Implementing an interpreter service in ambulatory care in Pays de la Loire

Abstract

A language barrier leads to negative impacts on access and quality of health care for non-French speaking patients. Faced with this problem, professional interpreting services, either with an interpreter physically present, or on the phone, were set up in the private health sector in 2017 in the Pays de la Loire region. These services were inspired by projects launched in 2010 by the Migration Santé Alsace association. The main goal of the study was to evaluate the satisfaction of private sector doctors using the interpreting service during their appointments with non-French speaking patients. This quantitative, observational and prospective study was conducted in the whole Pays de la Loire region between June 2017 and December2018. The satisfaction was evaluated with an online survey filled in by the doctor at the end of every appointment with an interpreter. Results show very good overall satisfaction from the doctors using both physically present and phone interpreters. Thesurvey also highlighted the improvement of the relationship between doctors and patients. The main difficulty identified is that of time constraint with, in particular, an increase of the length of the appointment. This study highlights the need to develop and broaden professional interpreting services for private sector doctors. The measure is shown to be easy to use with few constraints. It guarantees the respect of the patient's right to express themselves properly and give their free and informed consent.