The importance of inclusive intercultural communication in healthcare: a blog by Kathryn Alevizos

Summary

In a multicultural society, individuals from diverse linguistic backgrounds may face language barriers when seeking healthcare. Effective communication is essential to ensure that patients can accurately express their symptoms, concerns and medical history, and understand the information given to them by healthcare providers. In this blog, Kathryn Alevizos discusses some of the common language barriers non-native English speaking patients can experience, and offers practical advice on how we can all improve our intercultural communication skills.

Content

Why is inclusive intercultural communication important in healthcare?

Effective communication between healthcare providers and non-native English speaking patients is essential for accurate diagnosis and treatment. Of course, communication also plays a significant role in patient safety. Clear and concise communication among healthcare team members helps prevent errors, such as medication mix-ups or misinterpretation of instructions. In addition, communication helps build trust and rapport between healthcare providers and patients. When patients feel heard, understood and respected, they are more likely to actively participate in their own care and follow treatment plans.

What steps can we take to make our language easier to understand?

There are many ways we can adjust our language, but below are four good starting points:

1. Add pauses when you speak

Slow down and, more importantly, add pauses when you’re speaking so that your patient has time to process what you’re saying. If English is not your patient’s first language, it may take them longer to digest what is being said, work out their response and then find the right words in English to reply. Although we often feel uncomfortable with silences in our conversation, these pauses can be critical to a patient’s understanding. Adding pauses also supports active listening and will help you respond appropriately to your patient’s language level. On a final point, including pauses can make your accent easier to understand.

2. Reduce idiomatic language and paraphrase when necessary

There are approximately 25,000 idioms in the English language! This is why we have to be mindful when we use them with non-native English speaking patients as it’s impossible to know which ones they will know. Expressions such as ‘nip it in the bud’, ‘bear with me’ and ‘feeling out of sorts’ can leave your patient confused, adding to any potential stress. It’s unrealistic to stop using idiomatic language completely but try to paraphrase where possible; for example, I hear you’re a bit under the weather, feeling unwell.

3. Avoid (or at least explain) acronyms and abbreviations

Healthcare is full of specialist terminology and acronyms. These are particularly difficult for patients who speak English as an additional language. Even everyday terms such as ‘GP’ and ‘A&E’ may be unfamiliar as well as non-medical acronyms such as ASAP. The fact that certain letters can sound very similar, for example ‘p’ and ‘b’ or ‘f’ and ‘s’, compounds the problem. So when you use them for the first time, explain what you mean. If there are numerous terms associated with a particular health condition or treatment, consider giving your patient a written glossary of terms.

4. Use direct questions

The language we use is often very indirect and this is particularly true of how we structure questions and instructions. We instinctively add unnecessary language in order to ‘soften’ our request or to come across as friendly and polite. For example, we may say "I was wondering whether we could have a quick chat about your medication?" rather than the much more straightforward "Could we talk about your medication?" It’s important to keep questions short, simple and direct. You can create a friendly manner through facial expressions and using your patient’s name.

Call for action

Awareness of how we can all adapt our language to better meet patient’s needs is key. While health organisations regularly make use of translators and interpreters, many are unaware of the intercultural communication training that members of staff can take part in to support and enhance their communication skills. By making health organisations more language aware, staff can start to implement simple strategies that will improve patient safety and optimise their healthcare experience.

Related reading on the hub:

• Accessible patient information: a key element of informed consent (by Julie Smith)
• CardMedic: Empowering staff and patients to communicate across any barrier

About the Author

Kathryn Alevizos set up Acrobat Global with her business partner and co-author, Zanne Gaynor. Acrobat Global is a training company that delivers intercultural communication skills workshops to both clinical and non-clinical staff in the NHS, care homes, universities, international charities and local education authorities. The workshops draw on strategies from their book 'Is that clear? Effective communication in a multilingual world' that was shortlisted for a Business Book Award in 2020.