Verify that alltheir ?'s areansweredbefore theyleaveRememberthey have achoice ofwhere to getcareRememberthey have achoice ofwhere to getcareTake timefor YOUif neededVerify that alltheir ?’s havebeen answeredbefore theyleaveRemembertheir name &use it inconversationWhat ismundane toyou isprobablynew to PtOffer water,snack,pillow,blanket . . .ExplainprocessesclearlyUse ErrorpreventiontechniquesUse ErrorPreventiontechniquesListen:Theyknow theirbodyHaveFun!Keep acleanenvironmentCheck inwith themafter they’vewaited 10minUse PtidentifiersappropriatelyDocumentCarefullyRemembertheir name &use it inconversationMake a nicecomment abouttheir clothing orhair orglasses... :)Check inwith themafter they'vewaited morethan 10 minExplainprocessesclearlySlowdown &be MindfulSlowdown &be mindfulReturnmessagespromptlyMake a nicecomment abouttheir clothing orhair or glassesetcThankthem forchoosingour clinicUse PatientidentifiersappropriatelyBe awareof yourtone ofvoiceHaveFun!Thankthem forchoosingour clinicFollow up& FollowthruKeep acleanenvironmentBe awareof yourtone ofvoiceOffer water,snack,pillow,blanket...Learnsomething"non-medical"about PtReturnmessagespromptlySmile-even ifyou're onthe phoneLearnsomething"non-medical"about ptTry torememberthem & noticenew thingsabout themAskquestionsto clarifyWhat ismundane toyou isprobablynew for ptAsk: Whatare youlooking for intoday'sexperience?Ask: Whatare youlooking for intoday'sexperience?Smile –even ifyou’re onthe phoneFollow up& FollowThruTry torememberthem &notice newthingsTake timefor YOUif neededAskquestionsto clarifyListen:Theyknow theirbodyVerify that alltheir ?'s areansweredbefore theyleaveRememberthey have achoice ofwhere to getcareRememberthey have achoice ofwhere to getcareTake timefor YOUif neededVerify that alltheir ?’s havebeen answeredbefore theyleaveRemembertheir name &use it inconversationWhat ismundane toyou isprobablynew to PtOffer water,snack,pillow,blanket . . .ExplainprocessesclearlyUse ErrorpreventiontechniquesUse ErrorPreventiontechniquesListen:Theyknow theirbodyHaveFun!Keep acleanenvironmentCheck inwith themafter they’vewaited 10minUse PtidentifiersappropriatelyDocumentCarefullyRemembertheir name &use it inconversationMake a nicecomment abouttheir clothing orhair orglasses... :)Check inwith themafter they'vewaited morethan 10 minExplainprocessesclearlySlowdown &be MindfulSlowdown &be mindfulReturnmessagespromptlyMake a nicecomment abouttheir clothing orhair or glassesetcThankthem forchoosingour clinicUse PatientidentifiersappropriatelyBe awareof yourtone ofvoiceHaveFun!Thankthem forchoosingour clinicFollow up& FollowthruKeep acleanenvironmentBe awareof yourtone ofvoiceOffer water,snack,pillow,blanket...Learnsomething"non-medical"about PtReturnmessagespromptlySmile-even ifyou're onthe phoneLearnsomething"non-medical"about ptTry torememberthem & noticenew thingsabout themAskquestionsto clarifyWhat ismundane toyou isprobablynew for ptAsk: Whatare youlooking for intoday'sexperience?Ask: Whatare youlooking for intoday'sexperience?Smile –even ifyou’re onthe phoneFollow up& FollowThruTry torememberthem &notice newthingsTake timefor YOUif neededAskquestionsto clarifyListen: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. Verify that all their ?'s are answered before they leave
  2. Remember they have a choice of where to get care
  3. Remember they have a choice of where to get care
  4. Take time for YOU if needed
  5. Verify that all their ?’s have been answered before they leave
  6. Remember their name & use it in conversation
  7. What is mundane to you is probably new to Pt
  8. Offer water, snack, pillow, blanket . . .
  9. Explain processes clearly
  10. Use Error prevention techniques
  11. Use Error Prevention techniques
  12. Listen: They know their body
  13. Have Fun!
  14. Keep a clean environment
  15. Check in with them after they’ve waited 10 min
  16. Use Pt identifiers appropriately
  17. Document Carefully
  18. Remember their name & use it in conversation
  19. Make a nice comment about their clothing or hair or glasses... :)
  20. Check in with them after they've waited more than 10 min
  21. Explain processes clearly
  22. Slow down & be Mindful
  23. Slow down & be mindful
  24. Return messages promptly
  25. Make a nice comment about their clothing or hair or glasses etc
  26. Thank them for choosing our clinic
  27. Use Patient identifiers appropriately
  28. Be aware of your tone of voice
  29. Have Fun!
  30. Thank them for choosing our clinic
  31. Follow up & Follow thru
  32. Keep a clean environment
  33. Be aware of your tone of voice
  34. Offer water, snack, pillow, blanket...
  35. Learn something "non-medical" about Pt
  36. Return messages promptly
  37. Smile-even if you're on the phone
  38. Learn something "non-medical" about pt
  39. Try to remember them & notice new things about them
  40. Ask questions to clarify
  41. What is mundane to you is probably new for pt
  42. Ask: What are you looking for in today's experience?
  43. Ask: What are you looking for in today's experience?
  44. Smile – even if you’re on the phone
  45. Follow up & Follow Thru
  46. Try to remember them & notice new things
  47. Take time for YOU if needed
  48. Ask questions to clarify
  49. Listen: They know their body