ExplainprocessesclearlyKeep acleanenvironmentOffer water,snack,pillow,blanket . . .Make a nicecomment abouttheir clothing orhair orglasses... :)Learnsomething"non-medical"about ptRemembertheir name &use it inconversationRemembertheir name &use it inconversationLearnsomething"non-medical"about PtAskquestionsto clarifyTry torememberthem & noticenew thingsabout themRememberthey have achoice ofwhere to getcareReturnmessagespromptlyTake timefor YOUif neededDocumentCarefullyThankthem forchoosingour clinicHaveFun!What ismundane toyou isprobablynew to PtTry torememberthem &notice newthingsUse ErrorpreventiontechniquesCheck inwith themafter they’vewaited 10minThankthem forchoosingour clinicWhat ismundane toyou isprobablynew for ptFollow up& FollowthruSlowdown &be mindfulMake a nicecomment abouttheir clothing orhair or glassesetcVerify that alltheir ?'s areansweredbefore theyleaveAsk: Whatare youlooking for intoday'sexperience?Ask: Whatare youlooking for intoday'sexperience?Smile-even ifyou're onthe phoneVerify that alltheir ?’s havebeen answeredbefore theyleaveExplainprocessesclearlyAskquestionsto clarifyBe awareof yourtone ofvoiceListen:Theyknow theirbodyHaveFun!Slowdown &be MindfulOffer water,snack,pillow,blanket...Rememberthey have achoice ofwhere to getcareUse PatientidentifiersappropriatelyTake timefor YOUif neededKeep acleanenvironmentReturnmessagespromptlyCheck inwith themafter they'vewaited morethan 10 minUse PtidentifiersappropriatelyBe awareof yourtone ofvoiceFollow up& FollowThruListen:Theyknow theirbodyUse ErrorPreventiontechniquesSmile –even ifyou’re onthe phoneExplainprocessesclearlyKeep acleanenvironmentOffer water,snack,pillow,blanket . . .Make a nicecomment abouttheir clothing orhair orglasses... :)Learnsomething"non-medical"about ptRemembertheir name &use it inconversationRemembertheir name &use it inconversationLearnsomething"non-medical"about PtAskquestionsto clarifyTry torememberthem & noticenew thingsabout themRememberthey have achoice ofwhere to getcareReturnmessagespromptlyTake timefor YOUif neededDocumentCarefullyThankthem forchoosingour clinicHaveFun!What ismundane toyou isprobablynew to PtTry torememberthem &notice newthingsUse ErrorpreventiontechniquesCheck inwith themafter they’vewaited 10minThankthem forchoosingour clinicWhat ismundane toyou isprobablynew for ptFollow up& FollowthruSlowdown &be mindfulMake a nicecomment abouttheir clothing orhair or glassesetcVerify that alltheir ?'s areansweredbefore theyleaveAsk: Whatare youlooking for intoday'sexperience?Ask: Whatare youlooking for intoday'sexperience?Smile-even ifyou're onthe phoneVerify that alltheir ?’s havebeen answeredbefore theyleaveExplainprocessesclearlyAskquestionsto clarifyBe awareof yourtone ofvoiceListen:Theyknow theirbodyHaveFun!Slowdown &be MindfulOffer water,snack,pillow,blanket...Rememberthey have achoice ofwhere to getcareUse PatientidentifiersappropriatelyTake timefor YOUif neededKeep acleanenvironmentReturnmessagespromptlyCheck inwith themafter they'vewaited morethan 10 minUse PtidentifiersappropriatelyBe awareof yourtone ofvoiceFollow up& FollowThruListen:Theyknow theirbodyUse ErrorPreventiontechniquesSmile –even ifyou’re onthe phone

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