Follow up& FollowThruMake a nicecomment abouttheir clothing orhair or glassesetcDocumentCarefullyReturnmessagespromptlyUse PatientidentifiersappropriatelyWhat ismundane toyou isprobablynew for ptBe awareof yourtone ofvoiceHaveFun!ExplainprocessesclearlyExplainprocessesclearlyBe awareof yourtone ofvoiceSmile –even ifyou’re onthe phoneAsk: Whatare youlooking for intoday'sexperience?Keep acleanenvironmentAskquestionsto clarifySlowdown &be mindfulMake a nicecomment abouttheir clothing orhair orglasses... :)Rememberthey have achoice ofwhere to getcareHaveFun!Thankthem forchoosingour clinicUse ErrorPreventiontechniquesThankthem forchoosingour clinicTake timefor YOUif neededAskquestionsto clarifySmile-even ifyou're onthe phoneRememberthey have achoice ofwhere to getcareLearnsomething"non-medical"about PtTry torememberthem &notice newthingsListen:Theyknow theirbodyKeep acleanenvironmentOffer water,snack,pillow,blanket...Verify that alltheir ?’s havebeen answeredbefore theyleaveUse ErrorpreventiontechniquesVerify that alltheir ?'s areansweredbefore theyleaveTry torememberthem & noticenew thingsabout themLearnsomething"non-medical"about ptAsk: Whatare youlooking for intoday'sexperience?Use PtidentifiersappropriatelyCheck inwith themafter they’vewaited 10minFollow up& FollowthruTake timefor YOUif neededSlowdown &be MindfulRemembertheir name &use it inconversationReturnmessagespromptlyListen:Theyknow theirbodyRemembertheir name &use it inconversationCheck inwith themafter they'vewaited morethan 10 minWhat ismundane toyou isprobablynew to PtOffer water,snack,pillow,blanket . . .Follow up& FollowThruMake a nicecomment abouttheir clothing orhair or glassesetcDocumentCarefullyReturnmessagespromptlyUse PatientidentifiersappropriatelyWhat ismundane toyou isprobablynew for ptBe awareof yourtone ofvoiceHaveFun!ExplainprocessesclearlyExplainprocessesclearlyBe awareof yourtone ofvoiceSmile –even ifyou’re onthe phoneAsk: Whatare youlooking for intoday'sexperience?Keep acleanenvironmentAskquestionsto clarifySlowdown &be mindfulMake a nicecomment abouttheir clothing orhair orglasses... :)Rememberthey have achoice ofwhere to getcareHaveFun!Thankthem forchoosingour clinicUse ErrorPreventiontechniquesThankthem forchoosingour clinicTake timefor YOUif neededAskquestionsto clarifySmile-even ifyou're onthe phoneRememberthey have achoice ofwhere to getcareLearnsomething"non-medical"about PtTry torememberthem &notice newthingsListen:Theyknow theirbodyKeep acleanenvironmentOffer water,snack,pillow,blanket...Verify that alltheir ?’s havebeen answeredbefore theyleaveUse ErrorpreventiontechniquesVerify that alltheir ?'s areansweredbefore theyleaveTry torememberthem & noticenew thingsabout themLearnsomething"non-medical"about ptAsk: Whatare youlooking for intoday'sexperience?Use PtidentifiersappropriatelyCheck inwith themafter they’vewaited 10minFollow up& FollowthruTake timefor YOUif neededSlowdown &be MindfulRemembertheir name &use it inconversationReturnmessagespromptlyListen:Theyknow theirbodyRemembertheir name &use it inconversationCheck inwith themafter they'vewaited morethan 10 minWhat ismundane toyou isprobablynew to PtOffer water,snack,pillow,blanket . . .

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