MAKING APPOINTMENT

A. Definition
Making an appointment is an activity which has purpose to set up the time
to do something based on the agreement between first and second, or even
more than two persons. Generally, its very useful to set or reset someones
activity or daily time table which relates to telephoning: so thats why the
nurse should know the ethic in telephoning.
Accepting an appointment
Sure
Certainly
Great
Great, that would be fine
It`s a deal
Id be happy to
By all means
I don`t mind
I see no objection
Ok
Why not.
No problem
Cancelling an Appointment
I`m sorry. I`m afraid I can`t.
I think I can`t
I wish I could, but
I can`t make it, sorry.
I`m terribly sorry. I`m busy.
I really want to but
I don`t think i could.
I really want to but
B. Ethic Code in Telephoning
1. Always identify yourself at the beginning of all calls
 a. When in the office, always answer a telephone by saying:
Hello/Good Morning, A Hospital, Cindy speaking.
b. From a cell phone, either simply say Hello, or state your name, Hello
Cyndi here. Do not answer by using word such as yeah or yes
c. When placing a call, always states your name along with the name
of the person you are calling. Example: Hello my names Carol.
May I please speak with Dr. Jane?
2. Be sensitive to the tone of your voice
Do not sound overly anxious, aggressive or pushy. It is important your
tone conveys authority and confidence. Do not lean back in your chair
when speaking on the telephone.
Tips: Sit up in your chair or stand during the conversation. When at
home, use a personal tape recorder to privately record your own
conversations. You will then hear how your sound to others
3. Think through exactly what you plan to say and discuss BEFORE you
place a call
Tips: Jot down the items you want to discuss and questions you want
answered. In other word, anticipate and expect you will be placed into a
voicemail system; plan your message to be as direct and specific as
possible, asking the person to respond to specific alternatives or
questions. Do not say, Hello, its Manda, call me back. At least state
the subject about which you want the person to call you back about.
4. Do not allow interruptions to occur during conversations
Do not carry on side conversations with other people around you. The
person on the telephone takes precedence over someone who happens to
walk in your office or passes by while you are on the phone
Tips: If you must interrupt the conversation, say to the person, Please
excuse me for a moment Ill be right back. And when you return, say,
Thank you for holding.
5. Especially when leaving messages, speak clearly and slowly
Do not use broken phrases, slang or idioms. Always, always leave your
return telephone number us part of your massage, including the area
 codeand S-L-O-W-L-Y, including REPEATING your telephone
number at the end of your message.
Tips: Practice leaving your number, by saying it aloud to yourself as
slow as you have heard and informational operator say it.
6. Build the habit of always turning off your cell phone ringer when
entering a hospital, meeting at restaurant, theatre training class or other
place where the purpose of your visit would be interrupted or other
would be disturbed by hearing your cell phone ring.
Tips: If you are expecting an important call, inform the caller you will
be in a meeting during certain times and state you will monitor your
message indicator for when it illuminates you will excuse yourself to
leave the meeting and return the call.
7. Always speak into the telephone receiver with an even and low tone of
voice. Especially when speaking on a cell phone out in public, be sure
to monitor how loud you may be.
Tips: Move the phone ear piece just slightly away from your ear and
listen to yourself speaking. Discover whether you are speaking too
loudly or too quietly for the other person to hear you.
8. Do not allow yourself to be distracted by other activities while speaking
on the telephone, such as rustling papers, chewing and eating, working
on the computer, or speaking with someone else. Most importantly, do
not use a hand held cell phone while driving. Get a headset or speaker
phone for the car.
Tips: always treat every caller with the utmost courtesy and respect by
giving him/her your undivided attention.

Dialog
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 weeks time.
Receptionist
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. You'll be seeing Dr. Lindsay.
Sample Conversation
Clinic : Bali Sada Clinic. Carol Speaking. How can I help you?
Patient : Hello, I'm calling to make an appointment.
Clinic : Medical or dental?
Patient : Medical, please.
Clinic : Can you hold one moment? I will connect you.
Clinic : Hello, Jane speaking. how can I help you?
Patient : I'd like to make an appointment for a check-up.
Clinic : Have you been here before?
Patient : No, I haven't.
Clinic : We have an opening on Friday, October 12th at 3 o'clock.
Patient : I'm sorry, I work on Friday's. Do you have any appointments
available on Monday or Wednesdays?
Clinic : Our first Monday appointment would be October 22nd at 9 in the
morning. Could you make that?
Patient : Yes, that would be fine.
Clinic : What is your name, please?
Patient : Luci Garcia.
Clinic : What is your phone number?
Patient : 08181819966.
Clinic : What is your date of birth?
Patient : 10/13/85.
Clinic : How will you be paying for this appointment? Do you have health
insurance or medical coupons?
Patient : No, I don't. Can you tell me what the charge would be for this visit?
Clinic : We charge by sliding scale. You will need to bring your last 2 pay-
stubs, an ID, and a 10$ deposit. Please come 1/2 hour before the time of your
appointment to fill out a medical history.
Patient : OK. I will do that.
Clinic : OK. We will see you on Monday, October 22nd at 9 for a physical
check-up. Plan on spending about 1 hour at the clinic.
Patient : Thank you. Good-bye.
Clinic : My pleasure
CHAPTER III
SUMMARY