Listen:Theyknow theirbodyDocumentCarefullyOffer water,snack,pillow,blanket . . .Be awareof yourtone ofvoiceCheck inwith themafter they'vewaited morethan 10 minTake timefor YOUif neededLearnsomething"non-medical"about ptTry torememberthem &notice newthingsListen:Theyknow theirbodyThankthem forchoosingour clinicHaveFun!Keep acleanenvironmentUse PtidentifiersappropriatelyAsk: Whatare youlooking for intoday'sexperience?Rememberthey have achoice ofwhere to getcareSlowdown &be MindfulRemembertheir name &use it inconversationExplainprocessesclearlyRememberthey have achoice ofwhere to getcareBe awareof yourtone ofvoiceThankthem forchoosingour clinicSmile-even ifyou're onthe phoneWhat ismundane toyou isprobablynew to PtCheck inwith themafter they’vewaited 10minKeep acleanenvironmentTake timefor YOUif neededRemembertheir name &use it inconversationReturnmessagespromptlyTry torememberthem & noticenew thingsabout themUse ErrorPreventiontechniquesWhat ismundane toyou isprobablynew for ptAsk: Whatare youlooking for intoday'sexperience?Use PatientidentifiersappropriatelyMake a nicecomment abouttheir clothing orhair or glassesetcSlowdown &be mindfulVerify that alltheir ?’s havebeen answeredbefore theyleaveReturnmessagespromptlySmile –even ifyou’re onthe phoneVerify that alltheir ?'s areansweredbefore theyleaveAskquestionsto clarifyExplainprocessesclearlyUse ErrorpreventiontechniquesFollow up& FollowthruAskquestionsto clarifyHaveFun!Offer water,snack,pillow,blanket...Learnsomething"non-medical"about PtFollow up& FollowThruMake a nicecomment abouttheir clothing orhair orglasses... :)Listen:Theyknow theirbodyDocumentCarefullyOffer water,snack,pillow,blanket . . .Be awareof yourtone ofvoiceCheck inwith themafter they'vewaited morethan 10 minTake timefor YOUif neededLearnsomething"non-medical"about ptTry torememberthem &notice newthingsListen:Theyknow theirbodyThankthem forchoosingour clinicHaveFun!Keep acleanenvironmentUse PtidentifiersappropriatelyAsk: Whatare youlooking for intoday'sexperience?Rememberthey have achoice ofwhere to getcareSlowdown &be MindfulRemembertheir name &use it inconversationExplainprocessesclearlyRememberthey have achoice ofwhere to getcareBe awareof yourtone ofvoiceThankthem forchoosingour clinicSmile-even ifyou're onthe phoneWhat ismundane toyou isprobablynew to PtCheck inwith themafter they’vewaited 10minKeep acleanenvironmentTake timefor YOUif neededRemembertheir name &use it inconversationReturnmessagespromptlyTry torememberthem & noticenew thingsabout themUse ErrorPreventiontechniquesWhat ismundane toyou isprobablynew for ptAsk: Whatare youlooking for intoday'sexperience?Use PatientidentifiersappropriatelyMake a nicecomment abouttheir clothing orhair or glassesetcSlowdown &be mindfulVerify that alltheir ?’s havebeen answeredbefore theyleaveReturnmessagespromptlySmile –even ifyou’re onthe phoneVerify that alltheir ?'s areansweredbefore theyleaveAskquestionsto clarifyExplainprocessesclearlyUse ErrorpreventiontechniquesFollow up& FollowthruAskquestionsto clarifyHaveFun!Offer water,snack,pillow,blanket...Learnsomething"non-medical"about PtFollow up& FollowThruMake a nicecomment abouttheir clothing orhair orglasses... :)

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