ExplainprocessesclearlyBe awareof yourtone ofvoiceThankthem forchoosingour clinicRememberthey have achoice ofwhere to getcareDocumentCarefullyRememberthey have achoice ofwhere to getcareTake timefor YOUif neededReturnmessagespromptlySmile-even ifyou're onthe phoneCheck inwith themafter they'vewaited morethan 10 minRemembertheir name &use it inconversationSmile –even ifyou’re onthe phoneLearnsomething"non-medical"about PtThankthem forchoosingour clinicTry torememberthem &notice newthingsWhat ismundane toyou isprobablynew for ptUse ErrorpreventiontechniquesUse PtidentifiersappropriatelySlowdown &be mindfulAsk: Whatare youlooking for intoday'sexperience?Follow up& FollowThruOffer water,snack,pillow,blanket...Slowdown &be MindfulFollow up& FollowthruListen:Theyknow theirbodyAskquestionsto clarifyKeep acleanenvironmentAsk: Whatare youlooking for intoday'sexperience?Askquestionsto clarifyKeep acleanenvironmentUse PatientidentifiersappropriatelyListen:Theyknow theirbodyMake a nicecomment abouttheir clothing orhair orglasses... :)Verify that alltheir ?'s areansweredbefore theyleaveMake a nicecomment abouttheir clothing orhair or glassesetcHaveFun!Check inwith themafter they’vewaited 10minUse ErrorPreventiontechniquesReturnmessagespromptlyVerify that alltheir ?’s havebeen answeredbefore theyleaveBe awareof yourtone ofvoiceRemembertheir name &use it inconversationTake timefor YOUif neededExplainprocessesclearlyHaveFun!Offer water,snack,pillow,blanket . . .What ismundane toyou isprobablynew to PtTry torememberthem & noticenew thingsabout themLearnsomething"non-medical"about ptExplainprocessesclearlyBe awareof yourtone ofvoiceThankthem forchoosingour clinicRememberthey have achoice ofwhere to getcareDocumentCarefullyRememberthey have achoice ofwhere to getcareTake timefor YOUif neededReturnmessagespromptlySmile-even ifyou're onthe phoneCheck inwith themafter they'vewaited morethan 10 minRemembertheir name &use it inconversationSmile –even ifyou’re onthe phoneLearnsomething"non-medical"about PtThankthem forchoosingour clinicTry torememberthem &notice newthingsWhat ismundane toyou isprobablynew for ptUse ErrorpreventiontechniquesUse PtidentifiersappropriatelySlowdown &be mindfulAsk: Whatare youlooking for intoday'sexperience?Follow up& FollowThruOffer water,snack,pillow,blanket...Slowdown &be MindfulFollow up& FollowthruListen:Theyknow theirbodyAskquestionsto clarifyKeep acleanenvironmentAsk: Whatare youlooking for intoday'sexperience?Askquestionsto clarifyKeep acleanenvironmentUse PatientidentifiersappropriatelyListen:Theyknow theirbodyMake a nicecomment abouttheir clothing orhair orglasses... :)Verify that alltheir ?'s areansweredbefore theyleaveMake a nicecomment abouttheir clothing orhair or glassesetcHaveFun!Check inwith themafter they’vewaited 10minUse ErrorPreventiontechniquesReturnmessagespromptlyVerify that alltheir ?’s havebeen answeredbefore theyleaveBe awareof yourtone ofvoiceRemembertheir name &use it inconversationTake timefor YOUif neededExplainprocessesclearlyHaveFun!Offer water,snack,pillow,blanket . . .What ismundane toyou isprobablynew to PtTry torememberthem & noticenew thingsabout themLearnsomething"non-medical"about pt

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