Check inwith themafter they’vewaited 10minTake timefor YOUif neededWhat ismundane toyou isprobablynew for ptLearnsomething"non-medical"about ptFollow up& FollowThruHaveFun!Use ErrorpreventiontechniquesBe awareof yourtone ofvoiceKeep acleanenvironmentTry torememberthem & noticenew thingsabout themExplainprocessesclearlyDocumentCarefullyOffer water,snack,pillow,blanket...Askquestionsto clarifySlowdown &be mindfulVerify that alltheir ?’s havebeen answeredbefore theyleaveAsk: Whatare youlooking for intoday'sexperience?Rememberthey have achoice ofwhere to getcareMake a nicecomment abouttheir clothing orhair or glassesetccListen:Theyknow theirbodyUse PatientidentifiersappropriatelySmile –even ifyou’re onthe phoneReturnmessagespromptlyThankthem forchoosingour clinicRemembertheir name &use it inconversationCheck inwith themafter they’vewaited 10minTake timefor YOUif neededWhat ismundane toyou isprobablynew for ptLearnsomething"non-medical"about ptFollow up& FollowThruHaveFun!Use ErrorpreventiontechniquesBe awareof yourtone ofvoiceKeep acleanenvironmentTry torememberthem & noticenew thingsabout themExplainprocessesclearlyDocumentCarefullyOffer water,snack,pillow,blanket...Askquestionsto clarifySlowdown &be mindfulVerify that alltheir ?’s havebeen answeredbefore theyleaveAsk: Whatare youlooking for intoday'sexperience?Rememberthey have achoice ofwhere to getcareMake a nicecomment abouttheir clothing orhair or glassesetccListen:Theyknow theirbodyUse PatientidentifiersappropriatelySmile –even ifyou’re onthe phoneReturnmessagespromptlyThankthem forchoosingour clinicRemembertheir name &use it inconversation

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