Make a nicecomment abouttheir clothing orhair or glassesetccReturnmessagespromptlyRemembertheir name &use it inconversationSlowdown &be mindfulVerify that alltheir ?’s havebeen answeredbefore theyleaveTry torememberthem & noticenew thingsabout themUse PatientidentifiersappropriatelyLearnsomething"non-medical"about ptHaveFun!Rememberthey have achoice ofwhere to getcareSmile –even ifyou’re onthe phoneBe awareof yourtone ofvoiceTake timefor YOUif neededThankthem forchoosingour clinicOffer water,snack,pillow,blanket...What ismundane toyou isprobablynew for ptCheck inwith themafter they’vewaited 10minListen:Theyknow theirbodyFollow up& FollowThruDocumentCarefullyAskquestionsto clarifyAsk: Whatare youlooking for intoday'sexperience?Use ErrorpreventiontechniquesExplainprocessesclearlyKeep acleanenvironmentMake a nicecomment abouttheir clothing orhair or glassesetccReturnmessagespromptlyRemembertheir name &use it inconversationSlowdown &be mindfulVerify that alltheir ?’s havebeen answeredbefore theyleaveTry torememberthem & noticenew thingsabout themUse PatientidentifiersappropriatelyLearnsomething"non-medical"about ptHaveFun!Rememberthey have achoice ofwhere to getcareSmile –even ifyou’re onthe phoneBe awareof yourtone ofvoiceTake timefor YOUif neededThankthem forchoosingour clinicOffer water,snack,pillow,blanket...What ismundane toyou isprobablynew for ptCheck inwith themafter they’vewaited 10minListen:Theyknow theirbodyFollow up& FollowThruDocumentCarefullyAskquestionsto clarifyAsk: Whatare youlooking for intoday'sexperience?Use ErrorpreventiontechniquesExplainprocessesclearlyKeep acleanenvironment

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