ExplainprocessesclearlyFollow up& FollowThruSmile –even ifyou’re onthe phoneFollow up& FollowthruLearnsomething"non-medical"about ptThankthem forchoosingour clinicExplainprocessesclearlyHaveFun!What ismundane toyou isprobablynew to PtUse PatientidentifiersappropriatelyDocumentCarefullyReturnmessagespromptlyLearnsomething"non-medical"about PtRememberthey have achoice ofwhere to getcareMake a nicecomment abouttheir clothing orhair orglasses... :)Askquestionsto clarifyReturnmessagespromptlyAskquestionsto clarifyOffer water,snack,pillow,blanket...What ismundane toyou isprobablynew for ptThankthem forchoosingour clinicSlowdown &be mindfulOffer water,snack,pillow,blanket . . .Take timefor YOUif neededUse ErrorpreventiontechniquesRemembertheir name &use it inconversationTry torememberthem &notice newthingsMake a nicecomment abouttheir clothing orhair or glassesetcSlowdown &be MindfulTry torememberthem & noticenew thingsabout themBe awareof yourtone ofvoiceKeep acleanenvironmentAsk: Whatare youlooking for intoday'sexperience?Keep acleanenvironmentHaveFun!Use PtidentifiersappropriatelyVerify that alltheir ?’s havebeen answeredbefore theyleaveSmile-even ifyou're onthe phoneCheck inwith themafter they’vewaited 10minCheck inwith themafter they'vewaited morethan 10 minRememberthey have achoice ofwhere to getcareVerify that alltheir ?'s areansweredbefore theyleaveRemembertheir name &use it inconversationUse ErrorPreventiontechniquesTake timefor YOUif neededAsk: Whatare youlooking for intoday'sexperience?Be awareof yourtone ofvoiceListen:Theyknow theirbodyListen:Theyknow theirbodyExplainprocessesclearlyFollow up& FollowThruSmile –even ifyou’re onthe phoneFollow up& FollowthruLearnsomething"non-medical"about ptThankthem forchoosingour clinicExplainprocessesclearlyHaveFun!What ismundane toyou isprobablynew to PtUse PatientidentifiersappropriatelyDocumentCarefullyReturnmessagespromptlyLearnsomething"non-medical"about PtRememberthey have achoice ofwhere to getcareMake a nicecomment abouttheir clothing orhair orglasses... :)Askquestionsto clarifyReturnmessagespromptlyAskquestionsto clarifyOffer water,snack,pillow,blanket...What ismundane toyou isprobablynew for ptThankthem forchoosingour clinicSlowdown &be mindfulOffer water,snack,pillow,blanket . . .Take timefor YOUif neededUse ErrorpreventiontechniquesRemembertheir name &use it inconversationTry torememberthem &notice newthingsMake a nicecomment abouttheir clothing orhair or glassesetcSlowdown &be MindfulTry torememberthem & noticenew thingsabout themBe awareof yourtone ofvoiceKeep acleanenvironmentAsk: Whatare youlooking for intoday'sexperience?Keep acleanenvironmentHaveFun!Use PtidentifiersappropriatelyVerify that alltheir ?’s havebeen answeredbefore theyleaveSmile-even ifyou're onthe phoneCheck inwith themafter they’vewaited 10minCheck inwith themafter they'vewaited morethan 10 minRememberthey have achoice ofwhere to getcareVerify that alltheir ?'s areansweredbefore theyleaveRemembertheir name &use it inconversationUse ErrorPreventiontechniquesTake timefor YOUif neededAsk: Whatare youlooking for intoday'sexperience?Be awareof yourtone ofvoiceListen:Theyknow theirbodyListen: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. Explain processes clearly
  2. Follow up & Follow Thru
  3. Smile – even if you’re on the phone
  4. Follow up & Follow thru
  5. Learn something "non-medical" about pt
  6. Thank them for choosing our clinic
  7. Explain processes clearly
  8. Have Fun!
  9. What is mundane to you is probably new to Pt
  10. Use Patient identifiers appropriately
  11. Document Carefully
  12. Return messages promptly
  13. Learn something "non-medical" about Pt
  14. Remember they have a choice of where to get care
  15. Make a nice comment about their clothing or hair or glasses... :)
  16. Ask questions to clarify
  17. Return messages promptly
  18. Ask questions to clarify
  19. Offer water, snack, pillow, blanket...
  20. What is mundane to you is probably new for pt
  21. Thank them for choosing our clinic
  22. Slow down & be mindful
  23. Offer water, snack, pillow, blanket . . .
  24. Take time for YOU if needed
  25. Use Error prevention techniques
  26. Remember their name & use it in conversation
  27. Try to remember them & notice new things
  28. Make a nice comment about their clothing or hair or glasses etc
  29. Slow down & be Mindful
  30. Try to remember them & notice new things about them
  31. Be aware of your tone of voice
  32. Keep a clean environment
  33. Ask: What are you looking for in today's experience?
  34. Keep a clean environment
  35. Have Fun!
  36. Use Pt identifiers appropriately
  37. Verify that all their ?’s have been answered before they leave
  38. Smile-even if you're on the phone
  39. Check in with them after they’ve waited 10 min
  40. Check in with them after they've waited more than 10 min
  41. Remember they have a choice of where to get care
  42. Verify that all their ?'s are answered before they leave
  43. Remember their name & use it in conversation
  44. Use Error Prevention techniques
  45. Take time for YOU if needed
  46. Ask: What are you looking for in today's experience?
  47. Be aware of your tone of voice
  48. Listen: They know their body
  49. Listen: They know their body