Most people have busy lives, and certainly most health care workers have busy schedules. If we are going to give the best care to our patients, it is important that they be in the right place at the right time. If they arrive late, or become lost, it may mean delaying or missing important diagnostic procedures or treatment. It is, therefore, very important that we provide clear instructions regarding appointments.
In many cases, it is necessary to make appointments by telephone. This is not the best means of communication. Not only may the sound be poor, but we loose the benefit of visual cues, so-called body language. Because of the difficulty and embarrassment, both you and your non-Japanese speaking patients may be anxious to end a telephone conversation too soon. They may think they have understood you, or even pretend that they have understood, when in fact they did not. Always take the time to confirm important information.
After making an appointment by telephone, a common and very useful practice in Japan is to fax patients a map showing where they are supposed to go. If you are sending a patient from one place to another in a large hospital, it may be worthwhile to draw a map or accompany them at least part of the way. This small inconvenience to you may save a lot of trouble later, and makes a strong impression on the patient about your kindness.
Often in Japan, patients are kept waiting for a long time before they are examined or treated. This may not be the custom in other countries. In some countries, patients expect to be seen at precisely the time of their appointment. Be aware of this, and if there is likely to be a long wait, explain this to your patients. If they are warned ahead of time and are prepared for a long wait, this will avoid misunderstandings.
Situation 1: A patient telephones to make an appointment.
Receptionist (answering the telephone): Hai, Takeda Byoin desu.
Patient: Oh dear! Anoo... moshi moshi. Anoo... eigo dekimasu ka?
Receptionist: Yes, this is the Takeda Hospital. How can I help you?
Patient: I would like to make an appointment.
Receptionist: Certainly. Have you been here before?
Patient: No, this is my first time. I think I am pregnant and I would like to see a doctor.
Receptionist: Well, we have well-mother check-ups on Monday, Wednesday and Friday afternoons, and on Tuesday morning. When would you like to come in?
Patient: Can I make an appointment for next Wednesday afternoon?
Receptionist: Wednesday the 29th? Yes, that's okay. The clinic is open from 1:00 p.m. until 5:00 p.m. We don't make appointments, but you shouldn't have to wait too long.
Patient: Between 1:00 and 5:00 on Wednesday the 29th. Okay. Now, I have your address, but can you tell me how to get there?
Receptionist: We're easy to find. We're right in front of the A4 exit at Honmachi Station. Would you like me to fax you a map?
Patient: No, that's okay. I know the station. A4 exit. Next Wednesday between 1:00 and 5:00. Thanks very much.
Patterns:
* I would like to / want to / need to
...see a doctor
... talk to a public health nurse
... consult a midwife
* We have well mother check-ups / clinic hours / openings
...on Monday / weekdays / weekends / afternoons
... from 1 to 5 pm
* When / how soon
... would you like to / can you / do you need to
* Can I / I'd like to
... make / get / have an appointment
* The clinic is open / we are open / clinic hours are
... from 1 to 5
* Can you tell me /please tell me / how do ...the way to the clinic
... get there / to the clinic
* Would you like me to / shall I
... fax you a map / give you directions / tell you how to...
Situation 2: A patient in a large hospital is being sent to the X-ray department.
Doctor: Okay, Mr. Smith, next I would like to get an X-ray of your shoulder. Please take this form to the X-ray department. They will look after you.
Mr. Smith: Thanks, but where is the X-ray department?
Doctor: The X-ray department is in the North Wing, on the 3rd floor.
Mr. Smith: Can you tell me how to get to the North Wing? I've never been to this hospital before.
Doctor: Let me show you on this map. We are here, and the North Wing is here. Just go down this hall, and then take these elevators to the 3rd floor. You will see a sign when you get off of the elevator.
Mr. Smith: Great. And when should I come back?
Doctor: I want to see the X-rays before you go home. Please wait for them to develop the X-rays.
Mr. Smith: Will that take long?
Doctor: It may take about 30 minutes to develop the film. Then bring the X-rays back here. Okay?
Mr. Smith: I understand. I'll wait for them to develop the X-rays, and then I'll bring them to you.
Patterns:
I would like to / want to / we need to
... get / take an X-ray
... do some some more tests
* Please / you should take
... this form / requisition / prescription
... to the X-ray department / lab / pharmacy
* Where is / how do I get to
... the X-ray / physiotherapy department
... pediatrics / obstetrics
* Can you show/tell me ...
* Let me / I'll
... show you on this map
... draw you a map
... get you a map
... show you the way
* When should I / do I need to / what time should I
... come back / see you again / return
* Please wait / you should wait / you may have to wait
... for them to develop the X-ray
... for the X-ray
... for the results
Discussion:
1. In situation 1, what additional questions do you think the receptionist should have asked?
2. In situation 1, what additional information do you think the receptionist should have given to the patient?
3. Why do you think it is a good idea or a bad idea to make specific appointment times for each patient?
4. In the second situation, the doctor showed the patient a map to help him find the X-ray department. What advantage does a map have over spoken directions?
5. Apart from maps, what other methods can a hospital use to help patients find their way around?
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