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Improving Communication for Latino Parents

Ann Chen Wu, MD; John M. Leventhal, MD; Jacqueline Ortiz, MPhil; Ernesto E. Gonzalez, BS; Brian Forsyth, MBChB

Arch Pediatr Adolesc Med. 2006;160:1145-1150.

Objective  To determine whether augmentation of the Spanish interpreter's role to include cultural education of residents can improve the satisfaction of Latino patients.

Design  We assessed parent satisfaction during 4 sequential 2-month periods between June 1, 2004, and February 11, 2005, using different interpretation methods: telephone interpretation (n = 91 patient encounters), trained in-person interpretation (n = 49), in-person interpretation with cultural education of residents (n = 65), and postprogram telephone interpretation (n = 45).

Setting  General pediatric practice at a large teaching hospital.

Participants  A total of 250 Spanish-speaking parents who were limited in English proficiency.

Interventions  The cultural education program included 3 brief preclinic conferences taught by an interpreter and one-on-one teaching of residents about language and cultural issues after each clinical encounter.

Main Outcome Measures  Parent satisfaction was assessed using 8 questions that have previously been validated in Spanish. Lower scores indicated more satisfaction.

Results  Because they were limited in English proficiency, our Spanish-speaking patients were significantly more satisfied when an in-person interpreter was used compared with a telephone interpreter (mean total satisfaction score of 14.5 [in-person] vs 17.4 [telephone]; P = .006) but were even more satisfied when the interpreter educated residents in cultural and language issues (mean, 11.5 [in-person with education] vs 17.4 [telephone]; P<.001).

Conclusion  Although use of an in-person interpreter can increase Latino parents' satisfaction, a program using an interpreter to educate residents in cultural and language issues can increase satisfaction further.

Author Affiliations: Department of Pediatrics, Yale University School of Medicine (Drs Wu, Leventhal, and Forsyth and Mr Gonzalez), Office of Interpreter Services, Yale-New Haven Hospital (Ms Ortiz), and Department of Sociology, Yale University (Ms Ortiz), New Haven, Conn. Dr Wu is currently with the Department of Ambulatory Care and Prevention, Harvard Medical School, and Children's Hospital, Boston, Mass.

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