Dear Elena,
Thank you for the review.
As you know, doctor did not carry out the examination to the end due to the language barrier and the inability to get the information from you that is necessary for a precise health history, on the basis of which the diagnosis is further established. It is not professionally and ethically correct, just as it is irresponsible, to give diagnosis and any therapy plan, based on half-information from a patient who does not understand the doctor's questions and does not give adequate answers, due to not understanding the language. Therefore, we must point out that you were not "kicked out" and your examination was not rejected but suspended due to inadequate communication caused by your lack of understanding of Montenegrin and English languages.
If we were guided by the interest and not by the well-being of the patient, we would give you an incomplete report and therapy advice based on semi-information and charge for the examination according to the price list. Precisely because neither the doctor nor the Institution want to "deceive" patients, it was explained to you what the problem was and why the examination could not be completed. And that is why, due to the impossibility of carrying out the service, we did not charge you for the examination. In order to solve the problem, it was offered to you to reschedule the appointment in which you would have the opportunity to be accompanied by a Russian doctor who would translate for you and help overcome the problem of miscommunication. You rejected the offered solution.
We understand your dissatisfaction, but we also cannot take responsibility to treat the patient with the above-mentioned problem, because any mistake due to miscommunication can be reflected in the administration of inadequate therapy, which could have consequences for your health.
We acted in the interest of protecting both you and the Institution, as well as offering an adequate solution to correct the problem. It is your right to refuse, as you did. You also have the right to be malcontent and to ask for answers, and we gave them to you in person as well as through email correspondence.
Sometimes, when person does not speak the language, due to the poor understanding and low vocabulary, he/she can misunderstand even the best attentions. Words and “points” get lost in translation. We are sorry that you got the impression that we did not care about you and did not provide you with the right service. In contrary, we wanted the best for you, as for every patient in our clinic.
We hope that in other clinics you will find service more to your standards and preferences.
We wish you all the best .
RZKERBER