Remembertheir name &use it inconversationUse ErrorpreventiontechniquesWhat ismundane toyou isprobablynew for ptLearnsomething"non-medical"about ptAskquestionsto clarifySmile –even ifyou’re onthe phoneRememberthey have achoice ofwhere to getcareReturnmessagespromptlyListen:Theyknow theirbodyHaveFun!Take timefor YOUif neededExplainprocessesclearlyFollow up& FollowThruUse PatientidentifiersappropriatelyDocumentCarefullyTry torememberthem & noticenew thingsabout themThankthem forchoosingour clinicSlowdown &be mindfulBe awareof yourtone ofvoiceMake a nicecomment abouttheir clothing orhair or glassesetccVerify that alltheir ?’s havebeen answeredbefore theyleaveAsk: Whatare youlooking for intoday'sexperience?Offer water,snack,pillow,blanket...Keep acleanenvironmentCheck inwith themafter they’vewaited 10minRemembertheir name &use it inconversationUse ErrorpreventiontechniquesWhat ismundane toyou isprobablynew for ptLearnsomething"non-medical"about ptAskquestionsto clarifySmile –even ifyou’re onthe phoneRememberthey have achoice ofwhere to getcareReturnmessagespromptlyListen:Theyknow theirbodyHaveFun!Take timefor YOUif neededExplainprocessesclearlyFollow up& FollowThruUse PatientidentifiersappropriatelyDocumentCarefullyTry torememberthem & noticenew thingsabout themThankthem forchoosingour clinicSlowdown &be mindfulBe awareof yourtone ofvoiceMake a nicecomment abouttheir clothing orhair or glassesetccVerify that alltheir ?’s havebeen answeredbefore theyleaveAsk: Whatare youlooking for intoday'sexperience?Offer water,snack,pillow,blanket...Keep acleanenvironmentCheck inwith themafter they’vewaited 10min

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. Use Error prevention techniques
  3. What is mundane to you is probably new for pt
  4. Learn something "non-medical" about pt
  5. Ask questions to clarify
  6. Smile – even if you’re on the phone
  7. Remember they have a choice of where to get care
  8. Return messages promptly
  9. Listen: They know their body
  10. Have Fun!
  11. Take time for YOU if needed
  12. Explain processes clearly
  13. Follow up & Follow Thru
  14. Use Patient identifiers appropriately
  15. Document Carefully
  16. Try to remember them & notice new things about them
  17. Thank them for choosing our clinic
  18. Slow down & be mindful
  19. Be aware of your tone of voice
  20. Make a nice comment about their clothing or hair or glasses etcc
  21. Verify that all their ?’s have been answered before they leave
  22. Ask: What are you looking for in today's experience?
  23. Offer water, snack, pillow, blanket...
  24. Keep a clean environment
  25. Check in with them after they’ve waited 10 min