Due to different social, political, cultural, or economic aspects, people have had to emigrate from their countries in search of new and better opportunities. However, a challenge arises when they arrive in locations with different spoken languages, leading to communication barriers and difficulties. According to a report issued by the World Health Organization, it is estimated that the number of languages currently spoken in the world ranges between ¡4000 and 6000! representing a wealth of cultural knowledge and traditions.

The increasing cultural diversity resulting from immigration and forced displacement creates the need for multilingual support to ensure effective communication between individuals from different linguistic and cultural backgrounds. 

Interpretation plays a crucial role in the social integration of immigrants and refugees into the host society. Providing equitable access to services and opportunities contributes to greater social inclusion.

More and more patients are arriving at hospitals speaking different languages and communication can be difficult and can lead to misunderstandings that negatively affect the patient’s health. This represents a great challenge for healthcare personnel.

Changes in immigration policies can have a significant impact on the demand for interpretation services. Open borders and the promotion of immigration can lead to an increased need for interpretation services to serve the immigrant population.

One of the ways to address this language gap is through multilingual support which enables seamless communication across different languages. It is precisely one of the solutions provided by Interactive Contact Center.

Why Multilingual Support is important?

Multilingual Support ensures that patients receive appropriate medical care, regardless of their native language, and it helps improve assistance quality. All patients have the right to receive clear and accurate information about their health, treatments, and recovery. The lack of communication can lead to misunderstandings, frustration, and anxiety for patients, their families, and even for healthcare personnel.

The National Library of Medicine has a study that demonstrated that patients who face language challenges may obtain worse health outcomes than individuals who are able to communicate in their native language. Routine communication breakdowns, such as inquiries about follow-up care or medication instructions, can be caused by several risk factors. In addition to having lower health literacy, these patients frequently put off communicating with their doctors and struggle to keep consistent medical histories, among other problems. 

Receiving healthcare can be tough when communicating in a foreign language. A patient may have basic notions of the new language he is dealing with, but healthcare language is specialized and requires great specificity and precision. This frequently leads to poor participation and bad experience. Additionally, maintaining patient safety and obtaining high levels of satisfaction among medical staff and patients may present a challenge. 

Multilingual assistance can improve a patient’s trust in the healthcare system. When patients feel listened to and understood, they are more willing to follow the advice of healthcare providers and seek medical care in the future. This is a very big step forward for healthcare and its professionals as patients will come to them and not to an internet search or advice elsewhere. There can be a positive impact on communities, in terms of health.

Challenges to be addressed 

As immigration and forced displacement contribute to diverse populations, the interpretation industry plays a pivotal role in addressing communication challenges within healthcare settings. Because of this, healthcare professionals frequently deal with non-English speaking patients. Without clear communication, there may be huge misunderstandings about the diagnosis or course of therapy, which increases the possibility of medical errors and lowers the care standard. Healthcare professionals must provide quality care to all patients, regardless of their background or language.

Labor regulations related to interpretation services can affect the supply and quality of services. Regulations promoting training and certification standards can improve the quality of interpretation and customer confidence. Although numerous strategies have been developed to overcome these communication barriers, many healthcare professionals still face major challenges when it comes to dealing with non-English speaking patients: 

One of the biggest challenges in communicating with non-English speaking patients is the lack of fluency in the patient’s speech. Healthcare professionals may not be familiar with the patient’s language, and it can be difficult for them to understand the patient’s concerns and convey information clearly and accurately. This can result in a lack of patient confidence in the healthcare professional, as well as a reduction in the quality of healthcare. In addition, a lack of language fluency can also make communication slow and frustrating for both parties. Consultations may take longer to complete, which also affects the efficiency and productivity of the healthcare facility.

Another major challenge is the lack of cultural information. Healthcare professionals need to be aware of different cultural beliefs and values that may affect the patient’s health and well-being. If a healthcare professional is not aware of these cultural factors, it can be difficult to understand the patient’s needs and provide appropriate care.

In addition, a lack of cultural information can lead to a lack of understanding about the patient’s symptoms and what is causing them. Some patients may have different attitudes regarding certain illnesses and their treatments, and they may also be unfamiliar with the treatment providers, and this can lead to a lack of trust in the healthcare system.

The solution for quality multilingual support

One of our greatest commitments is that both our customers and partners find a service that meets their needs. For this reason, we decided to provide multilingual support making sure to have the best talent.

The digitalization and automation of processes in the interpretation industry improve service effectiveness and quality. Implementation of management and scheduling tools, as well as the creation of terminology databases, facilitate the work of interpreters and enhance the customer experience.

Confronting the array of challenges posed by language barriers is no simple task. Nevertheless, we hold unwavering confidence in our collaborative team of interpreters and the multilingual assistance services we provide, allowing us to bridge the communication divide and enhance the overall well-being of the community we serve.

“Interpreters deal with a different array of situations, sometimes it’s just the typical appointment call or the prescription refill. But the support provided to our clients is key because usually, they are not proficient in the English language. Recognizing how our support might save someone’s life becomes part of why we do this job, and this is where the sense of pride comes in” expresses David, one of the operation managers at ICC.

Commendations: A testimony to our commitment to excellence.

Last quarter, ICC received multiple client commendations from the customers as the support provided went far and beyond. Although it is difficult to stand out as an interpreter, each member of our team distinguishes themselves by demonstrating the pivotal role of empathy and patience in achieving success. The desire to help people and to do it in the best possible way is what makes us stand out

Our qualified team ensures clear and effective communication between healthcare professionals and patients. The demand for proficient, trained medical interpreters has increased and will continue to increase. Hospitals are by nature stressful places on a day-to-day basis and this stress can be reduced by having effective communication.

David, also states that “Our interpreters not only have the highest level of linguistic fluency but also have a comprehensive knowledge of medical terms in diagnoses and treatments to provide accurate information. They are taught to “read the moment,” so they know when to be open and transparent. Additionally, they are aware of the rules and legislation about reimbursement and privacy.

Among the qualifications that professional medical interpreters bring to the table, exceptional cultural knowledge and unwavering empathy stand out as paramount. These qualities play a vital role in fostering mutual understanding and facilitating effective communication between patients and healthcare professionals, making them the cornerstone of comprehension and care.

Immigration and forced displacement are factors driving the growth of interpretation in all its verticals. The political, economic, social, and technological aspects play a crucial role in shaping the demand and supply of interpretation services. Recognizing the importance of interpretation and adopting appropriate policies and regulations can contribute to sustainable development in the field.

As economies expand and businesses internationalize, there is a greater need for intercultural communication, driving the demand for interpretation services. In the ever-expanding realm of global healthcare, effective communication holds immense value when it comes to providing inclusive and high-quality care to patients from diverse linguistic and cultural backgrounds. As your trusted partner, together we can break down communication barriers and ensure exceptional care in our diverse world.