用英文和醫生溝通：預約看診電話的四個問題與一句話描述
用英文和醫生溝通時，多數人怕的不是醫學單字，而是接線人員問「哪裡不舒服」的那一刻。預約電話其實很短：四個你已知答案的問題，加上一個可以事先準備的問題。
目錄
大多數害怕用英文預約看診的人，擔心的不是醫學詞彙。他們擔心的是接線人員問「哪裡不舒服」的那一刻。預約電話其實很短：四個你早就知道答案的問題，以及一個你可以事先準備的問題。
接線人員在提供時間前會問的四件事
| 他們問什麼 | 你可以怎麼說 |
|---|---|
| 全名 | My name is Ana Ruiz. |
| 出生日期 | My date of birth is the third of May, 1990. |
| 地址或郵遞區號 | I live at 14 Bridge Street, postcode BR1 4QT. |
| 回電號碼 | The best number for me is my mobile. |
第五個問題決定一切：你需要什麼協助。NHS 指引指出，診所可能會在預約前先問這個問題，以決定你多快需要被看診，以及哪一位專業人員最合適（NHS，〈Appointments and bookings at your GP surgery〉，擷取於 2026 年 11 月 2 日）。
電話預約與線上表單的開場句
先說你想要什麼，再加上急迫程度：Hello, I would like to book an appointment, please. 以及 It is not urgent, but it has been going on for about two weeks.
線上表單要的也一樣：原因，以及持續多久。把欄位當成你在說話一樣寫：I have had a cough for three weeks and I would like a morning appointment. 這就是用英文和醫生溝通的實用核心：你的第一句話會決定你的名字被放到哪份名單上。
用一句話描述問題
三個部分：哪裡不對、持續多久，以及它讓你無法做什麼。I have had a sharp pain in my right knee for two weeks, and I cannot use the stairs at work. 持續時間和受限程度是診所會據以採取行動的兩件事（NHS Nottingham and Nottinghamshire ICB，擷取於 2026 年 11 月 2 日）。
| 問題 | 你可以說的其中一句話 |
|---|---|
| 喉嚨痛 | I have had a sore throat for five days and it hurts to swallow. |
| 咳嗽 | I have a cough that has lasted three weeks and it is worse at night. |
| 背痛 | My lower back has hurt for ten days and I cannot sit for long. |
| 皮疹 | A red rash appeared on my arm four days ago and it is spreading. |
| 高溫 | I have had a temperature since Tuesday and it is not going down. |
| 耳痛 | My left ear has hurt for two days and it feels blocked. |
| 胃痛 | I have had pain under my ribs on the right for a week. |
| 睡眠與情緒 | I have not slept properly for a month and I cannot concentrate. |
不要以診斷開頭：I think it is my asthma 給接線人員的資訊，比 I have been wheezing for a week. 更少。
你會被提供的選項：例行、緊急、當日與隨到隨看
| 提供的選項 | 聽起來像什麼 | 代表什麼意思 |
|---|---|---|
| 例行 | I can offer you the nineteenth of March at 10.40. | 預約在數週後的時段 |
| 當日 | I will put you in the same-day clinic at 11.40. | 今天被評估為臨床上緊急 |
| 隨到隨看 | Our walk-in clinic runs from 8 to 10. | 沒有固定時間；要排隊等候 |
緊急預約無法在 NHS App 中預約，所以你必須打電話給診所（擷取於 2026 年 11 月 2 日）。2026/27 GP 合約要求診所必須在同一天處理臨床上緊急的病人（NHS England，擷取於 2026 年 11 月 2 日）。
三通電話，逐句示範
預約新門診：
- 你：
Hello, I would like to book an appointment, please. I have had a pain in my right knee for two weeks. - 接線人員：
I can offer you Thursday the sixth at 9.20 with the practice nurse. - 你：
That is fine. Which entrance should I use?
更改預約：
- 你：
I have an appointment on Thursday the sixth and I need to move it. - 接線人員：
What day would suit you? - 你：
Any morning next week apart from Tuesday.
要求當日預約：
- 你：
I need to speak to someone today if that is possible. - 接線人員：
What is the problem? - 你：
I have had a temperature since Tuesday and this morning I could not keep water down.
確認細節，並禮貌地更改或取消
結束通話前，一定要把細節複述一遍：日期錯了就等於錯過預約。So that is Thursday the sixth at 9.20 with the practice nurse. Is that right? 可以問 Could you spell the street name for me? 如果是第一次就診，請帶上你的藥品清單和有照片的身分證件。
取消預約只需要一句話：I am sorry, I need to cancel my appointment on the fourteenth. 如果你仍然需要看診，再加上 Could we book a new appointment for the following week? 診所會請病人取消任何不再需要的預約，好讓時段能給其他人。
長期處方箋，以及診間裡的兩分鐘
如果你打電話詢問藥物，預期會被轉到別的地方：許多診所不再接受電話申請長期處方箋。處方箋要在 NHS App 申請，而申請可能會暫時無法使用，因為需要進行藥物審查（擷取於 2026 年 11 月 2 日）。I am calling about my repeat prescription. Is a review due?
進到診間後，這個習慣也同樣適用：I am here about my knee. It started two weeks ago and it is worse on stairs. 然後把離開前的一句話帶著用：Could you write down what I should do next? 以及複述確認 So I take one tablet twice a day for seven days. Is that right?
用檢查清單做兩分鐘演練
- 二十秒：你的姓名、出生日期、地址和回電號碼。
- 三十秒：把你的一句話問題說兩次，第二次更短。
- 二十秒：要求一個時段並清楚回答：
Thursday is difficult. Is there anything on Monday? - 三十秒：複述日期、時間和地點。
- 二十秒：說一次取消預約的那句話。
然後就五件事給自己評分：四個細節都提供了；問題句子裡有時間範圍；清楚接受或拒絕；有複述確認；以及沒有以診斷開頭。
常見問題
我打電話到診所預約時，實際上該說什麼？
先說細節，再說問題：紀錄需要細節，決策需要問題。一個可行的說法：Hello, I would like to book an appointment, please. My name is Ana Ruiz, my date of birth is the third of May 1990, and the best number for me is my mobile. I have had a pain in my right knee for two weeks. 如果你聽不清楚對方的回覆，不要用猜的：The line is not clear. Could you say the date again?
如果診所好幾週都沒有預約時段，我該說什麼？
問三個具體問題。Is there a cancellation list I can join? Could I be seen by the nurse or the clinical pharmacist instead? 而且 Is there another surgery or NHS service I could be seen at sooner? 是合理的：NHS 指引指出，你可能會被安排到當地另一間診所或 NHS 服務。然後把問題問完整：What should I do if it gets worse before the appointment?