Asian patients’ perspective on the communication facilities provided in a large inner city hospital

Abstract

• Existing studies indicate the importance of communication, particularly for patients from minority ethnic groups, and the difficulties that occur in the healthcare arena when this communication is not effective. • This study explored how verbal communication took place in an acute NHS trust between inpatients who spoke Urdu or Punjabi and health care providers. • A total of 277 patients were recruited, of whom 34% spoke and understood English fluently, 35% spoke and understood limited English and 31% did not speak or understand English. • Only half the respondents were aware of the existence of the interpreting service, the majority of whom found it useful. When the interpreting service was not available communication was directed primarily through relatives and visitors, members of staff and other patients, whilst a small percentage were unable to communicate at all. • Patients were able to identify service improvements such as more interpreters, increasing patient awareness of the service, more Asian nurses and doctors working on the wards, interpreters linked to the wards and increased availability and accessibility of the interpreting service over the 24 h. • This study has been successful in identifying the effectiveness of current communication provision and in developing recommendation for the Trust in order to shape and inform future service developments for minority ethnic groups.