Initial impression of my local Japanese hospital: Wow, it's buzzing! Pajama'd in-patients walk IV-drip-stands; business suited outpatients dodge through the crowds wearing eye patches and arm slings. Calls of "Hayashi-sama" or "Takashima-sama" puncuate a steady hum of background chatter, as patients are called to various counters for processing.
Once accustomed to the general background noise, I become more aware of my surroundings. This particular hospital is about 10 mins walk from our apartment, in a very well-to-do area. The interior surprisingly contrasts the shining, glass wall fronted exterior. Emerald green and off-white linoleum floor tiles; an "up" escalator/"down" stairs (being navigated by a patient on crutches!); and a wall of many different counters fronting up the administrative area of what I'm assuming is the reception room. I say assume, because there are no English language signs here. Hmmm, I made it clear to my GP that I don't speak Japanese, and requested he refer me to an English speaking hospital. Hmmm. Feelings of trepidation: this may be an "enriching cultural experience".
Female administrative staff wear charcoal-grey waistcoats, skirts, knee high tights, and light-blue long sleeve shirts; male staff wear charcoal grey trousers and white long sleeve shirts. I wonder to myself if the employees ride the subway to and from work in their uniforms. I get a mental picture of Hospital Salary-man parent sitting down to the family dinner dressed identically to School-child son or daughter. I shake off the image and get back to the task in hand.
Japanese people are, without fail, very helpful. I've never experienced anything but utmost courtesy in all of my time here.
Only a small percentage of Japanese hospital staff speak English. Not surprising if you think about the majority demographic they have to treat really. I speak no Japanese related to medical matters, but normally have a phrase book and dictionary...except I forgot them today.
Japanese businesses love systems and processes, and I have observed that this applies in hospitals too. In fact, they've been so ingeneous as to weave the patient into the administrative process (you carry your own medical notes and billing information from one department to another). You have to admire the simplicity and efficiency.
I have a referral letter (in English) and my medical notes (in English). I'm without my tag-team duo: Japanese-English dictionary and Japanese-Phrase book. My mission: say in Japanese "I have an appointment with a Hematology Specialist at 3:30pm today. Can you please direct me to the Hematology department?". I realise that asking the question is futile as I don't know the words for "left", "right" and "straight" yet.
I'll cut to the chase: I worked my way through from registration, examination, consultation, form filling and billing in approximately five hours (30 mins of which was patient/Doctor face-time).
I've recorded the full details here for the aid of others in a similar position:
1) Hand completed patient registration form to clerk at "Registration". Clerk speaks Japanese and gestures to nearby chairs. Sit and wait. "Bushune-sama!". Receive hospital ID card and Japanese directions to desired specialist department.
2) Deliver self, ID card and paper to specialist department reception. Sit and wait. "Bushune-sama!". Get examined by nurse. Sit and wait. "Bushune-sama!". Move to different waiting room. Sit and wait. "Bushune-sama!". This time it's the Doctor (HURRAY!).
3) Doctor very thorough, polite, effective. Examines and explains in English! Books next appointment for one week from today.
4) Take ID card, plastic folder of Japanese diagnosis notes & prescription to specialist department reception. Sit and wait. "Bushune-sama!". Receive ID card, appointment slip and prescription (both Japanese). Elevator to "Billing department".
5) REALISE YOU FORGOT TO ASK DOCTOR TO COMPLETE INSURANCE CLAIM FORM.
6) Back to the specialist department. Explain/gesture/mime purpose of insurance claim form. Receptionist uses Google-translate to explain: "Doctor completing insurance form is difficult. Foreign application department at window six of floor one aiding" (a separate department has been created to deal with foreign language application forms).
7) Back downstairs. "Foreign application requests" department staff only speak Japanese... BUT there is an English speaker in the administrative department! Our saviour explains "Completing the form is difficult (three questions: diagnosis, treatment, and signature). It can be done for 3500 JPY (approx $35); alternatively stamping and dating the form (no boxes completed and not signed) is free. Okay, we opt for form-stamping. This is performed with incredible accuracy and care; we are asked which way (01-May-2006 or May-01-2006) we prefer the date to be written. Bless-him.
8) Back to Billing dept. Clerk swipes ID card, quotes large Japanese number. I hand over credit card. Sit and wait. Credit card takes whistle stop tour of the Billing dept, ending with the English speaker who helped earlier: Aha! One signature and job done!
Moral of the story: be good humoured and creative, enjoy the experience, and bring something to keep you entertained!
