Luiz, a resident of South Cumbria and Sara, his partner, recently spoke to me about Luiz’s experiences of accessing healthcare appointments within the region. Luiz’s main language is Brazilian Portuguese, with English is second. As English is his second language, he explained to me that for medical appointments he often needs the assistance of an interpreter.
Sara explained: “His GP surgery is really good with translation and have the translation services ready for his appointment. He is given a double appointment and feels very comfortable when seeing his GP. They have procedures in place which are running very well.”
“University Hospitals of Morecambe Bay Trust is also really good for translation services,” Luiz added.
However, recently Luiz has been experiencing problems getting support from translation services when attending healthcare appointments further afield. Having been referred for back issues to a specialist clinic within the Preston area for consultations and diagnostic testing Luiz and Sara found gaps in healthcare provision.
Lack of interpreter for specialist consultation
After informing the clinic that an interpreter would be required in advance, they arrived for Luiz’s appointment to discover that translation services hadn’t been put in place. When querying this with the consultant and explaining that they had informed the hospital of Luiz’s need, the consultant told them that it would only be a short appointment. The consultant went on further to explain that he would have liked a translator to be there in person and didn’t want one available on the phone. He felt it was an inconvenience.
So, they were without translation services throughout the appointment.
Sara said, Luiz “Tried to talk about his injuries and when speaking, the consultant kept stopping him from speaking and was very rude.”
Missed translation support for MRI appointment
A further translation issue arrived when Luiz had to have an MRI scan at the same clinic. Again, they had asked for translation services only to arrive and discover no translation services there. This highlighted a safety issue for the clinic.
To get Luiz’s MRI done he needed to complete a safety questionnaire. Sara offered to help translate but was told that this couldn’t be allowed. She offered to get Google Translate to help complete the questionnaire but again told this was not allowed due to safety reasons. Therefore, they were told the scan couldn’t go ahead. They had travelled all the way to Preston, and it looked like they would have to reschedule and return another time. However, prior to this appointment Sara and Luiz had received signposting information from Healthwatch Westmorland and Furness on interpretation services within the NHS.
They explained this to the person undertaking Luiz’s scan: “I know he’s legally entitled to reasonable adjustments. I’ve spoken to Healthwatch.”
After saying this the medical professional took Luiz and Sara to see the administration staff, who agreed for Sara to complete Luiz’s form and allow the scan to go ahead. Importantly, his access needs have now been added to his records for future use at the clinic and they have been given access to a direct telephone number to check that translations services are in place prior to any future appointments at the clinic.
Luiz wanted to highlight that without the support of Sara he wouldn’t have been able to access these appointments. Not only for translation issues but also to help with transport to appointments that are far from home. He further stressed that he is lucky to have the support of Sara to navigate health appointments and is acutely aware that not all patients have similar support.
What needs to change
We asked Luiz and Sara if there was anything they would like to see change to remove potential barriers for accessing health services. Sara replied: “People need to listen more, and have more respect for other cultures and try to understand other people’s situation.
“If not having translation services there and not truly listening, you may be missing a vital opportunity, there may be that one moment that may highlight something important in [a patient’s] health, safeguarding etc.”
Our impact
Thanks to signposting support from Healthwatch Westmorland and Furness, Luiz and Sara were well-informed about their rights and their request for reasonable adjustments was subsequently taken seriously. This has also been recorded on Luiz’s medical records.
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