Learnsomething"non-medical"about ptAsk: Whatare youlooking for intoday'sexperience?Smile –even ifyou’re onthe phoneWhat ismundane toyou isprobablynew to PtSmile-even ifyou're onthe phoneExplainprocessesclearlyUse ErrorPreventiontechniquesRememberthey have achoice ofwhere to getcareExplainprocessesclearlyUse PtidentifiersappropriatelyFollow up& FollowthruMake a nicecomment abouttheir clothing orhair orglasses... :)Take timefor YOUif neededVerify that alltheir ?’s havebeen answeredbefore theyleaveKeep acleanenvironmentReturnmessagespromptlyLearnsomething"non-medical"about PtOffer water,snack,pillow,blanket...Try torememberthem & noticenew thingsabout themUse PatientidentifiersappropriatelyWhat ismundane toyou isprobablynew for ptCheck inwith themafter they'vewaited morethan 10 minTake timefor YOUif neededThankthem forchoosingour clinicCheck inwith themafter they’vewaited 10minAskquestionsto clarifyAsk: Whatare youlooking for intoday'sexperience?Keep acleanenvironmentSlowdown &be MindfulListen:Theyknow theirbodyHaveFun!HaveFun!Verify that alltheir ?'s areansweredbefore theyleaveReturnmessagespromptlyAskquestionsto clarifyFollow up& FollowThruTry torememberthem &notice newthingsRemembertheir name &use it inconversationListen:Theyknow theirbodyThankthem forchoosingour clinicOffer water,snack,pillow,blanket . . .Slowdown &be mindfulBe awareof yourtone ofvoiceRememberthey have achoice ofwhere to getcareRemembertheir name &use it inconversationMake a nicecomment abouttheir clothing orhair or glassesetcBe awareof yourtone ofvoiceUse ErrorpreventiontechniquesDocumentCarefullyLearnsomething"non-medical"about ptAsk: Whatare youlooking for intoday'sexperience?Smile –even ifyou’re onthe phoneWhat ismundane toyou isprobablynew to PtSmile-even ifyou're onthe phoneExplainprocessesclearlyUse ErrorPreventiontechniquesRememberthey have achoice ofwhere to getcareExplainprocessesclearlyUse PtidentifiersappropriatelyFollow up& FollowthruMake a nicecomment abouttheir clothing orhair orglasses... :)Take timefor YOUif neededVerify that alltheir ?’s havebeen answeredbefore theyleaveKeep acleanenvironmentReturnmessagespromptlyLearnsomething"non-medical"about PtOffer water,snack,pillow,blanket...Try torememberthem & noticenew thingsabout themUse PatientidentifiersappropriatelyWhat ismundane toyou isprobablynew for ptCheck inwith themafter they'vewaited morethan 10 minTake timefor YOUif neededThankthem forchoosingour clinicCheck inwith themafter they’vewaited 10minAskquestionsto clarifyAsk: Whatare youlooking for intoday'sexperience?Keep acleanenvironmentSlowdown &be MindfulListen:Theyknow theirbodyHaveFun!HaveFun!Verify that alltheir ?'s areansweredbefore theyleaveReturnmessagespromptlyAskquestionsto clarifyFollow up& FollowThruTry torememberthem &notice newthingsRemembertheir name &use it inconversationListen:Theyknow theirbodyThankthem forchoosingour clinicOffer water,snack,pillow,blanket . . .Slowdown &be mindfulBe awareof yourtone ofvoiceRememberthey have achoice ofwhere to getcareRemembertheir name &use it inconversationMake a nicecomment abouttheir clothing orhair or glassesetcBe awareof yourtone ofvoiceUse ErrorpreventiontechniquesDocumentCarefully

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