背景:拉丁人,占美国人口的18.5%,构成最大的少数民族群体,近三分之一的自我认同具有非英语语言偏好(NELP)。尽管电话在医疗服务中的重要性,对于NELP患者如何与初级和专科护理诊所进行电话通话的了解有限.
目的:这项定性研究旨在了解使用NELP的西班牙语使用者如何表征他们在初级和专科护理诊所的电话通话经历。
方法:对来自初级保健诊所的24名讲西班牙语的参与者进行了半结构化访谈,其中相当一部分患者喜欢在波士顿的城市学术医疗中心用英语以外的语言进行交流。
方法:参与者从初级保健诊所中选择,这些诊所配备良好,可以为讲西班牙语的患者提供服务。共有24名讲西班牙语的NELP患者,主要是女性(83%),平均年龄55.8岁,参与。他们代表了不同的原籍国,在美国,平均时间为21.7年。
方法:面试问题促使参与者描述他们与前台工作人员的电话通话经历,注意口译员的可用性,辅助援助,由于缺乏语言服务而导致的健康结果,以及通话中语言不一致的情感后果。
结果:患者认为初级保健诊所在电话互动过程中提供了熟悉度和语言一致性,与专科护理诊所相比,被视为单语英语交流的来源。参与者利用了各种策略,例如请求口译员,使用简洁的英语短语,或者寻求熟人的帮助,亲戚,或初级保健诊所的工作人员,缓解语言障碍。
结论:研究结果强调了讲西班牙语的NELP患者在门诊专业护理电话中面临的重大挑战。该研究强调了创建包容性多语言电话环境的重要性,标准化解释器访问,反映了所服务社区的多样性。
BACKGROUND: Latine people, comprising 18.5% of the US population, constitute the largest ethnic minority group, with nearly one-third self-identifying as having non-English language preference (NELP). Despite the importance of the telephone in health care access, there is limited understanding of how NELP patients navigate telephone calls with primary and specialty care clinics.
OBJECTIVE: This qualitative study aims to capture how Spanish speakers with NELP characterize their telephone call experiences with primary and specialty care clinics.
METHODS: Semi-structured interviews were conducted with 24 Spanish-speaking participants from primary care clinics with a sizeable proportion of patients who prefer to communicate in a language other than English at an urban academic medical center in Boston, MA.
METHODS: Participants were selected from primary care clinics that were well-equipped to serve Spanish-speaking patients. A total of 24 Spanish-speaking patients with NELP, mainly women (83%), with a mean age of 55.8 years, participated. They represented diverse countries of origin, with an average length of time in the USA of 21.7 years.
METHODS: Interview questions prompted participants to describe their telephone call experiences with front desk staff, with attention to interpreter availability, ancillary assistance, health outcomes stemming from a lack of language services, and emotional consequences of language discordance on calls.
RESULTS: Patients perceived primary care clinics as providing familiarity and language concordance during telephone interactions, contrasting with specialty care clinics, seen as sources of monolingual English communication. Participants utilized various strategies, such as requesting interpreters, using concise English phrases, or seeking assistance from acquaintances, relatives, or primary care clinic staff, to mitigate language barriers.
CONCLUSIONS: The findings underscore significant challenges faced by Spanish-speaking patients with NELP in ambulatory specialty care telephone calls. The study emphasizes the importance of creating inclusive multilingual telephone environments, standardizing interpreter access, and reflecting the diversity of the communities served.