Listen:Theyknow theirbodyBe awareof yourtone ofvoiceCheck inwith themafter they’vewaited 10minAskquestionsto clarifyOffer water,snack,pillow,blanket...Use PatientidentifiersappropriatelyFollow up& FollowThruRememberthey have achoice ofwhere to getcareDocumentCarefullyExplainprocessesclearlySmile –even ifyou’re onthe phoneMake a nicecomment abouttheir clothing orhair or glassesetccRemembertheir name &use it inconversationUse ErrorpreventiontechniquesKeep acleanenvironmentAsk: Whatare youlooking for intoday'sexperience?What ismundane toyou isprobablynew for ptTry torememberthem & noticenew thingsabout themSlowdown &be mindfulTake timefor YOUif neededHaveFun!Thankthem forchoosingour clinicLearnsomething"non-medical"about ptReturnmessagespromptlyVerify that alltheir ?’s havebeen answeredbefore theyleaveListen:Theyknow theirbodyBe awareof yourtone ofvoiceCheck inwith themafter they’vewaited 10minAskquestionsto clarifyOffer water,snack,pillow,blanket...Use PatientidentifiersappropriatelyFollow up& FollowThruRememberthey have achoice ofwhere to getcareDocumentCarefullyExplainprocessesclearlySmile –even ifyou’re onthe phoneMake a nicecomment abouttheir clothing orhair or glassesetccRemembertheir name &use it inconversationUse ErrorpreventiontechniquesKeep acleanenvironmentAsk: Whatare youlooking for intoday'sexperience?What ismundane toyou isprobablynew for ptTry torememberthem & noticenew thingsabout themSlowdown &be mindfulTake timefor YOUif neededHaveFun!Thankthem forchoosingour clinicLearnsomething"non-medical"about ptReturnmessagespromptlyVerify that alltheir ?’s havebeen answeredbefore theyleave

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