What do(n’ t) hospital patients like about using professional interpreting services?

Abstract

Interpreting services in healthcare facilities are essential for patients with limited proficiency in the societally dominant language to communicate effectively with healthcare professionals. Patients can report symptoms more easily and healthcare professionals can diagnose conditions and outline treatment options more readily. Aside from resolving the issue of linguistic discordance, it is possible that patients see the presence of the interpreter as achieving other things as well. A study of 464 overt responses from 1120 patients from 16 different language backgrounds in Melbourne shows that positive impressions (n = 353) of interacting with an interpreter outnumber negative (n = 111) ones. Over half of the positive feedback related to patients being able to fully understand and participate in medical consultations. Other positive outcomes included relieving family members of having to mediate, obviation of the risk associated with attempting to use English, and the belief that interpreters ensure information accuracy. Of those with negative experiences, 45 % cite waiting time and availability issues, 24 % a perceived lack of professionalism or linguistic ability. Feedback encompasses not only linguistic features and accuracy of the interpreter ’ s output, but also what interpreters ‘achieve ’ for them in the healthcare professional-patient interaction and beyond it, i.e. changes that are of a situational, intra-familial or socio-psychological nature.

Keywords

Patient-centred care / Healthcare interpreting / Consumers of interpreting services

CRediT authorship contribution statement

Jim Hlavac: Writing-review & editing, Writing-original draft, Validation, Resources, Project administration, Methodology, Formal analysis, Conceptualization. Emiliano Zucchi: Writing-review & editing, Supervision, Resources, Methodology, Investigation, Formal analysis, Data curation, Conceptualization. Yue Hu: Writing-review & editing, Supervision, Resources, Project administration, Investigation, Data curation.

Funding

This research did not receive any specific grant from funding agencies in the public, commercial, or not-for-profit sectors.

Conflict of Interest

On the basis of the three authors’ previous or current affiliations and contacts, the setting of the study is a major, public healthcare facility, Northern Health, in Melbourne’ s northern suburbs. The collection of data was performed by staff members of or student interpreters on practicum at Transcultural and Language Services (TALS). TALS is the in-house interpreting services office of Northern Health. The relationship of the three authors to Northern Health is the following: The first co-author, Jim Hlavac, reports no conflict of interest and has been a lecturer and later senior lecturer at Monash University as his main form of employment for over 15 years. Jim Hlavac has never been an employee of Northern Health or TALS. He has collaborated with the second author in other projects that draw on corpora and samples that are based on internal data collection procedures at Northern Health, e.g. Beagley et al. (2020) as well as corpora and samples based on externally collected samples that did not involve Northern Health employees as data collectors, e.g. Hlavac et al. (2018). The extent of this relationship with the first co-author and Northern Health and TALS (setting of data collection-see details relating to both further co-authors below) does not go beyond one of academic and research-based collaboration. The second author, Emiliano Zucchi is the former Director of TALS and held this position at the time of all three iterations of data collection for the sample on which this study is based: 2016, 2018 and 2020. He was responsible for the adaptation of a generic survey tool, the Victorian Healthcare Experience Survey (VAHI, 2022), to the needs of patients at Northern Health who had been identified as having a non-English language preference. He was responsible for the contacting of potential patient informants and for the overall conducting of surveys individually by TALS staff members or student interpreters visiting TALS on site visits as part of a practicum. The collection of data addressed two areas: 1) collecting data on patients ’ experiences in relation to services that are related to cultural competence training that all Northern Health employees had undertaken; 2) frequent anecdotal evidence that suggested that patients with non-English language preference often do not fully understand the role of interpreters or that interpreters are bound by ethical principles in the same way that healthcare professionals are. The collection of data from this cohort of patients with a non-English language preference with an adapted survey that focused on experiences in working with professional interpreters occurred in parallel to a local, Northern Health adapted version of the Victorian Healthcare Experience Survey that was conducted amongst English-speaking patients. The second author, Emiliano Zucchi, declares a conflict of interest in relation to his role as composer of the adapted survey for the target informant group and organisation of the survey distribution and administration and his role as co-author of this submitted paper. This conflict of interest has been somewhat offset through the employment of trainee interpreters (i.e. students visiting TALS on practicum) who performed the collation of results. Further, the bulk of the analysis of the results and their evaluation and interpretation was performed by the second co-author, who is not a TALS or Northern Health employee. Lastly, since January 2022, the first author has no longer been an employee of Northern Health or TALS. The writing up of this paper commenced in June 2022 at a time when the first author no longer had an employment-based relationship with Northern Health, and as such, the conflict of interest is lessened to an extent through the cessation of his status as an employee of Northern Health.

The third co-author, Yue Hu, has been, since January 2022, the Director of TALS at Northern Health. Before this, and during the time of all three iterations of data collection in 2016, 2018, 2020, she was a Manager in TALS, subordinate to and reporting directly to the first author, Emiliano Zucchi who was Director of TALS at this time. She was directly involved in the contacting of potential informants, the distri-bution and administration of the surveys to patients with non-English language preference. Yue Hu declares a conflict of interest between her role as then Manager and currently as Director of TALS and her role as data collector on the one hand and her role as co-author of the sub-mitted paper on the other. This conflict of interest has been somewhat offset through the employment of trainee interpreters (i.e. students visiting TALS on practicum) who performed the collation of results. Further, the bulk of the analysis of the results and their evaluation and interpretation was performed by the second co-author, who is not a TALS or Northern Health employee.

Data availability

The authors do not have permission to share data.

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