Use ErrorpreventiontechniquesHaveFun!Remembertheir name &use it inconversationSmile-even ifyou're onthe phoneSmile –even ifyou’re onthe phoneAsk: Whatare youlooking for intoday'sexperience?Thankthem forchoosingour clinicTry torememberthem & noticenew thingsabout themOffer water,snack,pillow,blanket...Try torememberthem &notice newthingsKeep acleanenvironmentHaveFun!ExplainprocessesclearlyRememberthey have achoice ofwhere to getcareUse PtidentifiersappropriatelyMake a nicecomment abouttheir clothing orhair or glassesetcTake timefor YOUif neededKeep acleanenvironmentUse ErrorPreventiontechniquesReturnmessagespromptlyLearnsomething"non-medical"about PtLearnsomething"non-medical"about ptUse PatientidentifiersappropriatelyCheck inwith themafter they’vewaited 10minSlowdown &be MindfulExplainprocessesclearlySlowdown &be mindfulDocumentCarefullyWhat ismundane toyou isprobablynew to PtRemembertheir name &use it inconversationRememberthey have achoice ofwhere to getcareWhat ismundane toyou isprobablynew for ptOffer water,snack,pillow,blanket . . .Listen:Theyknow theirbodyMake a nicecomment abouttheir clothing orhair orglasses... :)Verify that alltheir ?’s havebeen answeredbefore theyleaveVerify that alltheir ?'s areansweredbefore theyleaveListen:Theyknow theirbodyBe awareof yourtone ofvoiceBe awareof yourtone ofvoiceAskquestionsto clarifyFollow up& FollowThruCheck inwith themafter they'vewaited morethan 10 minFollow up& FollowthruThankthem forchoosingour clinicAsk: Whatare youlooking for intoday'sexperience?Askquestionsto clarifyTake timefor YOUif neededReturnmessagespromptlyUse ErrorpreventiontechniquesHaveFun!Remembertheir name &use it inconversationSmile-even ifyou're onthe phoneSmile –even ifyou’re onthe phoneAsk: Whatare youlooking for intoday'sexperience?Thankthem forchoosingour clinicTry torememberthem & noticenew thingsabout themOffer water,snack,pillow,blanket...Try torememberthem &notice newthingsKeep acleanenvironmentHaveFun!ExplainprocessesclearlyRememberthey have achoice ofwhere to getcareUse PtidentifiersappropriatelyMake a nicecomment abouttheir clothing orhair or glassesetcTake timefor YOUif neededKeep acleanenvironmentUse ErrorPreventiontechniquesReturnmessagespromptlyLearnsomething"non-medical"about PtLearnsomething"non-medical"about ptUse PatientidentifiersappropriatelyCheck inwith themafter they’vewaited 10minSlowdown &be MindfulExplainprocessesclearlySlowdown &be mindfulDocumentCarefullyWhat ismundane toyou isprobablynew to PtRemembertheir name &use it inconversationRememberthey have achoice ofwhere to getcareWhat ismundane toyou isprobablynew for ptOffer water,snack,pillow,blanket . . .Listen:Theyknow theirbodyMake a nicecomment abouttheir clothing orhair orglasses... :)Verify that alltheir ?’s havebeen answeredbefore theyleaveVerify that alltheir ?'s areansweredbefore theyleaveListen:Theyknow theirbodyBe awareof yourtone ofvoiceBe awareof yourtone ofvoiceAskquestionsto clarifyFollow up& FollowThruCheck inwith themafter they'vewaited morethan 10 minFollow up& FollowthruThankthem forchoosingour clinicAsk: Whatare youlooking for intoday'sexperience?Askquestionsto clarifyTake timefor YOUif neededReturnmessagespromptly

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