Collecting where there are language barriers

“A lot of consumers are very grateful that someone has taken the time and given them options to ensure they’re heard”

Health worker

As Jackie advises “It can be quite confronting and intimidating for people with a language barrier, especially if it is a parent or an elderly person who rely on their family to translate for them”.

Here are several things we must do:

• Where possible, use professional interpreting services with residents for whom English is their second or subsequent language • In some cases, you may be able to converse with the patient directly as we have a multi-cultural workforce • Try to communicate with the patient where you can be using slow, clear and simple language

What helps

Using the professional interpreter service or language

cards can help us communicate with people whom English is not their first language. Being patient. The collection process may take a bit longer but ensure you use patience in communicating to deliver a high-quality service.

Using effective communication where you can. Speaking slowly, clearly and simply may help the patient understand.

Using body language. Gesturing and using body language such as showing the patient the equipment and showing them what you’re doing, can help with communication.

Trying another word or synonym. If the patient isn’t understanding, you can try using another word to see if this helps the communication.

What hinders

Assuming consent. If you cannot communicate effectively, do not assume that consent is provided.

Getting frustrated at the patient. Remember it is hard for the patient to express themselves in this situation so be patient, calm and respectful.

Not giving them the chance to speak. It can be easy to try and pre-empt what patients may be trying to say, by giving them a chance to communicate it gives them confidence in our system.

“I noticed when I came to Australia, people in medical services tended to speak very loudly and very slowly. It makes you think ‘I’m not deaf, I just don’t understand you’. It doesn’t matter how much they would repeat the same sentence, I would not get it”.

Consumer