Receiving health care in Japan requires completing a certain amount of paper work. This seems natural to Japanese people, but may be a major source of stress to patients from other countries.
An obvious and important source of stress is that Japanese paperwork has to be completed in the Japanese language - naturally! However, very few visitors or foreign residents are capable of reading and writing Japanese well enough to complete the necessary forms without assistance. This creates embarrassment and feelings of helplessness which compound an already stressful situation. Sooner or later, you will almost certainly be called upon to assist someone in filling out Japanese forms. Try to consider not just the information that you need to gather, but also the feelings of the patient you are assisting.
Additionally, the health care system in Japan is naturally different from that in a visitor's home country. In some ways the Japanese system may be better, in other ways it may be worse. However, just being different creates stress in patients who do not know what to expect, and do not know what is expected of them. You may have unconscious assumptions that your foreign patients understand the system, when in fact they don't. Without appearing condescending, be prepared to give clear instructions, in simple language to patients who need to perform certain tasks in your hospital or clinic.
Finally, you should understand that to many people Japan may seem overly bureaucratic. Visitors may be used to a much simpler system, where care is provided without much attention to gathering personal information. This is not always the case, but to some non-Japanese it may seem that there is too much paperwork, and that they are asked to provide information which seems irrelevant to health care. You cannot change the system of your hospital or clinic, but try to be flexible and understanding of the cause of your patient's stress.
Situation 1: A patient comes to a clinic for the first time.
Receptionist: Is this your first visit?
Patient: Yes, it is.
Receptionist: Then you will need to fill out this form. Can you read Japanese?
Patient: Not really. Can you help me?
Receptionist: Certainly. Print your last name here, and your first name here. (Patient writes name on form.)
Receptionist: Is this your family name?
Patient: That's right. Now what goes here? (Points to space for address on form.)
Receptionist: Your address goes here and your telephone number goes here.
Patient: What does this say? (Pointing to form.)
Receptionist: That says age.
Patient: What should I put here?
Receptionist: Put your birthday there - year, month and day.
Patient: That was easy. Thank you.
Receptionist: You're welcome. Now, may I see your health card?
Patient: Here you are.
Receptionist: Thank you. Now, you can have a seat over there, and I will call you in just a few minutes.
Patterns:
* Is this...your first visit / your initial visit / your first time
* Have you been here before
* You need to
... fill out this form.
... fill in this registration form
... complete this card
*Can you
... read Japanese
... write Japanese
... read and write Japanese
* Do you understand...
* Write / print / put
... your last name here
... your surname there
... your family name in this box
* Is this your
... family name / address in Japan / employer's address
*Your
... address / name / age
* That /this says
... age / employer / address
* Put / write / print your
... birthday / surname / address here
* May /can I see
... your health card / insurance card / referral letter
* Please show me / Do you have / Did you bring ...
Situation 2: A patient without health insurance wishes to make an appointment.
Patient: Hello, I would like to make an appointment to see the doctor.
Receptionist: Certainly, have you been here before?
Patient: No, this is the first time.
Receptionist: Then you will have to fill out this form. May I see your health card?
Patient: I don't have Japanese health insurance.
Receptionist: Anyone who stays in Japan more than one year is required to enroll in the National Health Insurance Plan. Are you working here?
Patient: No, I am an exchange student?
Receptionist: Foreign students can apply for a health card.
Patient: I didn't know that. What should I do?
Receptionist: You can fill in an application at the Ward Office. In the meantime, you will need to pay for any medical treatment personally. But keep the receipts since you may be able to get a refund from your health insurance back home.
Patient: Thanks for all of your help.
Patterns:
*I would like to
... make / get / arrange an appointment
* Have you
... been here before / previously
... seen the doctor before
* May I
... see / have your health card / insurance
* Anyone who stays / lives
... in Japan more than one / a year
*If you stay in Japan for ...
* Foreign students / visitors / temporary workers
... can apply for / can get / should have
* You can / should
... fill in an application / get an application / apply
* You will need / have to pay
... for any medical treatment
Discussion:
1. If you were in a foreign country and could not read or write the language, what special concerns might you have about going to a hospital or clinic?
2. If you worked in a hospital or clinic which had many foreign patients, how might you prepare yourself to help them with the language?
3. Do you think that temporary visitors should be covered by Japanese National Health Insurance? What kinds of rules for visitors do you think other countries have?
4. If you are travelling overseas and become ill, will the Japanese National Health Insurance pay for your expenses? What kinds of rules do you think other countries have for their residents when they travel?
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