Calling the Doctor’s Office

In this section we explore how language is used in the context of a patient

phoning the doctor’s office to make an appointment. In the context of an injury,
vocabulary focuses on naming signs and symptoms, inquiry, and assessment.
Health professionals working in clinics will appreciate the need for this type of
initial screening by a medical office assistant (MOA) or nurse prior to having the
patient come in for an appointment with a doctor. An introduction to equipment
and treatment modalities is briefly introduced to build language repertoire.

Reading Selection 1-10

Read the following dialogue aloud or silently to yourself. Work with a
partner if possible.

PHONE CALL TO A DOCTOR’S OFFICE

Scene: The phone rings at the doctor’s office. The medical office assistant (MOA)
answers.
MOA: Doctor Smith’s office.
Patient: Yeah, hello. Can I talk to the doctor, please? I think I’ve got an infected
foot.
MOA: Well, Dr. Smith is tied up with a patient right now. Maybe I can help you.
What seems to be the problem?
Patient: Well . . . I stepped on a nail. And now the spot is all green and oozing
pus or something.
MOA: When did you do this?
Patient: Oh, about 3 days ago. I cleaned it right away but . . . gee . . . it’s looking
pretty bad now. And, it’s sore. Sometimes it even throbs.
MOA: Yes, I see. Maybe you should come in to see the doctor. Let me check for
an opening today.
Patient: Thanks.
MOA: OK. Dr. Smith can see you at 2:30 this afternoon. Will that work for you?
Patient: 2:30 . . . Let me think a minute. I’ll need to get a ride. . . . Yes . . . OK,
I’ll be there at 2:30. I can make it.
MOA: All right. May I have your name please?
Patient: Yes. It’s Melinda Jugaru. M-e-l-i-n-d-a J-u-g-a-r-u.
MOA: Thank you. We’ll see you then at 2:30 this afternoon, Melinda. Do you
know our address?
Patient: You’re on the corner of 108th Avenue and 152nd Street, aren’t you?
MOA: Yes, that’s right. You can’t miss us.
Patient: Thank you.
Bye. MOA: Good-bye

READING EXERCISES
It is important to not only understand the general meaning of a reading selection
(or conversation) but also to understand—and remember—the specifics, which
can be very important when assessing and treating a patient. (Remember: in a
previous reading selection, the patient told the interviewer she was allergic to
penicillin; that is an example of a specific detail that is very important, influencing
treatment decisions.)

Understanding the General Meaning

Very generally, explain what this dialogue is about. What is the main theme or
topic?

Understanding Specifics
Based on the dialogue, complete the following short answer questions. You do not
need to make full sentences. You must be very specific.
1. Melinda has an injury. What is it?
2. What is the patient’s problem today?
3. Who is the patient calling?
4. What does the patient want?
5. What does the patient get?
6. When will Melinda see the doctor?
7. What does the patient think is wrong with her?
8. How long has the patient had this injury?
9. What are the signs and symptoms here?
 10. Based on your own professional knowledge, what treatment will Melinda
likely receive from the doctor?
11. Where is the location of the injury?
12. Did you notice the MOA did not say “Hello” or “Good Morning”? Do you
think this is proper etiquette or proper behavior for a health professional?
Explain.

Building Vocabulary
All of the exercises given below—determining meaning from general context, mix
and match exercises, and multiple-choice exercises—will help you expand your
vocabulary
Determining the Meaning from the Context. Review the following words taken
from the dialogue. Identify the meaning based on the examples from that
reading and from the “in context” sentences here in.
1. Infected (verb, past tense)
In context:
a) The wound is infected. It has a green, foul-smelling discharge.
b) Keep that wound clean. You don’t want it to get infected.
Meaning: The verb infected can best be described as meaning
a) dirty
b) contaminated with disease-producing matter
c) diseased
Word expansion:
a) An infection can be spread by poor hand-washing practices. (noun)
b) Every year, influenza infects thousands of people. (verb, present tense)
c) Nurses, laboratory technicians, and doctors must be cautious around
infectious materials if they don’t want to spread them to other people.
(adjective).

2. Sore (adjective)
In context:
a) I stubbed my little toe on the chair. Now it is really sore!
b) My tongue is sore. I bit it. Ouch!
Meaning: The word sore can best be described as
a) redness and swelling
b) swollen
c) causing low level pain
Word expansion:
a) I can feel some soreness in my muscles today. It’s probably because I
ran a marathon yesterday. (noun)
b) Can you please look at this sore on my arm? Is it infected? (noun).
 3. Throbs (verb, singular)
In context:
a) I am in love. Every time I see my boyfriend, my heart throbs!
b) When Mary gets a migraine, she says her head throbs.
Meaning:
The verb throbs means
a) bangs
b) stops
c) c) pulses or pulsates

Word expansion:
a) The throbbing in my big toe is a result of the blood rushing to it. I
stubbed it on the chair. (noun, gerund)

4. Nail (noun)
In context:
a) A carpenter uses a nail and a hammer.
b) A nail is made of iron.
Meaning: The word nail can best be described as
a) to hit
b) a pointed piece of manufactured metal used to connect materials
c) the hardened area at your fingertips
Word expansion:
a) In the emergency room, it is possible to see a patient who has been
nailed by a pneumatic hammer at his construction site. This is very
serious. (verb, past tense)
b) When nailing two pieces of wood together, you will need a hammer.
(verb, present continuous)

5. Pus (noun)
In context:
a) There is pus coming out of that wound.
b) If you squeeze a boil, pus will pop out.
Meaning: The word pus can best be defined as
a) a fluid-like substance that contains dead cells, tissue, and leukocytes
b) to press against or move forward
c) contaminant fluid discharge that signifies infection
Word expansion:
a) She had a pustular lesion on her arm. (adjective)

Multiple Choice. Complete the following multiple-choice questions. The answers

will help confirm that you have understood the terms. You will also find new
ways to use the words or to describe them.
1. In this story, a nail refers to
a) part of your finger tip.
b) slow movement.
 c) a sharp metal object used for connecting pieces of wood.

2. The proper way to explain oozing is to say

a) discharging.
b) leaking.
c) spotting.

3. The better term for pus is

a) drainage.
b) gangrene.
c) purulent discharge.
4. “An opening today” simply means
a) there is an available time to see you today.
b) the door is open.
c) the clinic is open.

5. Another way to say your throat is sore is to say that it

a) is infected.
b) is red and swollen.
c) hurts.

6. Sometimes you need to “get a ride” home from work. This means
a) you must ask someone to provide transportation for you.
b) you must take the subway.
c) you must hitchhike.

7. People who suffer bad headaches often say their head throbs. This
means
a) they can’t concentrate.
b) they can feel and hear a pulsing sensation in their heads.
c) there is drumming in their heads.

8. When I walk, I step. This means

a) I touch the ground.
b) I run.
c) the action of a leg in walking or running where the foot is going up or
down.

9. Another way of saying you need help is to say you need

a) a tutor.
b) a prescription.
c) assistance.

10. When assessing an injury, you must find the spot on the body where it
occurred. In this context, the word spot means
a) location or site.
b) discoloration.
c) area.
Sentence Completion Exercise. Take a look at the following graphics. They are
pictures of equipment a person might use when he or she has a musculoskeletal
injury or condition that affects the musculoskeletal system. Can you name them in
English?

1. This patient is using a ……….

a. Bike
b. Stretcher
c. Scooter
d. Wheelchair

2. This patient should not put weight on his ankle. He is wearing a .

a) cast
b) cane
c) protection
d) splint

3. This patient broke his legs. He needs to wear a .

a) pair of pants
b) shorts
c) cast.
d) cane

4. This patient walks with a limp. He needs a for balance.

a) cast
b) splint
c) walker
d) cane
5. Sometimes when you get older you need help walking.
This equipment is called
a . a) cane
b) support
c) walker
d) aid