Exploring the Challenges and Needs of Arab Patients for Arabic Communication in Malaysian Healthcare Public Relations

Abstract

Arabic communication is fundamental particularly for the Malaysian healthcare industry that handles the raising number of Arab patients coming to Malaysia to seek healthcare treatment. However, studies showed that most Arab patients are unable to speak other than their mother tongue language which is Arabic language, and they are very attached to their unique culture, which makes them prefer specialized services at healthcare centers. Thus, this research aims at acquiring the challenges faced by Arab patients and their utmost needs toward Arabic communication aspects to be addressed by healthcare personnel while attending them. This qualitative research employed semi-structured interview using needs analysis theory by Hutchinson and Waters (1987) toward 6 Arab patients at 5 different selected healthcare centers in Klang valley. The results demonstrated that the informants faced communication problems with limited understanding of formal Arabic including management and promotional issues. In addressing these problems, informants indicated their needs toward a competent healthcare public relations personnel who are able to assist them in their communication issues especially related to translation and interpretation, as well as knowledgeable in Arabic dialects and culture to boost effective communication. Good handling of Arabic communication with Arab patients has the potential to expedite the overall processes and procedures at all levels of healthcare management and hinder unprecedented problems throughout the entire process.