Learnsomething"non-medical"about ptSmile –even ifyou’re onthe phoneWhat ismundane toyou isprobablynew for ptOffer water,snack,pillow,blanket...Keep acleanenvironmentTake timefor YOUif neededCheck inwith themafter they’vewaited 10minBe awareof yourtone ofvoiceAsk: Whatare youlooking for intoday'sexperience?Use ErrorpreventiontechniquesAskquestionsto clarifyFollow up& FollowThruUse PatientidentifiersappropriatelyRememberthey have achoice ofwhere to getcareSlowdown &be mindfulThankthem forchoosingour clinicExplainprocessesclearlyListen:Theyknow theirbodyVerify that alltheir ?’s havebeen answeredbefore theyleaveTry torememberthem & noticenew thingsabout themMake a nicecomment abouttheir clothing orhair or glassesetccRemembertheir name &use it inconversationReturnmessagespromptlyDocumentCarefullyHaveFun!Learnsomething"non-medical"about ptSmile –even ifyou’re onthe phoneWhat ismundane toyou isprobablynew for ptOffer water,snack,pillow,blanket...Keep acleanenvironmentTake timefor YOUif neededCheck inwith themafter they’vewaited 10minBe awareof yourtone ofvoiceAsk: Whatare youlooking for intoday'sexperience?Use ErrorpreventiontechniquesAskquestionsto clarifyFollow up& FollowThruUse PatientidentifiersappropriatelyRememberthey have achoice ofwhere to getcareSlowdown &be mindfulThankthem forchoosingour clinicExplainprocessesclearlyListen:Theyknow theirbodyVerify that alltheir ?’s havebeen answeredbefore theyleaveTry torememberthem & noticenew thingsabout themMake a nicecomment abouttheir clothing orhair or glassesetccRemembertheir name &use it inconversationReturnmessagespromptlyDocumentCarefullyHaveFun!

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