• Natalie C Benda, Ann M Bisantz, Rebecca L Butler, Rollin J Fairbanks, and Jeff Higginbotham.
• Department of Industrial and Systems Engineering, University at Buffalo, Buffalo, NY, USA; MedStar Health National Center for Human Factors in Healthcare, MedStar Health, Washington, DC, USA; Department of Population Health Sciences, Weill Cornell Medicine, 425 E 61st St., Suite 301, New York 10065, NY, USA. Electronic address: ncb4001@med.cornell.edu.
• Patient Educ Couns. 2022 Jan 1; 105 (1): 62-73.

ObjectiveTo study communicative tasks executed and related strategies used by patients, health professionals, and medical interpreters.MethodsEnglish proficient and limited English proficient emergency department patients were observed. The content of patient-hospital staff communication was documented via pen and paper. Key themes and differences across interpreter types were established through qualitative analysis. Themes and differences across interpreter type were vetted and updated through member checking interviews.Results6 English proficient and 9 limited English proficient patients were observed. Key themes in communicative tasks included: establishing, maintaining, updating, and repairing understanding and rapport. All tasks were observed with English proficient and limited English proficient patients. The difference with limited English proficient patients was that medical interpreters played an active role in completing communicative tasks. Telephone-based interpreters faced challenges in facilitating communicative tasks based on thematic comparisons with in-person interpreters, including issues hearing and lost information due to the lack of visual cues.ConclusionsProfessional interpreters play an important role in communication between language discordant patients and health professionals that goes beyond verbatim translation.Practical ImplicationsTraining for interpreters and health professionals, and the design of tools for facilitating language discordant communication, should consider the role of interpreters beyond verbatim translation.Copyright © 2021 Elsevier B.V. All rights reserved.

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