Rememberthey have achoice ofwhere to getcareAsk: Whatare youlooking for intoday'sexperience?Thankthem forchoosingour clinicVerify that alltheir ?’s havebeen answeredbefore theyleaveTry torememberthem & noticenew thingsabout themAskquestionsto clarifyCheck inwith themafter they’vewaited 10minFollow up& FollowThruRemembertheir name &use it inconversationSmile –even ifyou’re onthe phoneExplainprocessesclearlyListen:Theyknow theirbodyDocumentCarefullyBe awareof yourtone ofvoiceReturnmessagespromptlyLearnsomething"non-medical"about ptTake timefor YOUif neededUse ErrorpreventiontechniquesHaveFun!Slowdown &be mindfulKeep acleanenvironmentMake a nicecomment abouttheir clothing orhair or glassesetccWhat ismundane toyou isprobablynew for ptUse PatientidentifiersappropriatelyOffer water,snack,pillow,blanket...Rememberthey have achoice ofwhere to getcareAsk: Whatare youlooking for intoday'sexperience?Thankthem forchoosingour clinicVerify that alltheir ?’s havebeen answeredbefore theyleaveTry torememberthem & noticenew thingsabout themAskquestionsto clarifyCheck inwith themafter they’vewaited 10minFollow up& FollowThruRemembertheir name &use it inconversationSmile –even ifyou’re onthe phoneExplainprocessesclearlyListen:Theyknow theirbodyDocumentCarefullyBe awareof yourtone ofvoiceReturnmessagespromptlyLearnsomething"non-medical"about ptTake timefor YOUif neededUse ErrorpreventiontechniquesHaveFun!Slowdown &be mindfulKeep acleanenvironmentMake a nicecomment abouttheir clothing orhair or glassesetccWhat ismundane toyou isprobablynew for ptUse PatientidentifiersappropriatelyOffer 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. Remember they have a choice of where to get care
  2. Ask: What are you looking for in today's experience?
  3. Thank them for choosing our clinic
  4. Verify that all their ?’s have been answered before they leave
  5. Try to remember them & notice new things about them
  6. Ask questions to clarify
  7. Check in with them after they’ve waited 10 min
  8. Follow up & Follow Thru
  9. Remember their name & use it in conversation
  10. Smile – even if you’re on the phone
  11. Explain processes clearly
  12. Listen: They know their body
  13. Document Carefully
  14. Be aware of your tone of voice
  15. Return messages promptly
  16. Learn something "non-medical" about pt
  17. Take time for YOU if needed
  18. Use Error prevention techniques
  19. Have Fun!
  20. Slow down & be mindful
  21. Keep a clean environment
  22. Make a nice comment about their clothing or hair or glasses etcc
  23. What is mundane to you is probably new for pt
  24. Use Patient identifiers appropriately
  25. Offer water, snack, pillow, blanket...