The client and the challenge
A nationwide network of medical clinics has begun to treat an increasing number of foreign patients — mainly expats and their families working for international organisations.
The medical and administrative staff had experience in working with patients, but communication in English posed a challenge — both during direct contact with patients and in the areas of documentation and the day-to-day organisation of appointments.
An additional challenge was the diversity of the team’s needs. Reception and patient care required practical language related to medical services, whilst doctors and nurses needed Medical English tailored to their daily clinical work.
Aim of the project
The aim of the programme was to improve the quality of care for non-native English-speaking patients and to make communication easier for the entire medical team.
What we did
We began the project with a language audit and an analysis of the patient journey — from booking an appointment to medical communication during consultations and follow-up care.
On this basis, we developed a programme comprising:
- group training for doctors and nurses,
- training for reception and patient care staff,
- modules on patient communication, medical documentation and case communication,
- scenarios for conversations with patients regarding medical history, diagnosis and recommendations,
- practical situations related to organising appointments and dealing with international patients.
The programme combined elements of medical terminology and patient communication, tailored to the participants’ level and role.
As part of the project, we also implemented a reporting system for HR and management covering attendance, participants’ progress and recommendations for the programme’s further development.
Results
- greater confidence among staff when communicating with international patients,
- improved quality of patient care in English,
- more efficient organisation of reception work,
- greater comfort for staff in situations requiring communication in English,
- more consistent service for foreign-language patients.
Customer quote
“The programme was very practical and well suited to the day-to-day work at our clinic. The combination of patient communication with elements of Medical English was particularly valuable.”
