Englisch in der Patientenkommunikation Teil 19
It’s Monday morning and the waiting room at Dr. Schröder‘s practice is packed with patients. Karin, the medical assistant, is very busy organizing the consultations. A patient comes up to the reception desk.
Patient: Excuse me, did you forget to call me? My appointment was scheduled for 9 a.m. and now it‘s 10 o‘clock.
Karin: Mrs. Miller, is it? Yes, you‘re right, we are a bit behind schedule today ...
Mrs. Miller: I wouldn‘t call one hour a bit behind. This is outrageous!
Karin: I‘m very sorry, but we‘re very busy today. Please be a little bit more patient.
Mrs. Miller: I can‘t wait any longer. I took two hours off in my office and there‘s a meeting coming up.
Karin: Thank you for letting me know. I‘ll do my very best to call you in next.
Mrs. Miller: How come that half of the other patients, who came way after me to the practice, have already been called and treated? Is it because I‘m a foreigner?
Karin: Mrs. Miller, we certainly do not discriminate against certain groups of patients. The two patients you are referring to were called to the lab and not to Dr. Schröder. Unfortunately, we had an emergency this morning, a patient fainted in the practice and had to be treated immediately.
Mrs. Miller: I see. But still, you should consider emergencies in your scheduling. I’ve wasted more than one hour by now. It‘s certainly been the last time I came here.
Karin: I‘m sorry to hear, that you feel so annoyed about the waiting time. I assure you this is not an everyday situation.
Mrs. Miller: Too late! I‘ll let everybody know about your unprofessional service in the internet rating.
Karin: I can truly understand your discomfort and I hope you give us another chance.
|to schedule – terminieren|
|behind schedule – verspätet|
|outrageous – ungeheuerlich|
|to be patient – geduldig sein|
|foreigner – Ausländer/in|
|to refer to – sich beziehen auf|
|emergency – Notfall|
|to faint – in Ohnmacht fallen|
|immediately – sofort|
|to consider – berücksichtigen|
|to waste – verschwenden|
|to be annoyed – verärgert sein|
|to assure – versichern|
|discomfort – Unannehmlichkeiten|
Sorgen Sie für eine positive zielorientierte Kommunikation und leiten Sie souverän das Praxisteam, indem Sie jetzt zertifizierte Teamleiterin werden!
Regelmäßige Neuigkeiten für Ihren Praxisalltag und zu interessanten Fortbildungen. Melden Sie sich an und bleiben Sie immer auf dem Laufenden.