Offer water,snack,pillow,blanket...Use PatientidentifiersappropriatelyDocumentCarefullyHaveFun!Take timefor YOUif neededThankthem forchoosingour clinicFollow up& FollowThruExplainprocessesclearlyMake a nicecomment abouttheir clothing orhair or glassesetccLearnsomething"non-medical"about ptCheck inwith themafter they’vewaited 10minSmile –even ifyou’re onthe phoneRemembertheir name &use it inconversationSlowdown &be mindfulRememberthey have achoice ofwhere to getcareTry torememberthem & noticenew thingsabout themUse ErrorpreventiontechniquesBe awareof yourtone ofvoiceWhat ismundane toyou isprobablynew for ptAsk: Whatare youlooking for intoday'sexperience?Listen:Theyknow theirbodyKeep acleanenvironmentVerify that alltheir ?’s havebeen answeredbefore theyleaveAskquestionsto clarifyReturnmessagespromptlyOffer water,snack,pillow,blanket...Use PatientidentifiersappropriatelyDocumentCarefullyHaveFun!Take timefor YOUif neededThankthem forchoosingour clinicFollow up& FollowThruExplainprocessesclearlyMake a nicecomment abouttheir clothing orhair or glassesetccLearnsomething"non-medical"about ptCheck inwith themafter they’vewaited 10minSmile –even ifyou’re onthe phoneRemembertheir name &use it inconversationSlowdown &be mindfulRememberthey have achoice ofwhere to getcareTry torememberthem & noticenew thingsabout themUse ErrorpreventiontechniquesBe awareof yourtone ofvoiceWhat ismundane toyou isprobablynew for ptAsk: Whatare youlooking for intoday'sexperience?Listen:Theyknow theirbodyKeep acleanenvironmentVerify that alltheir ?’s havebeen answeredbefore theyleaveAskquestionsto clarifyReturnmessagespromptly

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