Failures of Communication - The Life of a Hotel Doctor | By Mike Oppenheim, M.D.

The following exchange happened once twenty years ago – and then it happened a second time.

I answered a call from a guest speaking heavily accented English.

“I need a doctor.”

“I’m a doctor.”

“No. I need a doctor.”

“This is Doctor Oppenheim. How can I help you?”

“I need a doctor.”

“You’re talking to a doctor. I am the doctor for the hotel.”

“No. I need a doctor. I have electric shaver and need a doctor for electricity…”

That’s when I realized he needed an adaptor for American current. He had phoned the hotel operator who had immediately forwarded the call to me.

* * * *

My rule to make a housecall as quickly as possible avoids a host of frustrations. Here’s a situation that’s happened a dozen times over thirty years. It always involves a guest with poor English skills.

“My son with pain in ear. Maybe he need a doctor.”

“I can come to the hotel.”

“Not today. Pain is not bad. I give medicine. Maybe if he has pain tomorrow.”

“So you’ll call me tomorrow?”

“Yes. Can you come in the morning?”

“Yes.”

“When.”

“I can be there between 9 and 12.” Strictly speaking, I can come at any time, but I like to avoid driving during the rush hour.

“Three hours is too long. We want to visit the city.”

“You said you’d call tomorrow. When you call, I’ll tell you exactly when I’ll be there.”

“OK.”

Most guests who promise to call never call, so I put the matter out of my mind. After noon the following day, the phone rang. It was the concierge at that hotel. “I’m afraid we’ve had a complaint, Doctor Oppenheim,” she said. “Mr. Desai in 403 says he and his family have been waiting over three hours. Are you going to come?....”