Use ErrorPreventiontechniquesReturnmessagespromptlyUse PtidentifiersappropriatelyUse PatientidentifiersappropriatelyCheck inwith themafter they'vewaited morethan 10 minExplainprocessesclearlyListen:Theyknow theirbodyAskquestionsto clarifyOffer water,snack,pillow,blanket...Offer water,snack,pillow,blanket . . .Ask: Whatare youlooking for intoday'sexperience?Take timefor YOUif neededRemembertheir name &use it inconversationAskquestionsto clarifySlowdown &be mindfulBe awareof yourtone ofvoiceVerify that alltheir ?’s havebeen answeredbefore theyleaveMake a nicecomment abouttheir clothing orhair orglasses... :)Learnsomething"non-medical"about ptTake timefor YOUif neededAsk: Whatare youlooking for intoday'sexperience?Smile –even ifyou’re onthe phoneHaveFun!Follow up& FollowThruWhat ismundane toyou isprobablynew to PtKeep acleanenvironmentTry torememberthem & noticenew thingsabout themSlowdown &be MindfulRememberthey have achoice ofwhere to getcareRememberthey have achoice ofwhere to getcareThankthem forchoosingour clinicLearnsomething"non-medical"about PtFollow up& FollowthruListen:Theyknow theirbodyBe awareof yourtone ofvoiceRemembertheir name &use it inconversationHaveFun!Try torememberthem &notice newthingsSmile-even ifyou're onthe phoneCheck inwith themafter they’vewaited 10minUse ErrorpreventiontechniquesKeep acleanenvironmentExplainprocessesclearlyReturnmessagespromptlyMake a nicecomment abouttheir clothing orhair or glassesetcVerify that alltheir ?'s areansweredbefore theyleaveThankthem forchoosingour clinicDocumentCarefullyWhat ismundane toyou isprobablynew for ptUse ErrorPreventiontechniquesReturnmessagespromptlyUse PtidentifiersappropriatelyUse PatientidentifiersappropriatelyCheck inwith themafter they'vewaited morethan 10 minExplainprocessesclearlyListen:Theyknow theirbodyAskquestionsto clarifyOffer water,snack,pillow,blanket...Offer water,snack,pillow,blanket . . .Ask: Whatare youlooking for intoday'sexperience?Take timefor YOUif neededRemembertheir name &use it inconversationAskquestionsto clarifySlowdown &be mindfulBe awareof yourtone ofvoiceVerify that alltheir ?’s havebeen answeredbefore theyleaveMake a nicecomment abouttheir clothing orhair orglasses... :)Learnsomething"non-medical"about ptTake timefor YOUif neededAsk: Whatare youlooking for intoday'sexperience?Smile –even ifyou’re onthe phoneHaveFun!Follow up& FollowThruWhat ismundane toyou isprobablynew to PtKeep acleanenvironmentTry torememberthem & noticenew thingsabout themSlowdown &be MindfulRememberthey have achoice ofwhere to getcareRememberthey have achoice ofwhere to getcareThankthem forchoosingour clinicLearnsomething"non-medical"about PtFollow up& FollowthruListen:Theyknow theirbodyBe awareof yourtone ofvoiceRemembertheir name &use it inconversationHaveFun!Try torememberthem &notice newthingsSmile-even ifyou're onthe phoneCheck inwith themafter they’vewaited 10minUse ErrorpreventiontechniquesKeep acleanenvironmentExplainprocessesclearlyReturnmessagespromptlyMake a nicecomment abouttheir clothing orhair or glassesetcVerify that alltheir ?'s areansweredbefore theyleaveThankthem forchoosingour clinicDocumentCarefullyWhat ismundane toyou isprobablynew for pt

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