Keep acleanenvironmentVerify that alltheir ?’s havebeen answeredbefore theyleaveWhat ismundane toyou isprobablynew for ptSmile –even ifyou’re onthe phoneUse ErrorpreventiontechniquesVerify that alltheir ?'s areansweredbefore theyleaveTry torememberthem & noticenew thingsabout themLearnsomething"non-medical"about ptFollow up& FollowThruRememberthey have achoice ofwhere to getcareHaveFun!Try torememberthem &notice newthingsSlowdown &be MindfulRemembertheir name &use it inconversationUse PatientidentifiersappropriatelyThankthem forchoosingour clinicFollow up& FollowthruBe awareof yourtone ofvoiceExplainprocessesclearlyWhat ismundane toyou isprobablynew to PtUse PtidentifiersappropriatelyTake timefor YOUif neededSlowdown &be mindfulLearnsomething"non-medical"about PtThankthem forchoosingour clinicAsk: Whatare youlooking for intoday'sexperience?Ask: Whatare youlooking for intoday'sexperience?HaveFun!DocumentCarefullyUse ErrorPreventiontechniquesReturnmessagespromptlyCheck inwith themafter they'vewaited morethan 10 minCheck inwith themafter they’vewaited 10minListen:Theyknow theirbodyMake a nicecomment abouttheir clothing orhair orglasses... :)Keep acleanenvironmentReturnmessagespromptlyExplainprocessesclearlyRememberthey have achoice ofwhere to getcareBe awareof yourtone ofvoiceOffer water,snack,pillow,blanket...Smile-even ifyou're onthe phoneOffer water,snack,pillow,blanket . . .Take timefor YOUif neededMake a nicecomment abouttheir clothing orhair or glassesetcAskquestionsto clarifyAskquestionsto clarifyRemembertheir name &use it inconversationListen:Theyknow theirbodyKeep acleanenvironmentVerify that alltheir ?’s havebeen answeredbefore theyleaveWhat ismundane toyou isprobablynew for ptSmile –even ifyou’re onthe phoneUse ErrorpreventiontechniquesVerify that alltheir ?'s areansweredbefore theyleaveTry torememberthem & noticenew thingsabout themLearnsomething"non-medical"about ptFollow up& FollowThruRememberthey have achoice ofwhere to getcareHaveFun!Try torememberthem &notice newthingsSlowdown &be MindfulRemembertheir name &use it inconversationUse PatientidentifiersappropriatelyThankthem forchoosingour clinicFollow up& FollowthruBe awareof yourtone ofvoiceExplainprocessesclearlyWhat ismundane toyou isprobablynew to PtUse PtidentifiersappropriatelyTake timefor YOUif neededSlowdown &be mindfulLearnsomething"non-medical"about PtThankthem forchoosingour clinicAsk: Whatare youlooking for intoday'sexperience?Ask: Whatare youlooking for intoday'sexperience?HaveFun!DocumentCarefullyUse ErrorPreventiontechniquesReturnmessagespromptlyCheck inwith themafter they'vewaited morethan 10 minCheck inwith themafter they’vewaited 10minListen:Theyknow theirbodyMake a nicecomment abouttheir clothing orhair orglasses... :)Keep acleanenvironmentReturnmessagespromptlyExplainprocessesclearlyRememberthey have achoice ofwhere to getcareBe awareof yourtone ofvoiceOffer water,snack,pillow,blanket...Smile-even ifyou're onthe phoneOffer water,snack,pillow,blanket . . .Take timefor YOUif neededMake a nicecomment abouttheir clothing orhair or glassesetcAskquestionsto clarifyAskquestionsto clarifyRemembertheir name &use it inconversationListen:Theyknow theirbody

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