Improving communication between physicians and patients who speak a foreign language.
BACKGROUND
Communication between physicians and patients is particularly challenging when patients do not speak the local language (in Switzerland, they are known as allophones).


OBJECTIVE
To assess the effectiveness of an intervention to improve communication skills of physicians who deal with allophone patients.


METHODS
'Before-and-after' intervention study, in which both patients (allophone and francophone) and physicians completed visit-specific questionnaires assessing the quality of communication.


METHODS
Two consecutive samples of patients attending the medical outpatient clinic of a teaching hospital in French-speaking Switzerland.


METHODS
The intervention consisted of training physicians in communicating with allophone patients and working with interpreters. French-speaking patients served as the control group. The outcomes measured were: patient satisfaction with care received and with communication during consultation; and provider (primary care physician) satisfaction with care provided and communication during consultation.


RESULTS
At baseline, mean scores of patients' assessments of communication were lower for allophone than for francophone patients. At follow-up, five out of six of the scores of allophone patients showed small increases (P < 0.05) when compared with French-speaking patients: explanations given by physician; respectfulness of physician; communication; overall process of the consultation; and information about future care. In contrast, physicians' assessments did not change significantly. Finally, after the intervention, the proportion of consultations with allophone patients in which professional interpreters were present increased significantly from 46% to 67%.


CONCLUSIONS
The quality of communication as perceived by allophone patients can be improved with specific training aimed at primary care physicians.
Bischoff
Alexander
A
Quality of Care Unit, Department of Community Medicine, Geneva University Hospitals. alexander.bischoff@unibas.ch
Perneger
Thomas V
TV
Bovier
Patrick A
PA
Loutan
Louis
L
Stalder
Hans
H
D000293:Adolescent; D000328:Adult; D000553:Ambulatory Care / Q000592:standards; D002983:Clinical Competence / Q000592:standards*; D003142:Communication; D003144:Communication Barriers; D005260:Female; D006784:Hospitals, Teaching; D006801:Humans; D007802:Language; D008297:Male; D008505:Medical Staff, Hospital / Q000592:standards*; D008875:Middle Aged; D017060:Patient Satisfaction; D010817:Physician-Patient Relations; D013557:Switzerland