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4. A) Read the letter of complaint written to a pharmaceutical company. Take notes putting them in the flow diagram given below. The first one has been done for you as an example.

Reason for writing: to express/strong dissatisfaction/quality/medicine

Complaint(s):

Demand(s):

Closing remark:

15 Cedars Road,

Worthing

Sussex

10 September 2008

The Manager

The Healthy Life Company

25 Lark St.,

Harlow

Essex CM20 2/E

Dear Sir/Madam,

I am writing to express my strong dissatisfaction with the quality of “Memoria” medicine manufactured by your company.

Although this medicine is supposed to improve memory and blood circulation of the brain, I felt that its effectiveness was below the standards expected.

Moreover, I have experienced a number of side effects. Firstly, I have started suffering from insomnia after taking “Memoria” for 5 days. Secondly, I have developed dizziness and strong headaches in the morning. Thirdly, the symptoms of chronic gastritis have been aggravated. Furthermore, my body temperature has been over 37 degrees C during the last 10 days.

Therefore, I demand a full refund or I shall be forced to take the matter further.

I expect to hear from you as soon as possible.

Yours faithfully

Clare Blacksmith.

b) Reconstruct the letter from your notes.

5. A) Read the dialogue below and pay attention to the ways of making an appointment on the phone. Before reading make sure you understand the following word-combinations:

A check-up - is a physical exam which you have when you are healthy. A doctor can sometimes find problems during a check-up before the problems get serious.

An opening - means a time available for an appointment.

To pay for the appointment - there are many different ways of paying for a visit to the doctor. If you have health insurance, you will probably have to pay for a small part of the whole cost of the visit. Your insurance will pay for the rest.

To charge by a sliding scale - some clinics have sliding scales for payment. With a sliding scale you pay based on how much money you earn. If you earn very little money, then you pay less for your visit. The clinic needs to see proof of what you earn, so they ask that you bring in your pay-stub, which is usually attached to your pay-check.

Do your doctors speak…? - Many clinics have doctors and nurses who speak other languages. Some clinics have interpreters available. It is worth asking if the clinic has someone who speaks your language.

MAKING AN APPOINTMENT

Clinic: Hello, Cityview Clinic.

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, 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?

Patient: Lucia Garcia.

Clinic: What is your phone number?

Patient: 764-2110.

Clinic: Is that the 206 area code?

Patient: Yes, that's right.

Clinic: What is your date of birth?

Patient: 10/13/63.

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. Do your doctors and nurses speak Spanish?

Clinic: We do have some doctors and nurses on staff that speak Spanish. Would you prefer that?

Patient: Yes, please.

Clinic: OK. I've noted that on the schedule. 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: Good-bye.

b) Mark the sentences below as T (true) or F (false). Write your answers in figures and letters.

1. A patient is calling to make a dental appointment.

2. An opening on Friday, October 12th at 3 o’clock suits the patient.

3. The patient has neither health insurance nor medical coupons.

4. The patient has to bring his last 2 pay-stubs, an ID and a 30-dollar deposit.

5. The patient has to come half an hour before the time of his appointment.

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