How To Expline This To You

(Making bookings for patients is very easy. All I need is name, phone, modality, body part, and doctor name. I’ve been on the phone for a few minutes, the patient telling me a rather detailed explanation why she needs a scan of her back, yet not telling me anything I need to know. I’m polite, don’t interrupt, but I am spending too much time on this call and my coworker needs help with patients lined up.)

Me: “Okay. That doesn’t sound good. Did your doctor want an x-ray, ultrasound, or CT?”

Patient: “Scan of my back. My back.”

Me: “On your form your doctor gave you, did they write X.R., C.T. or U.S. anywhere?”

anguMe: “The paper the doctor gave you. Can you read it to me?”

Patient: “I have a paper. It says nothing.”

Me: *still very polite* “It doesn’t have your name on it? Not the doctor’s name and signature?”

Patient: “Yes. My name is [Patient].”

Me: *I can’t take it down until I know what they need and what room to start in, so I make a mental note for later* “Okay. Now the paper has nothing on it?” *I know it’s repetitive, but I have to confirm for what I have to say next if it’s true*

Patient: “Nothing. There’s nothing!”

Me: “Okay. So that means it’s invalid. You’d need to go to the doctors and get him to write you a referral.”

Patient: “It’s here!” *she’s now livid* ‘No! No. No. It says here!”

Me: “I’m sorry?”

Patient: “It says X.R. spline—” *yes, s.p.l.i.n.e.* “—Lubosac; my back!”

(I gathered it was an x-ray lumbosacral spine, but don’t you just love how information materialises?)