituationServiceRecoveryConfirmNextStepsConfirmUnderstandingIntroduceYourselfAskPreferredLanguageOfferAssistanceIntroduceColleaguesby NameSupportTheTeamWayFindingAskPreferredName(Adult)TelephoneEtiquetteCompassionateCommunicationGreetPatientsin LineExpectationSettingAskPreferredName(child)RespondPromptlyServiceRecoveryWayFindingPersonalizeInteractionsRespondPromptlyDemonstrateSensitivityGreet PatientsInLobby/HallwayMake EyeContact &SmileAssessSituationServiceRecoveryConfirmNextStepsConfirmUnderstandingIntroduceYourselfAskPreferredLanguageOfferAssistanceIntroduceColleaguesby NameSupportTheTeamWayFindingAskPreferredName(Adult)

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. Telephone Etiquette
  2. Compassionate Communication
  3. Greet Patients in Line
  4. Expectation Setting
  5. Ask Preferred Name (child)
  6. Respond Promptly
  7. Service Recovery
  8. Way Finding
  9. Personalize Interactions
  10. Respond Promptly
  11. Demonstrate Sensitivity
  12. Greet Patients In Lobby/Hallway
  13. Make Eye Contact & Smile
  14. Assess Situation
  15. Service Recovery
  16. Confirm Next Steps
  17. Confirm Understanding
  18. Introduce Yourself
  19. Ask Preferred Language
  20. Offer Assistance
  21. Introduce Colleagues by Name
  22. Support The Team
  23. Way Finding
  24. Ask Preferred Name (Adult)