Misinterpreting or misleading a Spanish-speaking patient or their family can result in incorrect health care and potentially lead to lawsuits. Some hospitals and clinics mistakenly believe that using a phone system or an “automated nurse” is a simple solution to language barriers.

“We have a phone system, so our patients can use that at any time.”

Relying on a phone system for communication is highly ineffective and can increase patient stress. Latino culture values relational interactions and often prefers face-to-face communication. Patients may avoid clinics that require them to navigate an impersonal phone system, as they place greater emphasis on body language and personal interaction rather than just spoken words. This impersonal approach can alienate patients and exacerbate their health issues.

Interpreters are needed and there is a time for them to be present. However, if the healthcare professional can greet, ask names, and give some simple directions, it will go far in closing the cultural gap and helping patients feel more comfortable.

The Solution

• The entire nursing staff should be equipped with basic and practical Spanish phrases.
• Patients need to feel at ease discussing their health concerns to ensure they receive accurate and quality care. Providers can start building a positive relationship from the moment they offer a warm and welcoming first impression, rather than making patients feel sidelined.
• Quick and effective language and cultural training will help staff develop the skills needed to assist patients thoughtfully and effectively.