Bridging Language Gaps in Health Care: Clinician Experiences and Challenges in Utilizing Medical Interpreters.

OBJECTIVES

Providing high-quality care to patients from diverse ethnic and linguistic backgrounds demands effective communication using interpreters and the ability to build patient-physician relationships. This study aimed to explore clinician perceptions of healthcare quality when using interpreter services and identify barriers to effective interpreter use in a family medicine clinic.

METHODS

This was a multimethod study involving clinician and staff surveys and resident/faculty focus groups about experiences using interpreters. The study was conducted in a residency clinic in Bexar County, Texas, where 48% of the population speaks a foreign language.

RESULTS

Of the 70 clinicians and staff participants in the surveys, 87% were at least "somewhat comfortable" using qualified interpreters, and 76% believed that they could effectively overcome language barriers; however, only 39% were satisfied with the medical care they provided. More than 70% of clinicians felt capable of diagnosing and treating diseases (74% and 78%, respectively) using interpreters, but fewer than 50% were satisfied with their ability to empower patients (44%) or establish a personal connection (33%). Fifty-one percent of clinicians reported that they did not use interpreters at least once in the preceding 3 months, even when necessary, citing long wait times to connect to interpreter services, poor interpreter telephone connection, and patient request to use family/friend as interpreter. Focus groups identified other logistical challenges when using interpreters, as well as the impact of interpreter use on clinician-patient relationships.

CONCLUSIONS

Clinicians and staff were comfortable using interpreter services and could fulfill their essential duties, yet they expressed dissatisfaction with both the medical care delivered and the relationships created with patients.