Speaking the same language: understanding patient satisfaction with interpreter services in primary care.

BACKGROUND

Brent, one of London's most diverse boroughs, has 64% of its population from Black, Asian, and minority ethnic groups, with 37% speaking a language other than English. Language barriers contribute to health inequalities by limiting access to health care and effective communication.

AIM: The aim of this study was to explore patient experiences with interpreter services in a GP setting, including telephone interpreters, in-person staff interpreters, and informal methods such as family/friends or translation apps. It assessed how these services impact patient satisfaction and reduce health disparities.

METHOD: A questionnaire assessing interpreter services was translated into multiple languages using online tools and verified by bilingual staff. Surveys were distributed to patients from 1 September 2023 to 31 January 2025, via Slinks or paper formats.

RESULTS

Overall satisfaction was high among 114 responders, with 66.7% rating services as excellent (5/5). In-person staff interpreters were preferred, with 81% rating them 5/5. Additionally, 64% felt their medical conditions were well explained, and 60.5% rated services highly in overcoming language and cultural barriers. Informal interpreters such as family/friends were also well received, with 70% rating their experience 5/5. Some dissatisfaction stemmed from dialect issues in telephone services, while some patients were unaware of available services.

CONCLUSION

In-person interpreters improve communication and outcomes more effectively than telephone services. GPs should balance financial considerations with patient experience when planning interpreter provision. Alternative methods such as translator apps showed high satisfaction, suggesting NHS-specific translation apps have potential to enhance patient experience cost-effectively. Further research into technology-assisted interpreting is needed.