Listen:Theyknow theirbodyTake timefor YOUif neededRememberthey have achoice ofwhere to getcareHaveFun!ReturnmessagespromptlyUse PatientidentifiersappropriatelyFollow up& FollowThruRemembertheir name &use it inconversationUse ErrorpreventiontechniquesExplainprocessesclearlySlowdown &be mindfulLearnsomething"non-medical"about ptThankthem forchoosingour clinicBe awareof yourtone ofvoiceSmile –even ifyou’re onthe phoneAskquestionsto clarifyOffer water,snack,pillow,blanket...DocumentCarefullyVerify that alltheir ?’s havebeen answeredbefore theyleaveAsk: Whatare youlooking for intoday'sexperience?What ismundane toyou isprobablynew for ptMake a nicecomment abouttheir clothing orhair or glassesetccKeep acleanenvironmentCheck inwith themafter they’vewaited 10minTry torememberthem & noticenew thingsabout themListen:Theyknow theirbodyTake timefor YOUif neededRememberthey have achoice ofwhere to getcareHaveFun!ReturnmessagespromptlyUse PatientidentifiersappropriatelyFollow up& FollowThruRemembertheir name &use it inconversationUse ErrorpreventiontechniquesExplainprocessesclearlySlowdown &be mindfulLearnsomething"non-medical"about ptThankthem forchoosingour clinicBe awareof yourtone ofvoiceSmile –even ifyou’re onthe phoneAskquestionsto clarifyOffer water,snack,pillow,blanket...DocumentCarefullyVerify that alltheir ?’s havebeen answeredbefore theyleaveAsk: Whatare youlooking for intoday'sexperience?What ismundane toyou isprobablynew for ptMake a nicecomment abouttheir clothing orhair or glassesetccKeep acleanenvironmentCheck inwith themafter they’vewaited 10minTry torememberthem & noticenew thingsabout them

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