Effect of Spanish interpretation method on patient satisfaction in an urban walk-in clinic
Effect of Spanish interpretation method on patient satisfaction in an urban walk-in clinic
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DOI：
10.1046/j.1525-1497.2002.10742.x
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发表时间：
2002-08-01
影响因子：
5.7
通讯作者：
Kutner, JS
中科院分区：
文献类型：
--
作者：
Lee, LJ;Batal, HA;Kutner, JS
目的：研究西班牙语口译方法对护理满意度的影响。自我管理的访问后问卷调查。设置：城市，大学附属的步入式诊所。参与者：成人，英语和西班牙语的病人提出的急性护理的非紧急医疗问题。测量和主要结果：通过多因素logistic回归，控制年龄、性别、种族、教育、保险状况，有常规的医疗服务和基本健康。“口译一致”的患者，定义为讲西班牙语的患者和讲英语的患者，以及使用AT&T电话口译员的患者报告了相同的总体访视满意度（77%; P =.57），而那些使用家庭或临时口译员的患者的满意度明显较低（54%和49%;所有值均为P.2）。与语言一致的患者相比，有家庭成员翻译的患者对提供者的倾听（62% vs 85%; P = 0.003），敏感问题的讨论（60% vs 76%; P = 0.02）和方式（62% vs 89%; P = 0.005）的满意度较低。使用临时口译员的患者对提供者技能的满意度较低（60% vs 83%; P =.02），方式（71%对89%; P =.02），倾听（54%对85%; P =.002），解释（57% vs 84%; P =.02），回答（57% vs 84%; P =.05），（63% vs 84%; P =.02）。使用AT&T电话口译的西班牙语患者对护理的满意度与那些使用语言一致的提供者一样，而使用家庭或临时口译员的患者则不太满意。为大量讲西班牙语的患者提供服务的诊所可以通过避免使用未经培训的口译员，如家庭或临时口译员来提高患者的满意度。
OBJECTIVE: To examine the effect of Spanish interpretation method on satisfaction with care.DESIGN. Self-administered post-visit questionnaire.SETTING: Urban, university-affiliated walk-in clinic.PARTICIPANTS: Adult, English- and Spanish-speaking patients presenting for acute care of non-emergent medical problems.MEASUREMENTS AND MAIN RESULTS: Satisfaction with overall clinic visit and with 7 provider characteristics was evaluated by multiple logistic regression, controlling for age, gender, ethnicity, education, insurance status, having a routine source of medical care, and baseline health. "Language-concordant" patients, defined as Spanish-speaking patients seen by Spanish-speaking providers and English-speaking patients, and patients using AT&T telephone interpreters reported Identical overall visit satisfaction (77%; P =.57), while those using family or ad hoc interpreters were significantly less satisfied (54% and 49%; P .2 for all values). Compared to language-concordant patients, patients who had family members interpret were less satisfied with provider listening (62% vs 85%; P =.003), discussion of sensitive Issues (60% vs 76%; P =.02), and manner (62% vs 89%; P =.005). Patients who used ad hoc interpreters were less satisfied with provider skills (60% vs 83%; P =.02), manner (71% vs 89%; P =.02), listening (54% vs 85%; P =.002), explanations (57% vs 84%; P =.02), answers (57% vs 84%; P =.05), and support (63% vs 84%; P =.02).CONCLUSIONS: Spanish-speaking patients using AT&T telephone Interpretation are as satisfied with care as those seeing language-concordant providers, while patients using family or ad hoc interpreters are less satisfied. Clinics serving a large population of Spanish-speaking patients can enhance patient satisfaction by avoiding the use of untrained interpreters, such as family or ad hoc interpreters.