本书读者对象为医院不同服务窗口人员。主要以不同服务窗口人员在英语语言服务过程中可能遇到的各种情景为背景，模拟服务窗口人员与被服务人员（包括患者、家属等）之间的对话。同时提供实用的英语单词、短语和常用英语口语的基本句式及其使用场景，以帮助医院公共服务窗口人员更好地提高其英语语言服务能力，与患者和其他人员进行更有效的交流和沟通。内容涵盖不同服务窗口包括检查预约中心、挂号与收费处、药房、住院服务中心、门诊服务中心、急诊服务中心、体检中心、检验化验中心推荐的英语语言技能、服务的流程与语言应用等。此外，手册还提供了不同的使用场景、问答和练习，以帮助学习者巩固所学内容，提高英语语言服务能力，更加有效地与患者和其他人员进行交流和沟通。

Unit 1 One-Stop Outpatient Services
一站式门诊服务/ 1
Section 1 Scenarios for General Inquiries and Assistance
一般咨询辅助场景/ 1
Conversation 1 Indicating Department Locations
指明科室位置/ 1
Conversation 2 Stamping Medical Certificates
医疗证明盖章/ 3
Conversation 3 Photocopying Medical Records 复印病历/ 4
Conversation 4 Assisting Adding Appointments
协助现场加号/ 5
Conversation 5 Assisting Registering via the WeChat
Platform 协助在微信平台挂号/ 7
Section 2 Scenarios for Recommending Departments and
Doctors 导医导诊场景/ 10
Conversation 1 Recommending a Department
推荐科室/ 10
Conversation 2 Recommending a Doctor 推荐医生/ 11
Section 3 Scenarios for Assisting with the Use of Self-Service
Kiosks 自助服务机使用辅助场景/ 13
Conversation 1 Assisting Getting a Queue Number
协助取号/ 13
Conversation 2 Assisting Printing Medical Records and
Reports 协助打印病历和就诊报告/ 15
Unit 2 Registration/Payment
挂号/ 缴费/ 18
Section 1 Scenarios for Walk-in Registrations
现场挂号场景/ 18
Conversation A Walk-in Registration 现场挂号/ 18
Section 2 Scenarios for Phone Pre-registrations
电话预约挂号场景/ 21
Conversation 1 Making an Appointment
电话预约时间/ 21
Conversation 2 Re-scheduling an Appointment
更改预约时间/ 24
Section 3 Scenarios for Making Payment 缴费场景/ 25
Conversation 1 Making Payment Without Insurance
Coverage 无保险病人缴费/ 25
Conversation 2 Making Payment With Insurance Coverage
有保险病人缴费/ 27
Section 4 Scenarios for Cancellations and Refunds
退号退费场景/ 29
Conversation 1 Dealing with Cancellation and Refund
Requests 退号退费要求处理/ 29
Conversation 2 Dealing with Refund Requests Involving One
Department 涉及一个科室的退费要求
处理/ 31
Conversation 3 Dealing with Refund Requests Involving
Several Departments（with medical insurance
deductions）涉及多个科室的退费要求处理
（有医保报销）/ 32
Unit 3 Tests/Imaging
检验/ 影像学检查/ 35
Section 1 Scenarios for Tests 检验场景/ 35
Conversation 1 Doing a Blood Test 血液检查/ 35
Conversation 2 Doing a Urine Test 尿液检查/ 38
Conversation 3 Doing a Stool Test 粪便检查/ 40
Section 2 Scenarios for Imaging 影像学检查场景/ 41
Conversation 1 Doing a Computed Tomography
CT 检查/ 41
Conversation 2 Doing a Ultrasonography 超声检查/ 44
Conversation 3 Doing an Electrocardiogram Exam
心电图检查/ 46
Unit 4 Pharmacy Services
药房服务/ 49
Section 1 Scenarios for Dispensing Western Medicine 发西药/ 49
Conversation Dispensing Pills/Tablets/Capsules/Syrup
发药丸/ 药片/ 胶囊/ 糖浆/ 49
Section 2 Scenarios for Dispensing Traditional Chinese Medicine
Herbs 发中药/ 52
Conversation 1 Briefing on Taking Chinese Herbal
Granules 讲解服用中药颗粒/ 52
Conversation 2 Briefing on Decocting a Chinese Medicine
Herbs 讲解煎煮中药/ 54
Unit 5 Injection Therapies
注射治疗/ 58
Section 1 Scenarios for Intravenous Injections
静脉注射场景/ 58
Conversation Giving an Intravenous Injection 静脉注射/ 58
Section 2 Scenarios for Allergic Tests 过敏试验场景/ 62
Conversation Doing a Penicillin Allergic Test
青霉素过敏试验/ 62
Section 3 Scenarios for Intramuscular Injections
肌内注射场景/ 64
Conversation Giving an Intramuscular Injection
肌内注射/ 64
Section 4 Scenarios for Subcutaneous Injections
皮下注射场景/ 67
Conversation 1 Preparing for Administering Vaccines
疫苗接种前准备/ 67
Conversation 2 Administering Vaccines 疫苗接种/ 70
Unit 6 Hospitalization Services
住院服务/ 73
Section 1 Scenarios for Admissions 入院场景/ 73
Conversation 1 Getting a Queue Number 取号/ 73
Conversation 2 Admission Formalities
办理入院手续/ 74
Section 2 Scenarios for Discharges 出院场景/ 78
Conversation 1 Discharge Formalities（1）
办理出院手续（1）/ 78
Conversation 2 Discharge Formalities（2）
办理出院手续（2）/ 81
Conversation 3 Answering Enquiries about Medicare
Reimbursements 医疗保险报销咨询
解答/ 82
Unit 7 Emergency
急诊/ 86
Section 1 Scenarios for Chest Pain 胸痛场景/ 86
Conversation Managing a Chest Pain 处理胸痛/ 86
Section 2 Scenarios for High Grade Fever 高热场景/ 89
Conversation Managing a High Grade Fever
处理高热/ 89
Section 3 Scenarios for Diarrhea 腹泻场景/ 91
Conversation Managing a Diarrhea 处理腹泻/ 91
Section 4 Scenarios for Trauma 外伤场景/ 94
Conversation Managing Trauma 处理外伤/ 94
Unit 8 Physical Examination Services
体检服务/ 96
Section Scenarios for Routine Physical Examinations
例行体检场景/ 96
Conversation 1 Making an Appointment for Health
Screening 电话预约体检/ 96
Conversation 2 Assisting Filling out the Form
协助填写表格/ 100
Conversation 3 Briefing on the Process and Procedures
讲解体检程序与步骤/ 102
附录1 医院科室中英文对照/ 108
附录2 疾病症状中英文对照/ 114
附录3 医院常见指示牌中英文对照/ 125