Check inwith themafter they’vewaited 10minHaveFun!Rememberthey have achoice ofwhere to getcareTake timefor YOUif neededLearnsomething"non-medical"about ptSmile –even ifyou’re onthe phoneWhat ismundane toyou isprobablynew for ptBe awareof yourtone ofvoiceDocumentCarefullyUse ErrorpreventiontechniquesReturnmessagespromptlyAsk: Whatare youlooking for intoday'sexperience?Listen:Theyknow theirbodyKeep acleanenvironmentUse PatientidentifiersappropriatelySlowdown &be mindfulVerify that alltheir ?’s havebeen answeredbefore theyleaveTry torememberthem & noticenew thingsabout themAskquestionsto clarifyMake a nicecomment abouttheir clothing orhair or glassesetccOffer water,snack,pillow,blanket...Follow up& FollowThruRemembertheir name &use it inconversationThankthem forchoosingour clinicExplainprocessesclearlyCheck inwith themafter they’vewaited 10minHaveFun!Rememberthey have achoice ofwhere to getcareTake timefor YOUif neededLearnsomething"non-medical"about ptSmile –even ifyou’re onthe phoneWhat ismundane toyou isprobablynew for ptBe awareof yourtone ofvoiceDocumentCarefullyUse ErrorpreventiontechniquesReturnmessagespromptlyAsk: Whatare youlooking for intoday'sexperience?Listen:Theyknow theirbodyKeep acleanenvironmentUse PatientidentifiersappropriatelySlowdown &be mindfulVerify that alltheir ?’s havebeen answeredbefore theyleaveTry torememberthem & noticenew thingsabout themAskquestionsto clarifyMake a nicecomment abouttheir clothing orhair or glassesetccOffer water,snack,pillow,blanket...Follow up& FollowThruRemembertheir name &use it inconversationThankthem forchoosingour clinicExplainprocessesclearly

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