Smile –even ifyou’re onthe phoneRemembertheir name &use it inconversationSlowdown &be mindfulCheck inwith themafter they’vewaited 10minSlowdown &be MindfulTake timefor YOUif neededUse PatientidentifiersappropriatelyKeep acleanenvironmentWhat ismundane toyou isprobablynew to PtMake a nicecomment abouttheir clothing orhair orglasses... :)Make a nicecomment abouttheir clothing orhair or glassesetcBe awareof yourtone ofvoiceExplainprocessesclearlyHaveFun!Listen:Theyknow theirbodyVerify that alltheir ?’s havebeen answeredbefore theyleaveTry torememberthem &notice newthingsAskquestionsto clarifyAsk: Whatare youlooking for intoday'sexperience?ReturnmessagespromptlyHaveFun!Learnsomething"non-medical"about ptSmile-even ifyou're onthe phoneLearnsomething"non-medical"about PtDocumentCarefullyUse ErrorPreventiontechniquesAsk: Whatare youlooking for intoday'sexperience?Follow up& FollowthruTake timefor YOUif neededThankthem forchoosingour clinicTry torememberthem & noticenew thingsabout themFollow up& FollowThruListen:Theyknow theirbodyRememberthey have achoice ofwhere to getcareAskquestionsto clarifyCheck inwith themafter they'vewaited morethan 10 minBe awareof yourtone ofvoiceRememberthey have achoice ofwhere to getcareReturnmessagespromptlyKeep acleanenvironmentOffer water,snack,pillow,blanket...Thankthem forchoosingour clinicExplainprocessesclearlyRemembertheir name &use it inconversationOffer water,snack,pillow,blanket . . .What ismundane toyou isprobablynew for ptVerify that alltheir ?'s areansweredbefore theyleaveUse ErrorpreventiontechniquesUse PtidentifiersappropriatelySmile –even ifyou’re onthe phoneRemembertheir name &use it inconversationSlowdown &be mindfulCheck inwith themafter they’vewaited 10minSlowdown &be MindfulTake timefor YOUif neededUse PatientidentifiersappropriatelyKeep acleanenvironmentWhat ismundane toyou isprobablynew to PtMake a nicecomment abouttheir clothing orhair orglasses... :)Make a nicecomment abouttheir clothing orhair or glassesetcBe awareof yourtone ofvoiceExplainprocessesclearlyHaveFun!Listen:Theyknow theirbodyVerify that alltheir ?’s havebeen answeredbefore theyleaveTry torememberthem &notice newthingsAskquestionsto clarifyAsk: Whatare youlooking for intoday'sexperience?ReturnmessagespromptlyHaveFun!Learnsomething"non-medical"about ptSmile-even ifyou're onthe phoneLearnsomething"non-medical"about PtDocumentCarefullyUse ErrorPreventiontechniquesAsk: Whatare youlooking for intoday'sexperience?Follow up& FollowthruTake timefor YOUif neededThankthem forchoosingour clinicTry torememberthem & noticenew thingsabout themFollow up& FollowThruListen:Theyknow theirbodyRememberthey have achoice ofwhere to getcareAskquestionsto clarifyCheck inwith themafter they'vewaited morethan 10 minBe awareof yourtone ofvoiceRememberthey have achoice ofwhere to getcareReturnmessagespromptlyKeep acleanenvironmentOffer water,snack,pillow,blanket...Thankthem forchoosingour clinicExplainprocessesclearlyRemembertheir name &use it inconversationOffer water,snack,pillow,blanket . . .What ismundane toyou isprobablynew for ptVerify that alltheir ?'s areansweredbefore theyleaveUse ErrorpreventiontechniquesUse Ptidentifiersappropriately

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