Askquestionsto clarifyRememberthey have achoice ofwhere to getcareThankthem forchoosingour clinicFollow up& FollowthruKeep acleanenvironmentRememberthey have achoice ofwhere to getcareTake timefor YOUif neededSlowdown &be mindfulOffer water,snack,pillow,blanket...Try torememberthem & noticenew thingsabout themUse PtidentifiersappropriatelyHaveFun!ExplainprocessesclearlyRemembertheir name &use it inconversationAsk: Whatare youlooking for intoday'sexperience?Listen:Theyknow theirbodyLearnsomething"non-medical"about ptExplainprocessesclearlyBe awareof yourtone ofvoiceWhat ismundane toyou isprobablynew to PtCheck inwith themafter they'vewaited morethan 10 minAsk: Whatare youlooking for intoday'sexperience?DocumentCarefullyReturnmessagespromptlyFollow up& FollowThruThankthem forchoosingour clinicTake timefor YOUif neededMake a nicecomment abouttheir clothing orhair orglasses... :)Keep acleanenvironmentAskquestionsto clarifySmile-even ifyou're onthe phoneUse ErrorPreventiontechniquesRemembertheir name &use it inconversationLearnsomething"non-medical"about PtMake a nicecomment abouttheir clothing orhair or glassesetcOffer water,snack,pillow,blanket . . .Use PatientidentifiersappropriatelyWhat ismundane toyou isprobablynew for ptCheck inwith themafter they’vewaited 10minHaveFun!Try torememberthem &notice newthingsVerify that alltheir ?’s havebeen answeredbefore theyleaveUse ErrorpreventiontechniquesVerify that alltheir ?'s areansweredbefore theyleaveSmile –even ifyou’re onthe phoneReturnmessagespromptlyBe awareof yourtone ofvoiceListen:Theyknow theirbodySlowdown &be MindfulAskquestionsto clarifyRememberthey have achoice ofwhere to getcareThankthem forchoosingour clinicFollow up& FollowthruKeep acleanenvironmentRememberthey have achoice ofwhere to getcareTake timefor YOUif neededSlowdown &be mindfulOffer water,snack,pillow,blanket...Try torememberthem & noticenew thingsabout themUse PtidentifiersappropriatelyHaveFun!ExplainprocessesclearlyRemembertheir name &use it inconversationAsk: Whatare youlooking for intoday'sexperience?Listen:Theyknow theirbodyLearnsomething"non-medical"about ptExplainprocessesclearlyBe awareof yourtone ofvoiceWhat ismundane toyou isprobablynew to PtCheck inwith themafter they'vewaited morethan 10 minAsk: Whatare youlooking for intoday'sexperience?DocumentCarefullyReturnmessagespromptlyFollow up& FollowThruThankthem forchoosingour clinicTake timefor YOUif neededMake a nicecomment abouttheir clothing orhair orglasses... :)Keep acleanenvironmentAskquestionsto clarifySmile-even ifyou're onthe phoneUse ErrorPreventiontechniquesRemembertheir name &use it inconversationLearnsomething"non-medical"about PtMake a nicecomment abouttheir clothing orhair or glassesetcOffer water,snack,pillow,blanket . . .Use PatientidentifiersappropriatelyWhat ismundane toyou isprobablynew for ptCheck inwith themafter they’vewaited 10minHaveFun!Try torememberthem &notice newthingsVerify that alltheir ?’s havebeen answeredbefore theyleaveUse ErrorpreventiontechniquesVerify that alltheir ?'s areansweredbefore theyleaveSmile –even ifyou’re onthe phoneReturnmessagespromptlyBe awareof yourtone ofvoiceListen:Theyknow theirbodySlowdown &be Mindful

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