The other side of “getting by”: A case study of interpreting provision decision-making and consequences for patients

AbstractRates of provision of professional interpreting services to patients have been shown to be low in hospital emergency departments and wards. This study aimed to elicit the reasons for the context and consequences of non-provision of professional interpreting at an adult hospital and identify strategies to increase provision. This was a qualitative case study of multiple perspectives (including patients, family members, interpreters, clinical and administrative hospital staff) using in-depth interviews, participant-observation, focus group discussions, staff survey and medical record review. The data were analysed using thematic, content and systems thinking analysis to develop a theoretical framework for providers’ decision-making processes and contextual constraints. The patient and family perspectives showed that ad hoc communication negatively affected their hospital experience and patient-centred care, and highlighted errors in communication largely unknown to treating staff. Key reasons shown ...