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57
Dear Dr. Peters:
On the afternoon of October 8, my neighbor's son, Kevin Sawyer,
was raking leaves in his family's yard when he tripped and fell. From the
degree of pain he was obviously experiencing, I suspected he might have
broken his ankle. Thus, as the only adult around at the time, I drove him
to your hospital.
When we arrived at the emergency room, no one was available to
help Kevin from the car, and I had to help him hobble in as best I could.
The effort increased his pain, yet when we were inside, the receptionist,
without looking up, told us to take a number and wait our turn. We
waited for more than two hours before Kevin was seen by a doctor.
As a member of the community your hospital serves, I am outraged
by the treatment my young neighbor received. The lack of concern was
upsetting; the lack of attention could have been life threatening. All of us
in Wayne County deserve better treatment, and I hope you will look into
the situation to see that the suffering caused Kevin Sawyer is never again
inflicted by an employee of your institution.
Yours truly,
Michelle Sussman
Figure 4.1. A letter of complaint
Notes:
rake leaves – сгребать листья граблями
trip – споткнуться
emergency room – отделение экстренной медицинской помощи
hobble – хромать
be outraged – возмущаться
deserve – заслуживать
inflict – причинять боль
4.2. A LETTER OF CLAIM
A claim is written to inform the company of the problem and suggest a
fair compensation. No matter how infuriating the nature of the problem nor
how great the inconvenience, the purpose of a claim is NOT to express
anger. The purpose is to get results.
Therefore, it is important to avoid a hostile or demanding tone.
A claim must be calm and polite. Of course, it should also be firm.
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