Opening a patient consultation and confirming identity.
English for Healthcare Professionals. Lesson 1.
You are starting a busy shift and a patient arrives for an assessment. In this lesson, you practise the first two minutes that set the tone for everything: greeting the patient, introducing your role, confirming identity safely, and explaining what you are going to do. You will learn how to sound calm and competent without sounding cold, and how to check key details (name, date of birth, address, wristband) in a natural, respectful way.
The scenario includes small real-world complications: the patient is anxious, the waiting room is noisy, and the patient uses a different preferred name from their legal name. You will practise clear signposting so the patient knows what will happen next, and you will use short checks to confirm understanding. You also build a simple closing for this opening stage: what you need first, and what the patient should do if they feel unwell while waiting.
1. Arriving patient: a calm, professional first minute.
You’re at the start of a busy shift and your next patient is coming in now. In real life, those first one or two minutes matter more than we sometimes realise. They set the tone, they reduce anxiety, and they protect safety.
In this lesson, we’ll stay in one clear situation: a noisy waiting area, an anxious patient, and you need to greet them warmly, introduce your role, and start the identity checks naturally. The key is to sound calm and competent without sounding cold or robotic.
As we go, I want you to focus on three things. First: a clear, friendly greeting plus your role. Second: using at least two identifiers, but explaining it as routine and for safety. Third: keeping the patient involved by signposting what will happen next and inviting them to stop you if anything isn’t clear.
In the task at the end of this block, you’ll write what you would say in your first 20 to 30 seconds. Keep it simple, patient-friendly, and realistic for a busy clinic or assessment room.
Today’s scene.
You’re one of the clinicians on a busy team. The waiting room is noisy, and your patient looks anxious. Your goal is to start the consultation safely and build trust quickly.
In healthcare, a “good start” is not about being chatty. It’s about being clear, warm, and structured.
What you are aiming to do (the first minute).
You want to cover these steps in a natural order:
Greet + introduce yourself
Who you are and your role.
Confirm identity (safely and routinely)
At least two identifiers (for example: full name + date of birth).
Explain the reason: “We do these checks for everyone, for safety.”
Set expectations (signposting)
What will happen next and roughly how long you have.
Invite questions and clarification.
Model language you can rely on.
Here are high-value phrases from today’s phrase bank. Notice how they are polite, brief, and confident:
“Hello, I’m one of the clinicians on the team.”
“Could I just confirm your full name, please?”
“And your date of birth?”
“We do these checks for everyone, for safety.”
“Today I’m going to ask a few questions and then examine you.”
“We’ve got about ten minutes, so I’ll focus on the main issue first.”
“If anything I say isn’t clear, please stop me.”
Tiny skill that makes you sound calm.
Use softeners (small polite words) to reduce pressure:
“Could I just…?”
“Is it OK if…?”
“Just to make sure I’ve got this right…”
This helps the patient feel safe, especially when they’re anxious or the environment is noisy.
Your job in this block.
You’ll write the opening lines you would say to the patient. Imagine you are standing at the doorway or beside the chair, ready to begin.
Practice & Feedback
Write what you would say in the first 20–30 seconds as the clinician. Stay in the scene: busy shift, noisy waiting room, anxious patient.
Include:
a greeting and your role (one sentence),
a polite identity check using two identifiers (for example, full name + date of birth),
a short safety reason (for example, “We do these checks for everyone, for safety.”).
Keep it natural and spoken (not like a formal letter). Aim for 3–6 short lines, like a mini script.
Quick reference (use any of these).
"Hello, I’m one of the clinicians on the team."
"Could I just confirm your full name, please?"
"And your date of birth?"
"We do these checks for everyone, for safety."
"Is it OK if we begin?"
2. Listen to a model opening in a noisy waiting area.
Now let’s listen to a short model interaction. I want you to imagine the background noise: people talking, phones ringing, and the patient is a bit on edge.
While you listen, don’t try to remember every word. Instead, listen for structure. What happens first? How does the clinician move from greeting to identity checks? And notice the tone: it should feel routine, not suspicious.
There’s also a real-world complication: the patient uses a preferred name that is different from the legal name on the record. That can happen all the time, and the key is to handle it respectfully without skipping safety steps.
After the audio, you’ll answer a few comprehension questions. The goal is to show you can pick out the key identifiers, the safety explanation, and the exact line that invites the patient to clarify or stop you if something isn’t clear.
Listening focus: structure + safety.
In the audio at the end of this block, you’ll hear a clinician open a consultation in a busy environment.
As you listen, look for these elements:
Greeting + role: the clinician makes it clear who they are.
Two identifiers: name + date of birth are checked.
Safety explanation: the clinician normalises the check.
Preferred name: the clinician asks how the patient wants to be addressed.
Signposting: the clinician briefly explains what will happen next.
Why this matters in real clinical work.
When the waiting room is noisy, patients often mishear questions. Anxiety makes that worse. A safe communicator does two things:
Keeps questions short and clear (one question at a time).
Adds tiny checks that prevent mistakes (for example, repeating the date of birth back).
Useful noticing.
Pay attention to how the clinician handles the preferred-name issue:
They don’t argue about the record.
They keep the patient respected.
They still confirm legal identifiers for safety.
This is exactly the balance you need at B2: professional, human, and patient-safe.
After listening.
You’ll answer questions about what you heard. Try to quote exact phrases where you can, especially for the safety line and the preferred-name question.
Practice & Feedback
Listen to the short scene. Then answer the questions below in full sentences.
What two identifiers did the clinician ask for?
What exact phrase did the clinician use to explain why they do identity checks?
How did the clinician ask about the patient’s preferred name?
What did the clinician say would happen next (the plan for the consultation)?
Write 4 numbered answers. If you’re not sure of an exact quote, write the closest version you remember, but keep it realistic and patient-friendly.
3. Handling a preferred name while keeping identity checks safe.
Let’s zoom in on the tricky part: the preferred name. In real clinical settings, this can be sensitive. The patient may feel embarrassed, defensive, or simply tired of correcting people. At the same time, you still need to match the correct record, wristband, or appointment details.
The skill is to separate two ideas. First, the legal or recorded identifiers you must check for safety. Second, the respectful way you address the patient during the conversation.
You’ll see a few short mini-dialogues on the screen. Notice how the clinician acknowledges the patient’s preference, uses it straight away, but continues the safety process. You’ll also practise “repair” questions for when something doesn’t match, without sounding accusatory.
In the activity, you’ll rewrite a slightly clumsy identity-check script so it becomes warmer, clearer, and more respectful. Keep your sentences short and spoken.
The preferred-name moment: do both jobs.
In the previous listening, the patient said: “It’s Jonathan Miller. But everyone calls me Jon.”
As the clinician, you have two jobs at once:
Patient safety: confirm identifiers that match the record.
Respect: address the patient in the way they prefer.
If you do only (1), you can sound cold. If you do only (2), you may risk a mismatch.
A safe, respectful pattern you can copy.
Here is a reliable pattern for this moment:
Acknowledge + confirm + preference
“Thanks, Jon. And your date of birth?”
“We do these checks for everyone, for safety. How would you like me to address you?”
Notice: the clinician uses the preferred name immediately (“Thanks, Jon”), which lowers anxiety.
Repair language when details don’t match.
Sometimes the patient is unsure, or the record shows a different name spelling. Avoid sounding like the patient is “wrong”. Try neutral language:
“Just to make sure I’ve got this right, could you spell your surname for me?”
“Just to check, is your date of birth the 14th of March 1987?”
“I’m going to double-check the details on the system. It may be a spelling difference.”
What to avoid.
These can sound accusatory or abrupt:
“That’s not what it says here.”
“No, what’s your real name?”
“You have to tell me your proper details.”
Mini examples (good practice).
Example A
Clinician: “Could I just confirm your full name, please?”
Patient: “Aisha Khan, but I go by Ash.”
Clinician: “Thanks, Ash. And your date of birth?”
Example B
Clinician: “How would you like me to address you?”
Patient: “Sam.”
Clinician: “Great, Sam. For safety, I still need to confirm your full name on the record and your date of birth.”
Your goal in this block.
Make your identity checking feel routine, respectful, and calm even when the details are slightly complicated.
Practice & Feedback
Below is a short script that sounds a bit abrupt and can feel disrespectful when a patient uses a preferred name.
Rewrite it so it sounds calm, routine, and patient-safe. Keep the meaning, but improve the tone. Use at least two phrases from the model language above (for example, “Could I just confirm…”, “We do these checks…”, “How would you like me to address you?”).
Write 6–10 lines of dialogue (Clinician / Patient). Stay in the same scene: busy clinic, some noise, patient slightly anxious.
Script to improve.
Clinician: Name.
Patient: Jonathan Miller.
Clinician: Date of birth.
Patient: 14 March 1987.
Clinician: That’s not your real name, is it? What should I call you then?
Patient: Jon.
Clinician: Fine. Sit down. What’s the problem?
Target tone.
respectful
routine
safe
not too long
4. Signposting the plan and time without sounding rushed.
Once you’ve greeted the patient and confirmed identity, the next job is to tell them what will happen. This is signposting, and it’s one of the fastest ways to reduce anxiety. Patients often worry: How long will this take? What are you going to do? Will it hurt? Are you listening to me?
At B2 level, you can already explain things, but under pressure it’s easy to sound abrupt: “We’ve got ten minutes. Tell me what’s wrong.” Instead, we’ll practise time language that is honest, but still warm and collaborative.
You’ll see a few signposting patterns on the screen, including how to invite clarification. Notice the phrase “If anything I say isn’t clear, please stop me.” It’s simple, but it makes the interaction safer.
In the activity, you’ll choose the best signposting lines for three different patients, and then you’ll write your own short signpost to match the situation.
Signposting: the patient-friendly map.
After identity checks, signposting tells the patient:
what will happen next,
how long it might take,
what you need from them,
and how to interrupt safely if they don’t understand.
In a noisy, busy clinic, signposting also protects you. It keeps the consultation structured.
Reliable signposting patterns.
Here are patterns that sound natural (not like a script) and keep you in control:
Plan + permission
“Today I’m going to ask a few questions and then examine you, if that’s OK.”
“Is it OK if we begin?”
Time + focus
“We’ve got about ten minutes, so I’ll focus on the main issue first.”
“If we don’t cover everything today, we’ll make a plan for the next steps.”
Clarification invitation
“If anything I say isn’t clear, please stop me.”
“Just tell me if you need me to slow down.”
Tone tip: honest, not alarming.
You can be honest about time without making the patient feel like a problem.
Compare:
Less good: “We’re very busy, so be quick.”
Better: “We’ve got about ten minutes today, so I’ll make sure we cover the most important things first.”
Mini-scenarios (choose the best signpost).
Scenario 1: anxious patient
Best signpost includes reassurance and permission.
Scenario 2: patient interrupts a lot
Best signpost includes structure and gentle boundary: “I’ll ask a few questions first, then I’ll come back to your questions.”
Scenario 3: patient seems confused
Best signpost includes clarification invitation and slower pace.
Your goal in this block.
Practise signposting that is clear, kind, and time-aware. You should sound like someone who is in control of the process, but still listening.
Practice & Feedback
You will do two things.
Part A (choose): For each scenario below, write the letter (A, B, or C) of the best signposting line.
Part B (write): Then write your own 2–3 sentence signpost for Scenario 1 (anxious patient in a noisy waiting room). Include:
what will happen next,
a time phrase (for example, “about ten minutes”),
and one invitation to clarify (for example, “If anything I say isn’t clear…”).
Keep it spoken and natural.
Part A options.
Scenario 1 (anxious):
A) "We’re short on time, so tell me quickly."
B) "Today I’m going to ask a few questions and then examine you, if that’s OK. We’ve got about ten minutes, so I’ll focus on the main issue first."
C) "Sit down. I’ll ask questions. Don’t interrupt."
Scenario 2 (interrupts a lot):
A) "If you keep interrupting, I can’t help you."
B) "I’ll ask a few questions first so I understand the main issue, and then I’ll make sure we come back to your questions."
C) "Please stop talking while I’m speaking."
Scenario 3 (confused):
A) "This is simple. You should understand."
B) "If anything I say isn’t clear, please stop me, and I can explain it another way."
C) "Just listen carefully."
5. Chat simulation: the identity details don’t match.
Now we’ll do a short chat-style simulation, because this is where the language really becomes automatic.
You are the clinician. The patient is anxious, and the waiting room is noisy. You start with the usual opening and identity check, but then you hit a complication: the patient’s preferred name is different, and one detail doesn’t match what you see on the screen or wristband. This is common, and it’s exactly when clear, neutral “repair” language matters.
Your job is to keep the interaction respectful, not blame the patient, and still get the correct identifiers. Use short sentences and one question at a time. Remember you can use phrases like “Just to make sure I’ve got this right…” and “We do these checks for everyone, for safety.”
In the activity, we’ll do it like a message exchange. You write the clinician’s lines only. I’ll play the patient in my feedback and show you how your choices sound.
Simulation rules (keep it realistic).
In this simulation, you are Clinician and I’ll act as Patient.
You will write your clinician messages only, as if this is a quick live chat on a clinic device or a typed transcript of a conversation at the doorway.
What you need to achieve.
By the end of the exchange, you should have:
greeted and introduced your role,
confirmed two identifiers,
handled the preferred name respectfully,
repaired a mismatch using neutral language,
signposted the next step and asked permission to begin.
Useful repair phrases to recycle.
These help you sound calm when something doesn’t match:
“Sorry, could I just check one detail?”
“Just to make sure I’ve got this right…”
“Could you spell your surname for me?”
“I’m going to double-check the details on the system.”
Example of a safe “mismatch” line.
Instead of: “That’s wrong.”
Try: “On my screen I have a slightly different spelling. Could I just confirm how you spell it?”
Your focus: safety + rapport.
In patient-facing English, small choices matter:
Use the patient’s preferred name once you know it.
Keep your tone routine (“We do these checks for everyone…”).
Don’t overload the patient with three questions at once.
In the task below, you’ll respond to a short situation card and write the clinician’s messages in sequence.
Practice & Feedback
Chat simulation. You are Clinician.
Situation: You call the next patient from a noisy waiting area. The record shows “Jonathan Miller”. The patient tells you they go by “Jon”. When you check the date of birth, the patient says “14/03/1987”, but on your screen you briefly see “13/03/1987” (a possible admin error).
Write 6–9 short clinician messages to:
greet + introduce your role,
confirm name + date of birth,
ask preferred name,
repair the mismatch politely and safely,
signpost what will happen next and ask permission to begin.
Keep it calm and respectful.
Phrase bank you can use.
"Hello, I’m one of the clinicians on the team."
"Could I just confirm your full name, please?"
"And your date of birth?"
"We do these checks for everyone, for safety."
"How would you like me to address you?"
"Just to make sure I’ve got this right…"
"Sorry, could I just check one detail?"
"If anything I say isn’t clear, please stop me."
"Is it OK if we begin?"
6. Capstone: deliver the full safe opening and next steps.
Let’s finish with a complete mini performance: the first two minutes from greeting to a safe close of the opening stage.
In the real world, you often need to do more than just identity and signposting. You also need a small, practical safety close before you move on. For example: what you need first, what the patient should do if they feel worse, and how to stop you if they don’t understand.
So in this final task, you’ll write a single, coherent script that includes everything we’ve practised: a warm introduction, two identifiers with a safety reason, a respectful preferred-name check, clear signposting with time language, and a brief safety instruction for the waiting/assessment process.
Keep the language patient-friendly, not overly technical. Short sentences are better than long ones. If you can, include one line that checks understanding, such as inviting the patient to stop you or asking if it’s OK to begin.
When you submit, I’ll give you detailed feedback and an upgraded model you can keep as your own template.
Final performance task: your “first two minutes” template.
You’re still in the same situation:
busy shift,
noisy waiting room,
anxious patient,
preferred name different from the legal name.
Now you will produce a complete opening that sounds like you, but follows a safe structure.
What a strong capstone answer includes.
Aim to include these five parts in order:
Greeting + role
Clear and professional.
Identity checks (two identifiers) + safety reason
Make it routine and calm.
Preferred name
Respectful question, then use the name.
Signposting + time
What you’ll do, what the patient should expect, and approximate time.
Micro-safety close of the opening stage
Before moving into the main questions, add one practical line, for example:
“If you feel faint or more unwell at any point, please tell me straight away.”
“If you need a break, just let me know.”
A mini rubric (self-check).
Before you submit, quickly check:
Clarity: Can a patient follow the steps?
Tone: Warm but professional (not informal).
Safety: Two identifiers and a clear reason.
Control: You signpost and ask permission.
Reminder: phrases you can reuse.
“We do these checks for everyone, for safety.”
“If anything I say isn’t clear, please stop me.”
“We’ve got about ten minutes, so I’ll focus on the main issue first.”
“Just to make sure I’ve got this right…”
Your output should feel realistic.
This is not an essay. It’s what you would actually say, line by line, in a real clinic room.
Practice & Feedback
Write your full opening script (about 120–180 words). You are the clinician speaking to the patient.
Include:
greeting + role,
two identifiers (name + date of birth is fine) + a safety reason,
preferred-name question and then use the preferred name,
signposting (questions then examination) + a time phrase,
one short safety instruction for the start of the appointment (for example, what to do if they feel unwell, or inviting them to stop you if unclear),
a clear permission check: “Is it OK if we begin?”
Write it as short spoken lines or short paragraphs. Keep it calm and patient-friendly.
Reference phrases (optional).
"Hello, I’m one of the clinicians on the team."
"Could I just confirm your full name, please?"
"And your date of birth?"
"We do these checks for everyone, for safety."
"How would you like me to address you?"
"Today I’m going to ask a few questions and then examine you."
"We’ve got about ten minutes, so I’ll focus on the main issue first."
