Thankthem forchoosingour clinicOffer water,snack,pillow,blanket...Learnsomething"non-medical"about ptVerify that alltheir ?’s havebeen answeredbefore theyleaveFollow up& FollowThruTake timefor YOUif neededDocumentCarefullyReturnmessagespromptlyHaveFun!What ismundane toyou isprobablynew for ptListen:Theyknow theirbodyTry torememberthem & noticenew thingsabout themAskquestionsto clarifyMake a nicecomment abouttheir clothing orhair or glassesetccUse PatientidentifiersappropriatelyUse ErrorpreventiontechniquesSmile –even ifyou’re onthe phoneBe awareof yourtone ofvoiceSlowdown &be mindfulExplainprocessesclearlyAsk: Whatare youlooking for intoday'sexperience?Remembertheir name &use it inconversationCheck inwith themafter they’vewaited 10minKeep acleanenvironmentRememberthey have achoice ofwhere to getcareThankthem forchoosingour clinicOffer water,snack,pillow,blanket...Learnsomething"non-medical"about ptVerify that alltheir ?’s havebeen answeredbefore theyleaveFollow up& FollowThruTake timefor YOUif neededDocumentCarefullyReturnmessagespromptlyHaveFun!What ismundane toyou isprobablynew for ptListen:Theyknow theirbodyTry torememberthem & noticenew thingsabout themAskquestionsto clarifyMake a nicecomment abouttheir clothing orhair or glassesetccUse PatientidentifiersappropriatelyUse ErrorpreventiontechniquesSmile –even ifyou’re onthe phoneBe awareof yourtone ofvoiceSlowdown &be mindfulExplainprocessesclearlyAsk: Whatare youlooking for intoday'sexperience?Remembertheir name &use it inconversationCheck inwith themafter they’vewaited 10minKeep acleanenvironmentRememberthey have achoice ofwhere to getcare

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