Jodie and her husband have just moved into their brand-new home in an outer suburb of Melbourne. They are thinking of starting a family this year, so Jodie contacted the local Medical Centre by phone to book a general medical check-up appointment and meet with the doctors and staff. Jodie spoke to Christine, the Medical Centre Receptionist, and explained that she was new to the area and that her old records were kept on file at her previous medical practice. Christine said that she will arrange for Jodie’s records to be transferred to the new Medical Centre – she just needed to provide the details of the previous practice. Alternatively, Jodie could let the previous medical practice know where to transfer the necessary records. Jodie decided to provide the details to Christine.

Christine informed Jodie that each new patient’s appointment would take approximately one hour as her new doctor would like to conduct a thorough initial consultation. Christine then arranged a convenient appointment time with Jodie and asked for her full name, date of birth, address, and preferred contact number. Christine then advised that Jodie bring along her Medicare card on the day of the appointment as this Medical Centre provides bulk billing, and advised that Jodie had the choice of seeing Dr. Jean Maher, the female doctor, or Dr. Lee Cheung, the male doctor at the clinic. Jodie asked whether Dr. Jean Maher specialized in Gynaecology. As Christine was a new employee at the Medical Clinic, she was not sure and needed to ask one of the doctors as soon as they were free. She informed Jodie that if it was okay, she would call her back as soon as she received this information. She called Jodie back within 15 minutes.

When Jodie arrived at the Medical Centre she was greeted by Christine and was informed that her previous medical records had been transferred. Jodie was asked to produce her Medicare Card and was then told to sit and wait in the waiting area as it wouldn’t be a long wait before she saw the doctor. Christine advised that a water cooler was available if Jodie wanted a drink, toilets were to the right down the hallway, and there was a television and magazines for light entertainment.

Jodie waited approximately 10 minutes before Dr. Maher came out of the consulting room and called her name.

After Jodie’s appointment, she returned to the reception desk and signed her Medicare form. She then scheduled another appointment for one month time with Christine and thanked her for her help. Christine wished her well and said that if she had any questions to contact the Medical Centre anytime as they were open 24 hours a day, 7 days a week.

• Describe what Christine did to inform Jodie of available choices to meet all?

• List five examples from the case study that demonstrates what Christine did to establish a rapport (relationship) with Jodie.