Smile –even ifyou’re onthe phoneReturnmessagespromptlyHaveFun!Try torememberthem &notice newthingsRemembertheir name &use it inconversationSmile-even ifyou're onthe phoneOffer water,snack,pillow,blanket...Learnsomething"non-medical"about ptExplainprocessesclearlySlowdown &be MindfulWhat ismundane toyou isprobablynew to PtRemembertheir name &use it inconversationBe awareof yourtone ofvoiceThankthem forchoosingour clinicKeep acleanenvironmentTry torememberthem & noticenew thingsabout themFollow up& FollowthruUse PatientidentifiersappropriatelyExplainprocessesclearlyUse ErrorPreventiontechniquesMake a nicecomment abouttheir clothing orhair or glassesetcAsk: Whatare youlooking for intoday'sexperience?Askquestionsto clarifyUse ErrorpreventiontechniquesTake timefor YOUif neededRememberthey have achoice ofwhere to getcareListen:Theyknow theirbodyRememberthey have achoice ofwhere to getcareAskquestionsto clarifyVerify that alltheir ?'s areansweredbefore theyleaveDocumentCarefullyOffer water,snack,pillow,blanket . . .Be awareof yourtone ofvoiceLearnsomething"non-medical"about PtCheck inwith themafter they’vewaited 10minFollow up& FollowThruHaveFun!Listen:Theyknow theirbodyThankthem forchoosingour clinicReturnmessagespromptlyUse PtidentifiersappropriatelyAsk: Whatare youlooking for intoday'sexperience?Take timefor YOUif neededKeep acleanenvironmentSlowdown &be mindfulWhat ismundane toyou isprobablynew for ptVerify that alltheir ?’s havebeen answeredbefore theyleaveMake a nicecomment abouttheir clothing orhair orglasses... :)Check inwith themafter they'vewaited morethan 10 minSmile –even ifyou’re onthe phoneReturnmessagespromptlyHaveFun!Try torememberthem &notice newthingsRemembertheir name &use it inconversationSmile-even ifyou're onthe phoneOffer water,snack,pillow,blanket...Learnsomething"non-medical"about ptExplainprocessesclearlySlowdown &be MindfulWhat ismundane toyou isprobablynew to PtRemembertheir name &use it inconversationBe awareof yourtone ofvoiceThankthem forchoosingour clinicKeep acleanenvironmentTry torememberthem & noticenew thingsabout themFollow up& FollowthruUse PatientidentifiersappropriatelyExplainprocessesclearlyUse ErrorPreventiontechniquesMake a nicecomment abouttheir clothing orhair or glassesetcAsk: Whatare youlooking for intoday'sexperience?Askquestionsto clarifyUse ErrorpreventiontechniquesTake timefor YOUif neededRememberthey have achoice ofwhere to getcareListen:Theyknow theirbodyRememberthey have achoice ofwhere to getcareAskquestionsto clarifyVerify that alltheir ?'s areansweredbefore theyleaveDocumentCarefullyOffer water,snack,pillow,blanket . . .Be awareof yourtone ofvoiceLearnsomething"non-medical"about PtCheck inwith themafter they’vewaited 10minFollow up& FollowThruHaveFun!Listen:Theyknow theirbodyThankthem forchoosingour clinicReturnmessagespromptlyUse PtidentifiersappropriatelyAsk: Whatare youlooking for intoday'sexperience?Take timefor YOUif neededKeep acleanenvironmentSlowdown &be mindfulWhat ismundane toyou isprobablynew for ptVerify that alltheir ?’s havebeen answeredbefore theyleaveMake a nicecomment abouttheir clothing orhair orglasses... :)Check inwith themafter they'vewaited morethan 10 min

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