TelephoneEtiquetteConfirmNextStepsServiceRecoveryPersonalizeInteractionsExpectationSettingWayFindingIntroduceYourselfOfferAssistanceAssessSituationCompassionateCommunicationGreet PatientsInLobby/HallwayMake EyeContact &SmileAskPreferredName(Adult)SupportTheTeamGreetPatientsin LineConfirmUnderstandingAskPreferredName(child)RespondPromptlyRespondPromptlyServiceRecoveryIntroduceColleaguesby NameAskPreferredLanguageWayFindingDemonstrateSensitivityTelephoneEtiquetteConfirmNextStepsServiceRecoveryPersonalizeInteractionsExpectationSettingWayFindingIntroduceYourselfOfferAssistanceAssessSituationCompassionateCommunicationGreet PatientsInLobby/HallwayMake EyeContact &SmileAskPreferredName(Adult)SupportTheTeamGreetPatientsin LineConfirmUnderstandingAskPreferredName(child)RespondPromptlyRespondPromptlyServiceRecoveryIntroduceColleaguesby NameAskPreferredLanguageWayFindingDemonstrateSensitivity

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