Use PatientidentifiersappropriatelySlowdown &be mindfulListen:Theyknow theirbodyBe awareof yourtone ofvoiceUse ErrorpreventiontechniquesMake a nicecomment abouttheir clothing orhair or glassesetcCheck inwith themafter they'vewaited morethan 10 minRememberthey have achoice ofwhere to getcareAskquestionsto clarifyRemembertheir name &use it inconversationFollow up& FollowThruReturnmessagespromptlyDocumentCarefullyReturnmessagespromptlyKeep acleanenvironmentAsk: Whatare youlooking for intoday'sexperience?Try torememberthem &notice newthingsTake timefor YOUif neededRememberthey have achoice ofwhere to getcareUse PtidentifiersappropriatelyListen:Theyknow theirbodyThankthem forchoosingour clinicBe awareof yourtone ofvoiceWhat ismundane toyou isprobablynew for ptLearnsomething"non-medical"about PtHaveFun!HaveFun!Keep acleanenvironmentLearnsomething"non-medical"about ptSlowdown &be MindfulAsk: Whatare youlooking for intoday'sexperience?What ismundane toyou isprobablynew to PtVerify that alltheir ?’s havebeen answeredbefore theyleaveUse ErrorPreventiontechniquesOffer water,snack,pillow,blanket...Try torememberthem & noticenew thingsabout themSmile –even ifyou’re onthe phoneTake timefor YOUif neededThankthem forchoosingour clinicOffer water,snack,pillow,blanket . . .Smile-even ifyou're onthe phoneMake a nicecomment abouttheir clothing orhair orglasses... :)Remembertheir name &use it inconversationAskquestionsto clarifyCheck inwith themafter they’vewaited 10minVerify that alltheir ?'s areansweredbefore theyleaveFollow up& FollowthruExplainprocessesclearlyExplainprocessesclearlyUse PatientidentifiersappropriatelySlowdown &be mindfulListen:Theyknow theirbodyBe awareof yourtone ofvoiceUse ErrorpreventiontechniquesMake a nicecomment abouttheir clothing orhair or glassesetcCheck inwith themafter they'vewaited morethan 10 minRememberthey have achoice ofwhere to getcareAskquestionsto clarifyRemembertheir name &use it inconversationFollow up& FollowThruReturnmessagespromptlyDocumentCarefullyReturnmessagespromptlyKeep acleanenvironmentAsk: Whatare youlooking for intoday'sexperience?Try torememberthem &notice newthingsTake timefor YOUif neededRememberthey have achoice ofwhere to getcareUse PtidentifiersappropriatelyListen:Theyknow theirbodyThankthem forchoosingour clinicBe awareof yourtone ofvoiceWhat ismundane toyou isprobablynew for ptLearnsomething"non-medical"about PtHaveFun!HaveFun!Keep acleanenvironmentLearnsomething"non-medical"about ptSlowdown &be MindfulAsk: Whatare youlooking for intoday'sexperience?What ismundane toyou isprobablynew to PtVerify that alltheir ?’s havebeen answeredbefore theyleaveUse ErrorPreventiontechniquesOffer water,snack,pillow,blanket...Try torememberthem & noticenew thingsabout themSmile –even ifyou’re onthe phoneTake timefor YOUif neededThankthem forchoosingour clinicOffer water,snack,pillow,blanket . . .Smile-even ifyou're onthe phoneMake a nicecomment abouttheir clothing orhair orglasses... :)Remembertheir name &use it inconversationAskquestionsto clarifyCheck inwith themafter they’vewaited 10minVerify that alltheir ?'s areansweredbefore theyleaveFollow up& FollowthruExplainprocessesclearlyExplainprocessesclearly

Enhancing the Patient Experience - 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. Use Patient identifiers appropriately
  2. Slow down & be mindful
  3. Listen: They know their body
  4. Be aware of your tone of voice
  5. Use Error prevention techniques
  6. Make a nice comment about their clothing or hair or glasses etc
  7. Check in with them after they've waited more than 10 min
  8. Remember they have a choice of where to get care
  9. Ask questions to clarify
  10. Remember their name & use it in conversation
  11. Follow up & Follow Thru
  12. Return messages promptly
  13. Document Carefully
  14. Return messages promptly
  15. Keep a clean environment
  16. Ask: What are you looking for in today's experience?
  17. Try to remember them & notice new things
  18. Take time for YOU if needed
  19. Remember they have a choice of where to get care
  20. Use Pt identifiers appropriately
  21. Listen: They know their body
  22. Thank them for choosing our clinic
  23. Be aware of your tone of voice
  24. What is mundane to you is probably new for pt
  25. Learn something "non-medical" about Pt
  26. Have Fun!
  27. Have Fun!
  28. Keep a clean environment
  29. Learn something "non-medical" about pt
  30. Slow down & be Mindful
  31. Ask: What are you looking for in today's experience?
  32. What is mundane to you is probably new to Pt
  33. Verify that all their ?’s have been answered before they leave
  34. Use Error Prevention techniques
  35. Offer water, snack, pillow, blanket...
  36. Try to remember them & notice new things about them
  37. Smile – even if you’re on the phone
  38. Take time for YOU if needed
  39. Thank them for choosing our clinic
  40. Offer water, snack, pillow, blanket . . .
  41. Smile-even if you're on the phone
  42. Make a nice comment about their clothing or hair or glasses... :)
  43. Remember their name & use it in conversation
  44. Ask questions to clarify
  45. Check in with them after they’ve waited 10 min
  46. Verify that all their ?'s are answered before they leave
  47. Follow up & Follow thru
  48. Explain processes clearly
  49. Explain processes clearly