Name: Stephanie

Description: You receive a call from an elderly client who recently had surgery. He would like to make a follow-up appointment this week.

Healthcare professional: Good morning! CLSC Rosemount, Alice speaking.

Client: Hello, this is Thomas Smith.

Healthcare professional: How have you been?

Client: I have been doing okay. How are you?

Healthcare professional: Good, thank you. Are you enjoying the weather?

Client: The snow looks very nice, but I think I prefer warmer weather.

Healthcare professional: Yes, that’s true. Summer cannot come soon enough. How can I help you?

Client: I have not been feeling well after my surgery. I would like to ask if I could get a follow up appointment this week. My appointment next week is too far away.

Healthcare professional: Yes, I understand. Can you tell me your current address?

Client’s child: It’s 87 Atwater Avenue

Healthcare professional: How do you spell that?

Client’s child: A like alpha, T for tango, W for Whiskey, T like tango, E for echo, R for Romeo.

Healthcare professional: Thank you, Thomas I will make the appointment for Friday. Is there anything else I can help you with?

Client: No, that’s all

Healthcare professional: Okay, I will send you a confirmation message. Thank you for calling. Goodbye.

She would like to make a follow up appointment this week.

RACHIDA: Good morning! Montreal heart institute,RACHIDA speaking.

ALFET:Hello,this is AHOU ALFET.

RACHIDA:Yes,can i call you by your first name?

ALFET: Yes, of course.

Rachida:So ALFET! how do you feel after your surgery?

ALFET: I feel better,thank you.How ara you?

RACHIDA: I'm fine too.Thank's.How are your children?

ALFET: They are fine,they don't have scool to day.

RACHIDA:Great!you wille spend time with family.

ALFET:Yes exactly.It feels good.

RACHIDA:I'm happy for you.

How can i help you to day?

ALFET:I sometimes have palpitations since my pacemaker was fitted,so, i don't feel very well and my appointment with my doctor in three weeks.It's too far.

RACHIDA: I have understand.One moment plese.I will open your file.

Can you spell your name please?

ALFET:Yes. A like alph,H for hotel,O like oscar,U like uniform,A for alpha,L like limon,F for france,E for echo,T for tango.

RACHIDA:Can you tell me your medical card number please?

ALFET: Yes.AHOA 8003 2020.

RACHIDA: How do you spell that?

ALFET: A for alpha,H for hospital, O for oscar, A for alpha 8003 2020.

RACHIDA: thank you alfet.I will make the appointment for next wednesday.If the palpitations return,come to the emergency immediately.Is there anything i can do for you today?

ALFET:No,that's all.Thank you.

RACHIDA: So,i will send you a confirmation email.Thank you for calling.Have a nice day.see you.

ALFET: Good morning! Ville Marie hospital,Alfet speaking

CAMILA: hello,this is Camila

ALFET: how are you?

CAMILA: well the pain is tolerable,it s fine think you and at your place?

ALFET: I'm fine think you

How can i help you?

CAMILA: I had a caesarean, i'm calling to make an appointment for dressing to be changed

ALFET: Since when did you have surgery?

CAMILA: five days ago

ALFET: Do you have the doctor's request in hand?

CAMILA: yes

ALFET: Okey, can you spell your name for me please?

CAMILA: C for call, A for appointment, M for men, I for i, L for love A for appointment

ALFET: Can you give me your date of birth

CAMILA: November 9, 1998

ALFET: I have space wednesday morning at ten am, are you okay with that?

CAMILA: yes, think you

ALFET: okay, think you, we'll see you on wednesday ?

CAMILA: yes to wednesday

ALFET: is there anything else?

CAMILA: No, that's all, thank you

ALFET: Thank you and good buy

Camila:

Hello! PACT team, Camila speaking. Good morning!

Rashida:

Hi, good morning. This is Rashida.

Camila:

Hi Rashida! How are you today?

Is everything okay?

Rashida:

Yes, I’m okay. I wanted to ask something.

 Camila:

Sure. What could I do for you today?

Rashida:

Could we meet in a different place tomorrow?

 Camila:

Of course! Where would you like to meet?

 Rashida:

At Café Roma.

 Camila:

That’s fine. Could you spell that for me, please?

Rashida:

C-A-F-E R-O-M-A.

Camila:

Perfect. I wrote it down.

We can meet you at Café Roma, not at your home.

Camila:

Also — how do you feel after the injection this week?

Rashida:

I feel a bit different. I was a little worried.

Camila:

The first dose could be more difficult.

Then your body can get used to it, and you will feel better.

 Rashida:

Okay. Thank you, Camila.

 Camila:

You’re welcome, Rashida.

Thanks for calling. See you tomorrow!

 Rashida:

See you. Bye!