Communication lapses and navigation needs for non-English-speaking patients: An MSK Patient and Family Advisory Council and Immigrant Health and Cancer Disparities initiative.

Abstract

178 Background: In 2017, 5,939 outpatients (5%) and 1,065 inpatients (9%) treated at MSK were non-English-speaking. Given the new and varying treatment paradigms combined with the need to consider clinical trial enrollment, there are increasingly complex communication needs. We sought to address the needs of this vulnerable patient population. Methods: Patient Family Advisory Council in collaboration with the Immigrant Health & Cancer Disparities Service conducted focus groups to determine needs of non-English speaking patients treated at MSKCC. Mass emails were sent out to the MSK attendings and nurses to recommend appropriate patients to participate. A coordinator called all those patients and invited them to the focus groups. A trained bilingual moderator led each 120-minute group discussion using an interview guide. Results: Three focus groups were conducted : 2 in Spanish and 1 in Russian. Questions related to communication, patient experience and support services were asked to the patient volunteers. In total, 10 patients and 4 caregivers participated. Across all 3 focus groups, three major themes emerged: (1) inadequate communication, participants brought up examples of communication breakdowns (2) access to resources and information, participants expressed that there was a substantial need for accessible, competent, and social support/navigation services and (3) MSK patient experience, participants discussed interactions with doctors, nurses, and staff. Conclusions: Non-English-speaking patients and family members not only deal have to deal with the fear of a cancer diagnosis but also lack the ability to comfortably communicate their concerns. Programs to empower patients and their families to ask for help and advocate for themselves are desperately needed. Additionally, navigation services are needed to provide assistance in making the appropriate linkages for the services required. This qualitative research at MSK is ongoing.