Have You Ever Come Into The Office Before?

Receptionist: Doctor Harris’s Office. Jane speaking. How can I help you?
Caller: I need to make an appointment with Dr. Harris.
Receptionist: Have you ever come into the office before?
Caller: Yes – I came around last year
Receptionist: Do you know your chart number?
Caller: No, sorry. It's at home and I'm at work right now.
Receptionist: No problem. What's your name and date of birth, please?
Caller: George Mason, March 5th, 1985.
Receptionist: Okay Mr Mason. Hold one moment while I grab your chart,
please.
Caller: Sure.
Receptionist: Thank you for waiting. What is the appointment regarding?
Caller: Well, I've been fighting a cold for more than a week, and I think I might
have a chest infection or something. My cough is getting worse each day.
Receptionist: Hmm. Doctor Harris is off tomorrow. Do you think it can wait
until Wednesday?
Caller: Oh, I was really hoping to get in today or tomorrow in case I need
some antibiotics. Maybe I'll have to go to the walk-in-clinic instead.
Receptionist: Actually, we had a cancellation for 2:00pm today if you can get
away from the office.
Caller: Ah, it's almost 1:00pm already. I think I can make it if I leave right now.
Receptionist: We're running a bit behind schedule, so you can probably

count on seeing the doctor around 2:30.
Caller: That's great. Thanks for fitting me in.
Receptionist: No problem, Mr. Mason. We'll see you in an hour or so.

Example Sentences
Patient
 I need to make an appointment.
 I need to see the doctor.
 When is the doctor free?
 I need to renew my prescription.
 Do you think the doctor could squeeze us in today?
 I need to make an appointment for my husband.
 My child needs to come in for a check-up.
 The doctor wants to see me again in two week's time.
Receptionist
 Is this your first time here at ___? / have you ever come into the office
before?
 What is your chart number?
 What is the appointment regarding?
 Which day/what time is good for you?
 Is January the 3rd okay with you?
 How does four o'clock sound?
 We'll see you then.
 I'm sorry the doctor is not taking new patients.
 We'll call you if there are any cancellations.
 We're running an hour behind schedule.
 Dr Jones is away and won’t be available. You'll be seeing Dr Lindsay.
Doctor: Hi Jessica. How are you feeling today?
Patient: A bit better.
Doctor: That's good to hear. Are you still feeling nauseous?
Patient: No, I haven't felt sick to my stomach since you switched my

medication.
Doctor: Great. Say, your test results came in this morning.
Patient: It's about time. Is it good news or bad?
Doctor: I guess it's a bit of both. Which do you want first?
Patient: Let's get the bad news over with.
Doctor: Okay. It looks like you're going to need surgery to remove the tumour
from your leg. After the operation you're going to have to stay off your feet for
at least three weeks. That means no soccer.
Patient: I was afraid you were going to say that.
Doctor: Now for the good news. The biopsy shows that the tumour is benign,
which means it's not cancerous. We're going to take it out anyway just to be
on the safe side.
Patient: Wow, that's a load off my mind. Thanks Doctor.
Doctor: Don't get too excited. We still need to get to the bottom of all of this
weight loss.
Patient: I've probably just been so worried about this stupid lump.
Doctor: These things often are stress related, but we're still going to do a few
blood tests just to rule a few things out.
Patient: Things like what? Cancer?
Doctor: Actually, I'm thinking more along the lines of a food allergy.
Physician
 Your test results have come in.
 I'm afraid the prognosis isn't good.
 You have a long road to recovery.
 We have several options to discuss.
 The blood test came back _____
 I'd like to keep you here overnight.
 We'll know more in a few days.
 You're not in the clear yet.
 We've ruled out _____.
 What are your symptoms?
Patient
 I don't understand what this means.
 Am I going to need surgery?
 Is it good news or bad?
 When will the tests results come in?
 How long do I have to stay in the hospital?
 What is the success rate?
 Are they going to run more tests?
 Is this a common problem for people my age?
 I'd like to discuss other options.
 I'm going to get a second opinion.
Role Play
Scenario 1 – on the phone
Student A Student B
You are the receptionist at Saint Mary’s You are the patient.
Hospital.
Name: __________
*Be sure to ask patient’s name – Ask
patient how to spell their last name to DOB: ___________
double check.
First time at St. Mary’s Hospital.
*Be sure to ask their date of birth
Reasons for making an appointment:
*Why they are making an appointment stomachache, constant diarrhea, fever,
feeling cold – felt like this since
*Note: Doctor Campbell is not available, yesterday
but will be in 2 weeks.
Doctor Jones is available tomorrow at *Request to see Doctor Campbell, the
9AM, 12 PM, and 4 PM. head doctor.
Doctor Patel is available tomorrow at 9
AM – 11 AM. *You really don’t feel well and don’t
want to wait much longer to see a
doctor.
 Best time is ANY TIME.
Scenario 2 – Doctor’s office
Student A Student B
You are Doctor ____
Symptoms: constant stomachache
*Ask about the patient’s symptoms, what and diarrhea (about 4-5 times a day)
they ate the day before since yesterday, fever, feeling cold.
You’ve already taken over-the-
*Ask to run some tests and have blood counter medicine but nothing has
work done. been working.
*Prescribe medication for 3 days and You went to a sushi buffet for lunch
have the patient come back to the
hospital in 4 days. with your co-workers.

Have You Ever Come Into The Office Before?

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Receptionist: Doctor Harris’s Office. Jane speaking. How can I help you?

Caller: I need to make an appointment with Dr. Harris.

Receptionist: Have you ever come into the office before?

Caller: Yes – I came around last year

Receptionist: Do you know your chart number?

Receptionist: No problem. What's your name and date of birth, please?

Caller: George Mason, March 5th, 1985.

Receptionist: Thank you for waiting. What is the appointment regarding?

Receptionist: We're running a bit behind schedule, so you can probably

Caller: That's great. Thanks for fitting me in.

Receptionist: No problem, Mr. Mason. We'll see you in an hour or so.

Patient: A bit better.

Doctor: That's good to hear. Are you still feeling nauseous?

Patient: No, I haven't felt sick to my stomach since you switched my

Doctor: Great. Say, your test results came in this morning.

Patient: It's about time. Is it good news or bad?

Doctor: I guess it's a bit of both. Which do you want first?

Patient: Let's get the bad news over with.

Patient: I was afraid you were going to say that.

Patient: Wow, that's a load off my mind. Thanks Doctor.

Patient: Things like what? Cancer?

Scenario 2 – Doctor’s office

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