Use PatientidentifiersappropriatelyTake timefor YOUif neededUse PtidentifiersappropriatelyCheck inwith themafter they’vewaited 10minKeep acleanenvironmentDocumentCarefullyRemembertheir name &use it inconversationReturnmessagespromptlyAsk: Whatare youlooking for intoday'sexperience?Ask: Whatare youlooking for intoday'sexperience?Slowdown &be mindfulCheck inwith themafter they'vewaited morethan 10 minLearnsomething"non-medical"about ptFollow up& FollowThruLearnsomething"non-medical"about PtVerify that alltheir ?’s havebeen answeredbefore theyleaveHaveFun!Use ErrorPreventiontechniquesKeep acleanenvironmentListen:Theyknow theirbodyRemembertheir name &use it inconversationTry torememberthem &notice newthingsVerify that alltheir ?'s areansweredbefore theyleaveRememberthey have achoice ofwhere to getcareThankthem forchoosingour clinicRememberthey have achoice ofwhere to getcareOffer water,snack,pillow,blanket . . .ExplainprocessesclearlyAskquestionsto clarifyAskquestionsto clarifyWhat ismundane toyou isprobablynew to PtMake a nicecomment abouttheir clothing orhair orglasses... :)Use ErrorpreventiontechniquesExplainprocessesclearlyBe awareof yourtone ofvoiceBe awareof yourtone ofvoiceHaveFun!What ismundane toyou isprobablynew for ptSmile-even ifyou're onthe phoneListen:Theyknow theirbodySlowdown &be MindfulSmile –even ifyou’re onthe phoneMake a nicecomment abouttheir clothing orhair or glassesetcOffer water,snack,pillow,blanket...Try torememberthem & noticenew thingsabout themThankthem forchoosingour clinicReturnmessagespromptlyTake timefor YOUif neededFollow up& FollowthruUse PatientidentifiersappropriatelyTake timefor YOUif neededUse PtidentifiersappropriatelyCheck inwith themafter they’vewaited 10minKeep acleanenvironmentDocumentCarefullyRemembertheir name &use it inconversationReturnmessagespromptlyAsk: Whatare youlooking for intoday'sexperience?Ask: Whatare youlooking for intoday'sexperience?Slowdown &be mindfulCheck inwith themafter they'vewaited morethan 10 minLearnsomething"non-medical"about ptFollow up& FollowThruLearnsomething"non-medical"about PtVerify that alltheir ?’s havebeen answeredbefore theyleaveHaveFun!Use ErrorPreventiontechniquesKeep acleanenvironmentListen:Theyknow theirbodyRemembertheir name &use it inconversationTry torememberthem &notice newthingsVerify that alltheir ?'s areansweredbefore theyleaveRememberthey have achoice ofwhere to getcareThankthem forchoosingour clinicRememberthey have achoice ofwhere to getcareOffer water,snack,pillow,blanket . . .ExplainprocessesclearlyAskquestionsto clarifyAskquestionsto clarifyWhat ismundane toyou isprobablynew to PtMake a nicecomment abouttheir clothing orhair orglasses... :)Use ErrorpreventiontechniquesExplainprocessesclearlyBe awareof yourtone ofvoiceBe awareof yourtone ofvoiceHaveFun!What ismundane toyou isprobablynew for ptSmile-even ifyou're onthe phoneListen:Theyknow theirbodySlowdown &be MindfulSmile –even ifyou’re onthe phoneMake a nicecomment abouttheir clothing orhair or glassesetcOffer water,snack,pillow,blanket...Try torememberthem & noticenew thingsabout themThankthem forchoosingour clinicReturnmessagespromptlyTake timefor YOUif neededFollow up& Followthru

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