Learnsomething"non-medical"about ptRememberthey have achoice ofwhere to getcareDocumentCarefullyFollow up& FollowThruUse PatientidentifiersappropriatelyKeep acleanenvironmentListen:Theyknow theirbodyThankthem forchoosingour clinicBe awareof yourtone ofvoiceCheck inwith themafter they’vewaited 10minVerify that alltheir ?’s havebeen answeredbefore theyleaveWhat ismundane toyou isprobablynew for ptAskquestionsto clarifyRemembertheir name &use it inconversationAsk: Whatare youlooking for intoday'sexperience?Slowdown &be mindfulTry torememberthem & noticenew thingsabout themSmile –even ifyou’re onthe phoneMake a nicecomment abouttheir clothing orhair or glassesetccUse ErrorpreventiontechniquesTake timefor YOUif neededExplainprocessesclearlyReturnmessagespromptlyOffer water,snack,pillow,blanket...HaveFun!Learnsomething"non-medical"about ptRememberthey have achoice ofwhere to getcareDocumentCarefullyFollow up& FollowThruUse PatientidentifiersappropriatelyKeep acleanenvironmentListen:Theyknow theirbodyThankthem forchoosingour clinicBe awareof yourtone ofvoiceCheck inwith themafter they’vewaited 10minVerify that alltheir ?’s havebeen answeredbefore theyleaveWhat ismundane toyou isprobablynew for ptAskquestionsto clarifyRemembertheir name &use it inconversationAsk: Whatare youlooking for intoday'sexperience?Slowdown &be mindfulTry torememberthem & noticenew thingsabout themSmile –even ifyou’re onthe phoneMake a nicecomment abouttheir clothing orhair or glassesetccUse ErrorpreventiontechniquesTake timefor YOUif neededExplainprocessesclearlyReturnmessagespromptlyOffer water,snack,pillow,blanket...HaveFun!

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