Make a nicecomment abouttheir clothing orhair orglasses... :)Verify that alltheir ?'s areansweredbefore theyleaveReturnmessagespromptlySmile –even ifyou’re onthe phoneRemembertheir name &use it inconversationOffer water,snack,pillow,blanket...Remembertheir name &use it inconversationSlowdown &be mindfulThankthem forchoosingour clinicBe awareof yourtone ofvoiceRememberthey have achoice ofwhere to getcareTake timefor YOUif neededHaveFun!Keep acleanenvironmentListen:Theyknow theirbodyKeep acleanenvironmentAskquestionsto clarifyTry torememberthem & noticenew thingsabout themDocumentCarefullyVerify that alltheir ?’s havebeen answeredbefore theyleaveAsk: Whatare youlooking for intoday'sexperience?What ismundane toyou isprobablynew to PtUse ErrorpreventiontechniquesTake timefor YOUif neededTry torememberthem &notice newthingsReturnmessagespromptlyHaveFun!Smile-even ifyou're onthe phoneThankthem forchoosingour clinicLearnsomething"non-medical"about ptUse PtidentifiersappropriatelyWhat ismundane toyou isprobablynew for ptExplainprocessesclearlyCheck inwith themafter they’vewaited 10minListen:Theyknow theirbodyFollow up& FollowthruUse PatientidentifiersappropriatelyCheck inwith themafter they'vewaited morethan 10 minExplainprocessesclearlyLearnsomething"non-medical"about PtAskquestionsto clarifyFollow up& FollowThruMake a nicecomment abouttheir clothing orhair or glassesetcOffer water,snack,pillow,blanket . . .Rememberthey have achoice ofwhere to getcareBe awareof yourtone ofvoiceAsk: Whatare youlooking for intoday'sexperience?Use ErrorPreventiontechniquesSlowdown &be MindfulMake a nicecomment abouttheir clothing orhair orglasses... :)Verify that alltheir ?'s areansweredbefore theyleaveReturnmessagespromptlySmile –even ifyou’re onthe phoneRemembertheir name &use it inconversationOffer water,snack,pillow,blanket...Remembertheir name &use it inconversationSlowdown &be mindfulThankthem forchoosingour clinicBe awareof yourtone ofvoiceRememberthey have achoice ofwhere to getcareTake timefor YOUif neededHaveFun!Keep acleanenvironmentListen:Theyknow theirbodyKeep acleanenvironmentAskquestionsto clarifyTry torememberthem & noticenew thingsabout themDocumentCarefullyVerify that alltheir ?’s havebeen answeredbefore theyleaveAsk: Whatare youlooking for intoday'sexperience?What ismundane toyou isprobablynew to PtUse ErrorpreventiontechniquesTake timefor YOUif neededTry torememberthem &notice newthingsReturnmessagespromptlyHaveFun!Smile-even ifyou're onthe phoneThankthem forchoosingour clinicLearnsomething"non-medical"about ptUse PtidentifiersappropriatelyWhat ismundane toyou isprobablynew for ptExplainprocessesclearlyCheck inwith themafter they’vewaited 10minListen:Theyknow theirbodyFollow up& FollowthruUse PatientidentifiersappropriatelyCheck inwith themafter they'vewaited morethan 10 minExplainprocessesclearlyLearnsomething"non-medical"about PtAskquestionsto clarifyFollow up& FollowThruMake a nicecomment abouttheir clothing orhair or glassesetcOffer water,snack,pillow,blanket . . .Rememberthey have achoice ofwhere to getcareBe awareof yourtone ofvoiceAsk: Whatare youlooking for intoday'sexperience?Use ErrorPreventiontechniquesSlowdown &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. Make a nice comment about their clothing or hair or glasses... :)
  2. Verify that all their ?'s are answered before they leave
  3. Return messages promptly
  4. Smile – even if you’re on the phone
  5. Remember their name & use it in conversation
  6. Offer water, snack, pillow, blanket...
  7. Remember their name & use it in conversation
  8. Slow down & be mindful
  9. Thank them for choosing our clinic
  10. Be aware of your tone of voice
  11. Remember they have a choice of where to get care
  12. Take time for YOU if needed
  13. Have Fun!
  14. Keep a clean environment
  15. Listen: They know their body
  16. Keep a clean environment
  17. Ask questions to clarify
  18. Try to remember them & notice new things about them
  19. Document Carefully
  20. Verify that all their ?’s have been answered before they leave
  21. Ask: What are you looking for in today's experience?
  22. What is mundane to you is probably new to Pt
  23. Use Error prevention techniques
  24. Take time for YOU if needed
  25. Try to remember them & notice new things
  26. Return messages promptly
  27. Have Fun!
  28. Smile-even if you're on the phone
  29. Thank them for choosing our clinic
  30. Learn something "non-medical" about pt
  31. Use Pt identifiers appropriately
  32. What is mundane to you is probably new for pt
  33. Explain processes clearly
  34. Check in with them after they’ve waited 10 min
  35. Listen: They know their body
  36. Follow up & Follow thru
  37. Use Patient identifiers appropriately
  38. Check in with them after they've waited more than 10 min
  39. Explain processes clearly
  40. Learn something "non-medical" about Pt
  41. Ask questions to clarify
  42. Follow up & Follow Thru
  43. Make a nice comment about their clothing or hair or glasses etc
  44. Offer water, snack, pillow, blanket . . .
  45. Remember they have a choice of where to get care
  46. Be aware of your tone of voice
  47. Ask: What are you looking for in today's experience?
  48. Use Error Prevention techniques
  49. Slow down & be Mindful