08/05/2024
Language barriers between patient and providers may result in poor understanding of diagnosis, treatment, and medication instructions, which may increase the likelihood of a serious medical complication. In addition to health factors, a language barrier may cause poor patient experience (4).
The use of telephonic or video interpretation can improve quality of care simply by increasing access to professional interpreters to optimize communication. Refer to your local state or county agencies when providing care to patients whose primary language is not English (3).
Cultural Competence
- More than 67 million people in the United States speak a language other than English at home (1). A third of Texans speak a language other than English at home, according to the U.S. Census Bureau. The American Academy of Family Physicians reported this population is least likely to access care or be satisfied with the care they receive. (2)
- Limited English proficiency complicates communication which increases the risk of adverse effects from medications and misunderstanding physician instructions or diagnosis information as noted in the American Family Physician Journal article Appropriate Use of Medical Interpreters (2).
- ·Results for the 2022 and 2023 BCBSTX Enrollee Experience Survey revealed a significant drop (5 percentage points) in member satisfaction with Cultural Competence directly related to translation services during a doctor or clinic appointment.
We encourage you:
- To use the language line that is available for your office as an additional resource for you and your office staff as you care for your patients.
- Attend ongoing essential language line training available to providers and your staff offered by your local and state resources when available.
(1) U.S. Census Bureau. American community survey. https://www.census.gov/programs-surveys/acs/
(2) U.S Census Bureau. https://data.census.gov/profile/Texas?g=040XX00US48
(3) https://www.aafp.org/afp/2014/1001/p476.html
(4) Use of Communication Technologies to Cost Effectively Increase the Availability of Interpretation Services in Healthcare Settings, https://www.ncbi.nlm.nih.gov/pmc/articles/PMC2992399/. Access August 30, 2023.