ReturnmessagespromptlyFollow up& FollowThruHaveFun!Ask: Whatare youlooking for intoday'sexperience?Listen:Theyknow theirbodyWhat ismundane toyou isprobablynew to PtUse ErrorpreventiontechniquesLearnsomething"non-medical"about ptBe awareof yourtone ofvoiceAskquestionsto clarifySmile-even ifyou're onthe phoneOffer water,snack,pillow,blanket...Use ErrorPreventiontechniquesTake timefor YOUif neededAskquestionsto clarifyTake timefor YOUif neededExplainprocessesclearlySlowdown &be MindfulCheck inwith themafter they’vewaited 10minRemembertheir name &use it inconversationReturnmessagespromptlyLearnsomething"non-medical"about PtVerify that alltheir ?'s areansweredbefore theyleaveBe awareof yourtone ofvoiceUse PatientidentifiersappropriatelyMake a nicecomment abouttheir clothing orhair or glassesetcSmile –even ifyou’re onthe phoneUse PtidentifiersappropriatelyOffer water,snack,pillow,blanket . . .Make a nicecomment abouttheir clothing orhair orglasses... :)HaveFun!Check inwith themafter they'vewaited morethan 10 minFollow up& FollowthruThankthem forchoosingour clinicSlowdown &be mindfulDocumentCarefullyThankthem forchoosingour clinicKeep acleanenvironmentRememberthey have achoice ofwhere to getcareExplainprocessesclearlyTry torememberthem & noticenew thingsabout themAsk: Whatare youlooking for intoday'sexperience?Rememberthey have achoice ofwhere to getcareWhat ismundane toyou isprobablynew for ptRemembertheir name &use it inconversationTry torememberthem &notice newthingsListen:Theyknow theirbodyVerify that alltheir ?’s havebeen answeredbefore theyleaveKeep acleanenvironmentReturnmessagespromptlyFollow up& FollowThruHaveFun!Ask: Whatare youlooking for intoday'sexperience?Listen:Theyknow theirbodyWhat ismundane toyou isprobablynew to PtUse ErrorpreventiontechniquesLearnsomething"non-medical"about ptBe awareof yourtone ofvoiceAskquestionsto clarifySmile-even ifyou're onthe phoneOffer water,snack,pillow,blanket...Use ErrorPreventiontechniquesTake timefor YOUif neededAskquestionsto clarifyTake timefor YOUif neededExplainprocessesclearlySlowdown &be MindfulCheck inwith themafter they’vewaited 10minRemembertheir name &use it inconversationReturnmessagespromptlyLearnsomething"non-medical"about PtVerify that alltheir ?'s areansweredbefore theyleaveBe awareof yourtone ofvoiceUse PatientidentifiersappropriatelyMake a nicecomment abouttheir clothing orhair or glassesetcSmile –even ifyou’re onthe phoneUse PtidentifiersappropriatelyOffer water,snack,pillow,blanket . . .Make a nicecomment abouttheir clothing orhair orglasses... :)HaveFun!Check inwith themafter they'vewaited morethan 10 minFollow up& FollowthruThankthem forchoosingour clinicSlowdown &be mindfulDocumentCarefullyThankthem forchoosingour clinicKeep acleanenvironmentRememberthey have achoice ofwhere to getcareExplainprocessesclearlyTry torememberthem & noticenew thingsabout themAsk: Whatare youlooking for intoday'sexperience?Rememberthey have achoice ofwhere to getcareWhat ismundane toyou isprobablynew for ptRemembertheir name &use it inconversationTry torememberthem &notice newthingsListen:Theyknow theirbodyVerify that alltheir ?’s havebeen answeredbefore theyleaveKeep acleanenvironment

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