DocumentCarefullyListen:Theyknow theirbodyUse ErrorpreventiontechniquesFollow up& FollowthruThankthem forchoosingour clinicLearnsomething"non-medical"about ptUse PatientidentifiersappropriatelyBe awareof yourtone ofvoiceVerify that alltheir ?’s havebeen answeredbefore theyleaveSlowdown &be mindfulReturnmessagespromptlyTry torememberthem & noticenew thingsabout themUse ErrorPreventiontechniquesListen:Theyknow theirbodyExplainprocessesclearlyHaveFun!Ask: Whatare youlooking for intoday'sexperience?Use PtidentifiersappropriatelyHaveFun!Try torememberthem &notice newthingsTake timefor YOUif neededRemembertheir name &use it inconversationKeep acleanenvironmentThankthem forchoosingour clinicWhat ismundane toyou isprobablynew to PtMake a nicecomment abouttheir clothing orhair orglasses... :)Be awareof yourtone ofvoiceCheck inwith themafter they'vewaited morethan 10 minKeep acleanenvironmentSlowdown &be MindfulVerify that alltheir ?'s areansweredbefore theyleaveRememberthey have achoice ofwhere to getcareSmile –even ifyou’re onthe phoneTake timefor YOUif neededRemembertheir name &use it inconversationExplainprocessesclearlyReturnmessagespromptlySmile-even ifyou're onthe phoneLearnsomething"non-medical"about PtOffer water,snack,pillow,blanket...Make a nicecomment abouttheir clothing orhair or glassesetcWhat ismundane toyou isprobablynew for ptFollow up& FollowThruCheck inwith themafter they’vewaited 10minAskquestionsto clarifyRememberthey have achoice ofwhere to getcareOffer water,snack,pillow,blanket . . .Ask: Whatare youlooking for intoday'sexperience?Askquestionsto clarifyDocumentCarefullyListen:Theyknow theirbodyUse ErrorpreventiontechniquesFollow up& FollowthruThankthem forchoosingour clinicLearnsomething"non-medical"about ptUse PatientidentifiersappropriatelyBe awareof yourtone ofvoiceVerify that alltheir ?’s havebeen answeredbefore theyleaveSlowdown &be mindfulReturnmessagespromptlyTry torememberthem & noticenew thingsabout themUse ErrorPreventiontechniquesListen:Theyknow theirbodyExplainprocessesclearlyHaveFun!Ask: Whatare youlooking for intoday'sexperience?Use PtidentifiersappropriatelyHaveFun!Try torememberthem &notice newthingsTake timefor YOUif neededRemembertheir name &use it inconversationKeep acleanenvironmentThankthem forchoosingour clinicWhat ismundane toyou isprobablynew to PtMake a nicecomment abouttheir clothing orhair orglasses... :)Be awareof yourtone ofvoiceCheck inwith themafter they'vewaited morethan 10 minKeep acleanenvironmentSlowdown &be MindfulVerify that alltheir ?'s areansweredbefore theyleaveRememberthey have achoice ofwhere to getcareSmile –even ifyou’re onthe phoneTake timefor YOUif neededRemembertheir name &use it inconversationExplainprocessesclearlyReturnmessagespromptlySmile-even ifyou're onthe phoneLearnsomething"non-medical"about PtOffer water,snack,pillow,blanket...Make a nicecomment abouttheir clothing orhair or glassesetcWhat ismundane toyou isprobablynew for ptFollow up& FollowThruCheck inwith themafter they’vewaited 10minAskquestionsto clarifyRememberthey have achoice ofwhere to getcareOffer water,snack,pillow,blanket . . .Ask: Whatare youlooking for intoday'sexperience?Askquestionsto clarify

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