Keep acleanenvironmentTry torememberthem &notice newthingsRemembertheir name &use it inconversationKeep acleanenvironmentTake timefor YOUif neededThankthem forchoosingour clinicTry torememberthem & noticenew thingsabout themLearnsomething"non-medical"about PtHaveFun!Verify that alltheir ?’s havebeen answeredbefore theyleaveListen:Theyknow theirbodyUse ErrorpreventiontechniquesBe awareof yourtone ofvoiceSlowdown &be mindfulAsk: Whatare youlooking for intoday'sexperience?Slowdown &be MindfulHaveFun!Rememberthey have achoice ofwhere to getcareOffer water,snack,pillow,blanket . . .Remembertheir name &use it inconversationUse PatientidentifiersappropriatelyUse PtidentifiersappropriatelyThankthem forchoosingour clinicListen:Theyknow theirbodyFollow up& FollowthruMake a nicecomment abouttheir clothing orhair or glassesetcExplainprocessesclearlyVerify that alltheir ?'s areansweredbefore theyleaveAskquestionsto clarifyTake timefor YOUif neededBe awareof yourtone ofvoiceOffer water,snack,pillow,blanket...Ask: Whatare youlooking for intoday'sexperience?Follow up& FollowThruMake a nicecomment abouttheir clothing orhair orglasses... :)Use ErrorPreventiontechniquesCheck inwith themafter they'vewaited morethan 10 minExplainprocessesclearlyRememberthey have achoice ofwhere to getcareSmile –even ifyou’re onthe phoneWhat ismundane toyou isprobablynew to PtWhat ismundane toyou isprobablynew for ptSmile-even ifyou're onthe phoneReturnmessagespromptlyCheck inwith themafter they’vewaited 10minReturnmessagespromptlyLearnsomething"non-medical"about ptAskquestionsto clarifyDocumentCarefullyKeep acleanenvironmentTry torememberthem &notice newthingsRemembertheir name &use it inconversationKeep acleanenvironmentTake timefor YOUif neededThankthem forchoosingour clinicTry torememberthem & noticenew thingsabout themLearnsomething"non-medical"about PtHaveFun!Verify that alltheir ?’s havebeen answeredbefore theyleaveListen:Theyknow theirbodyUse ErrorpreventiontechniquesBe awareof yourtone ofvoiceSlowdown &be mindfulAsk: Whatare youlooking for intoday'sexperience?Slowdown &be MindfulHaveFun!Rememberthey have achoice ofwhere to getcareOffer water,snack,pillow,blanket . . .Remembertheir name &use it inconversationUse PatientidentifiersappropriatelyUse PtidentifiersappropriatelyThankthem forchoosingour clinicListen:Theyknow theirbodyFollow up& FollowthruMake a nicecomment abouttheir clothing orhair or glassesetcExplainprocessesclearlyVerify that alltheir ?'s areansweredbefore theyleaveAskquestionsto clarifyTake timefor YOUif neededBe awareof yourtone ofvoiceOffer water,snack,pillow,blanket...Ask: Whatare youlooking for intoday'sexperience?Follow up& FollowThruMake a nicecomment abouttheir clothing orhair orglasses... :)Use ErrorPreventiontechniquesCheck inwith themafter they'vewaited morethan 10 minExplainprocessesclearlyRememberthey have achoice ofwhere to getcareSmile –even ifyou’re onthe phoneWhat ismundane toyou isprobablynew to PtWhat ismundane toyou isprobablynew for ptSmile-even ifyou're onthe phoneReturnmessagespromptlyCheck inwith themafter they’vewaited 10minReturnmessagespromptlyLearnsomething"non-medical"about ptAskquestionsto clarifyDocumentCarefully

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