#126 Am Empfang: Verschiedene Patientengruppen – At the Reception: Different Types of Patients

00:00:03: Sabine Nemec: Herzlich willkommen zu Dental English to go. Ich bin Sabine Nemec und lade Euch ein, mit diesem Podcast Euer Englisch aufzufrischen. Ich möchte Euch zeigen, dass es ganz leicht ist, sich im Praxisalltag auf Englisch zu verständigen. Jede Woche schauen wir uns eine bestimmte Situation in der Zahnarztpraxis an und trainieren/üben die passenden Vokabeln und die richtige Aussprache. So here is your weekly dose of language refresher.

00:00:33: In today’s lesson, we will focus on reception English for the different kinds of patients you welcome in your dental office. So, let’s start! Having many different types of patients means having many different aspects in the administration to consider, for example registration, insurance, billing, and appointment process. Unterschiedliche Patientengruppen bringen auch unterschiedliche Anforderungen an die Verwaltung mit sich – zum Beispiel bei der Anmeldung, bei Versicherungsfragen, bei der Abrechnung oder beim Ablauf der Terminvereinbarung. There are five very different kinds of patients: public health patients, private patients, refugees, children, and internationally insured patients. Each patient type follows a different administrative pathway, and every one of them deserves a clear, friendly, and professional explanation.

00:01:51: Number 1 – The Public Health Patient: The most common patient in a German dental practice is the statutory health insurance patient — in German, a gesetzlich versicherter Patient. They are covered by one of Germany's public health funds — Krankenkasse — and present with their electronic health insurance card — der elektronischen Gesundheitskarte — at every appointment. Patient-friendly phrases: "Could I see your health insurance card, please? I'll scan it to register you in our system." "We do this at your first appointment of each calendar quarter — so if you've already been in this quarter, you don't need to hand it in again." "As this is your first appointment this quarter, I'll need to scan your card again to update our records." "No problem — if you don't have your card today, could you bring it to your next appointment? We can still see you."

00:03:12: Public health insurance covers a defined range of dental treatments — basic care, preventive check-ups twice a year, and a fixed contribution towards dentures or crowns. Treatments that go beyond the standard coverage — such as premium fillings, implants, or professional teeth cleaning — are additional services that the patient pays for themselves or contributes to via supplementary private insurance. Patient-friendly phrases: "The treatment your dentist is recommending today is covered by your public health insurance, so there are no additional costs for you." "However, if you'd like the tooth-colored filling instead of the cement alternative, that would involve an additional charge — I can give you a written estimate before we proceed."

00:04:18: Number 2 – The Private Patient: Private patients are covered by private health insurance. They are billed according to the German fee schedule for dentists, and the invoice is sent directly to the patient, who then submits it to their insurance company for reimbursement. Patient-friendly phrases: "As a privately insured patient, the billing process works a little differently." "You'll receive a detailed invoice from us after your treatment, and you then forward that to your private insurance provider, who will reimburse you directly." "Reimbursement is typically processed within two to four weeks."

00:05:14: Private patients generally have access to a wider range of treatments and materials without additional charges — and the fee rates are typically higher than in the public system. It's important to explain this clearly and sensitively, particularly to patients who are switching from public to private insurance. Patient-friendly phrases: "As a private patient, you have access to our full range of treatments and materials. Your insurance plan covers premium restorations, implants, and professional cleaning — but it's always worth checking your specific policy details so you know exactly what's included." "Shall I prepare a written cost estimate for you to submit to your insurer before we begin treatment?"

00:06:20: Number 3 – The Refugee or Asylum Seeker: Refugees and asylum seekers in Germany are entitled to basic dental care under the Asylbewerberleistungsgesetz — the Asylum Seekers Benefits Act. During the first 36 months of their stay, coverage is limited to emergency treatment — the relief of acute pain, the treatment of infections, and necessary extractions. After 36 months, coverage generally expands to the level of statutory health insurance. At the reception, these patients typically present a treatment voucher issued by the local social services office. Patient-friendly phrases: "Welcome — please don't worry, you are in the right place. Do you have a treatment voucher from the social services office? That's the document we need to register you in our system. If you're not sure, just show me what you have, and we'll work it out together." "Today we can treat anything that is causing you pain or that needs urgent attention. If you need additional treatment beyond what's covered by the voucher, we'll always let you know in advance and discuss the options with you." "Would you like us to arrange an interpreter for your appointment? We want to make sure you understand everything."

00:08:43: Number 4 – Children: Children under the age of 18 are treated under their parent's or guardian's health insurance — public or private. At registration, the parent's insurance card is used. Parental consent is required for all dental treatment. If a child attends without a parent — for example, an older teenager — written consent from a parent or guardian should ideally be in place for anything beyond a simple check-up. Patient-friendly phrases: "For children's appointments, we use the child’s insurance card — do you have that with you today?" "I'll need a signature on our consent form — this just confirms that you agree to your child receiving treatment here." "Your child is entitled to two free check-ups per year, plus a preventive care program that includes fluoride treatment and, if recommended, sealants on the back teeth. All of this is covered by your insurance — it's a great way to keep those teeth healthy!"

00:10:12: Number 5 – The Internationally Insured Patient: Internationally insured patients include tourists, expats, EU citizens, and patients from countries with bilateral health agreements. Their coverage and billing process varies widely depending on their country of origin and the type of insurance they hold. EU citizens are entitled to emergency dental treatment in Germany using their European Health Insurance Card. This covers only medically necessary treatment at the same rate as the German statutory health insurance system. The practice bills the German GKV system directly in most cases. Patient-friendly phrases: "Do you have a European Health Insurance Card? It's usually on the back of your national health card." "This covers emergency and urgent treatment here in Germany at the same level as our public health insurance." "As you're not covered by European insurance, we'll need to invoice you directly for today's treatment. We'll give you a full itemized receipt in English, which you can submit to your insurance company at home for reimbursement. Shall I also include a brief written summary of the treatment for your records?"

00:12:02: Here is your overview of the vocabulary of this week’s lesson: to be entitled to – auf etwas Anspruch haben; to submit – etwas einreichen; reimbursement – Rückerstattung; treatment voucher – Behandlungsschein; social services office – Sozialamt; stay – Aufenthalt; emergency treatment – Notfallbehandlung; German fee schedule for dentists – Gebührenordnung für Zahnärzte; estimate – Kostenschätzung, HKP; interpreter – Übersetzer; European Health Insurance Card – Europäische Krankenversicherungskarte; expat – im Ausland lebende Person;

00:13:14: Das war unsere Lesson für diese Woche. Nächste Woche besprechen wir Risikopatientinnen und -patienten. Wenn Ihr noch mehr Dental Englisch trainieren wollt, empfehle ich Euch mein Buch „Dental English“, erschienen im Quintessenz Verlag, oder auch die Fachzeitschrift „Team Journal“ – hier findet Ihr in jeder Ausgabe eine Übung. Vielen Dank fürs Zuhören. Wenn es Euch gefallen hat, dann abonniert diesen Podcast. Es gibt jeden Montag eine neue Folge – überall, wo es Podcasts gibt. Wenn Ihr Fragen habt, dann schreibt auf Instagram oder an podcast@quintessenz.de. Alle Links und Adressen findet ihr auch in den Shownotes. Ich sage: Goodbye and see you next time! Das war Dental English to go mit Sabine Nemec: der Englisch-Podcast für den Praxisalltag – ein Quintessence Podcast.