Remembertheir name &use it inconversationExplainprocessesclearlyThankthem forchoosingour clinicSlowdown &be MindfulOffer water,snack,pillow,blanket . . .Use ErrorPreventiontechniquesExplainprocessesclearlyDocumentCarefullyKeep acleanenvironmentCheck inwith themafter they'vewaited morethan 10 minAskquestionsto clarifyWhat ismundane toyou isprobablynew to PtReturnmessagespromptlyHaveFun!Learnsomething"non-medical"about PtRememberthey have achoice ofwhere to getcareSmile –even ifyou’re onthe phoneUse PtidentifiersappropriatelyMake a nicecomment abouttheir clothing orhair or glassesetcVerify that alltheir ?’s havebeen answeredbefore theyleaveHaveFun!Listen:Theyknow theirbodySmile-even ifyou're onthe phoneFollow up& FollowThruMake a nicecomment abouttheir clothing orhair orglasses... :)Ask: Whatare youlooking for intoday'sexperience?Slowdown &be mindfulRemembertheir name &use it inconversationBe awareof yourtone ofvoiceVerify that alltheir ?'s areansweredbefore theyleaveListen:Theyknow theirbodyKeep acleanenvironmentRememberthey have achoice ofwhere to getcareThankthem forchoosingour clinicTry torememberthem &notice newthingsFollow up& FollowthruLearnsomething"non-medical"about ptCheck inwith themafter they’vewaited 10minBe awareof yourtone ofvoiceTake timefor YOUif neededWhat ismundane toyou isprobablynew for ptTake timefor YOUif neededReturnmessagespromptlyUse PatientidentifiersappropriatelyTry torememberthem & noticenew thingsabout themUse ErrorpreventiontechniquesOffer water,snack,pillow,blanket...Askquestionsto clarifyAsk: Whatare youlooking for intoday'sexperience?Remembertheir name &use it inconversationExplainprocessesclearlyThankthem forchoosingour clinicSlowdown &be MindfulOffer water,snack,pillow,blanket . . .Use ErrorPreventiontechniquesExplainprocessesclearlyDocumentCarefullyKeep acleanenvironmentCheck inwith themafter they'vewaited morethan 10 minAskquestionsto clarifyWhat ismundane toyou isprobablynew to PtReturnmessagespromptlyHaveFun!Learnsomething"non-medical"about PtRememberthey have achoice ofwhere to getcareSmile –even ifyou’re onthe phoneUse PtidentifiersappropriatelyMake a nicecomment abouttheir clothing orhair or glassesetcVerify that alltheir ?’s havebeen answeredbefore theyleaveHaveFun!Listen:Theyknow theirbodySmile-even ifyou're onthe phoneFollow up& FollowThruMake a nicecomment abouttheir clothing orhair orglasses... :)Ask: Whatare youlooking for intoday'sexperience?Slowdown &be mindfulRemembertheir name &use it inconversationBe awareof yourtone ofvoiceVerify that alltheir ?'s areansweredbefore theyleaveListen:Theyknow theirbodyKeep acleanenvironmentRememberthey have achoice ofwhere to getcareThankthem forchoosingour clinicTry torememberthem &notice newthingsFollow up& FollowthruLearnsomething"non-medical"about ptCheck inwith themafter they’vewaited 10minBe awareof yourtone ofvoiceTake timefor YOUif neededWhat ismundane toyou isprobablynew for ptTake timefor YOUif neededReturnmessagespromptlyUse PatientidentifiersappropriatelyTry torememberthem & noticenew thingsabout themUse ErrorpreventiontechniquesOffer water,snack,pillow,blanket...Askquestionsto clarifyAsk: Whatare youlooking for intoday'sexperience?

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