Patient Satisfaction With Over-the-Phone Interpretation in an Outpatient Gynecology Clinic [ID 2683580

Abstract

INTRODUCTION: In Miami, Florida, the majority of households are bilingual or non-English speaking, often necessitating use of translation services in clinical settings. Culturally competent care includes using a language that patients understand, which can lead to improved clinical outcomes. Over-the-phone translation is the only method of interpretation available in our public safety net outpatient gynecology clinic. To our knowledge, no study has explored patient satisfaction and comfort with this mode of interpretation in a gynecology clinic. METHODS: An anonymous 33-item Spanish language survey, adapted from existing studies on medical translation, was used to assess the translation experience for adult patients. Surveys were collected verbally and in-person immediately after a clinic visit in which over-the-phone translation services were used. A Likert-type scale (1, very bad, to 4, very good) was used to assess satisfaction domains. RESULTS: Twenty-nine Spanish-speaking participants completed the survey. The median age was 47.5 years. Over 75% (n=22) were uninsured and close to 50% had not completed high school/GED (n=14). Mean satisfaction with interpretation (3.55) and medical care (4) were high. However, 14% (n=4) felt disrespect by their interpreter, 10% (n=3) expressed dissatisfaction with their understanding of treatment plans, and 10% (n=3) reported issues of privacy with the interpreter. In participants over age 40 (n=19) and with less than a high school education (n=14), there was more discomfort in discussing medical history using the interpreter compared to less than 40 and college-educated respondents. 65% (n=19) of all respondents indicated a preference for an in-person professional interpreter. CONCLUSION: Although further research is needed, this study highlights potential concerns, particularly in older and less-educated patients, with over-the-phone translation services in the outpatient gynecology clinical setting. In settings where patients are likely to be non-English speaking, providing optimal translation services is crucial to both patient satisfaction and culturally competent care.