What ismundane toyou isprobablynew for ptSlowdown &be mindfulListen:Theyknow theirbodyRemembertheir name &use it inconversationExplainprocessesclearlyMake a nicecomment abouttheir clothing orhair or glassesetcUse ErrorpreventiontechniquesUse PatientidentifiersappropriatelySmile-even ifyou're onthe phoneWhat ismundane toyou isprobablynew to PtOffer water,snack,pillow,blanket...Learnsomething"non-medical"about PtMake a nicecomment abouttheir clothing orhair orglasses... :)ReturnmessagespromptlyAskquestionsto clarifyTake timefor YOUif neededFollow up& FollowthruReturnmessagespromptlyBe awareof yourtone ofvoiceBe awareof yourtone ofvoiceRemembertheir name &use it inconversationAsk: Whatare youlooking for intoday'sexperience?Keep acleanenvironmentUse PtidentifiersappropriatelySlowdown &be MindfulKeep acleanenvironmentOffer water,snack,pillow,blanket . . .Check inwith themafter they'vewaited morethan 10 minCheck inwith themafter they’vewaited 10minLearnsomething"non-medical"about ptHaveFun!Ask: Whatare youlooking for intoday'sexperience?Verify that alltheir ?'s areansweredbefore theyleaveTake timefor YOUif neededRememberthey have achoice ofwhere to getcareRememberthey have achoice ofwhere to getcareThankthem forchoosingour clinicFollow up& FollowThruTry torememberthem & noticenew thingsabout themDocumentCarefullyTry torememberthem &notice newthingsUse ErrorPreventiontechniquesAskquestionsto clarifySmile –even ifyou’re onthe phoneHaveFun!Thankthem forchoosingour clinicVerify that alltheir ?’s havebeen answeredbefore theyleaveExplainprocessesclearlyListen:Theyknow theirbodyWhat ismundane toyou isprobablynew for ptSlowdown &be mindfulListen:Theyknow theirbodyRemembertheir name &use it inconversationExplainprocessesclearlyMake a nicecomment abouttheir clothing orhair or glassesetcUse ErrorpreventiontechniquesUse PatientidentifiersappropriatelySmile-even ifyou're onthe phoneWhat ismundane toyou isprobablynew to PtOffer water,snack,pillow,blanket...Learnsomething"non-medical"about PtMake a nicecomment abouttheir clothing orhair orglasses... :)ReturnmessagespromptlyAskquestionsto clarifyTake timefor YOUif neededFollow up& FollowthruReturnmessagespromptlyBe awareof yourtone ofvoiceBe awareof yourtone ofvoiceRemembertheir name &use it inconversationAsk: Whatare youlooking for intoday'sexperience?Keep acleanenvironmentUse PtidentifiersappropriatelySlowdown &be MindfulKeep acleanenvironmentOffer water,snack,pillow,blanket . . .Check inwith themafter they'vewaited morethan 10 minCheck inwith themafter they’vewaited 10minLearnsomething"non-medical"about ptHaveFun!Ask: Whatare youlooking for intoday'sexperience?Verify that alltheir ?'s areansweredbefore theyleaveTake timefor YOUif neededRememberthey have achoice ofwhere to getcareRememberthey have achoice ofwhere to getcareThankthem forchoosingour clinicFollow up& FollowThruTry torememberthem & noticenew thingsabout themDocumentCarefullyTry torememberthem &notice newthingsUse ErrorPreventiontechniquesAskquestionsto clarifySmile –even ifyou’re onthe phoneHaveFun!Thankthem forchoosingour clinicVerify that alltheir ?’s havebeen answeredbefore theyleaveExplainprocessesclearlyListen:Theyknow theirbody

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