Non-Native English-Speaking Patients, Support Systems, and Patient Care Delivery: A Study of Secondary School Athletic Trainers
ABSTRACT Context: Non-native English speakers (NNES) in the United States have more than doubled since 1990, increasing the likelihood of NNESs seeking healthcare and experiencing language barriers. Language barriers in healthcare result in ineffective communication, decreased care, and reduction in overall provider satisfaction. Objective: To investigate experiences of secondary school athletic trainers (ATs) who provided care to patients that were NNES or communicated with their NNES support systems. Design: Qualitative. Setting: Semi-structured interviews. Patients or Other Participants: Fifteen secondary school ATs with experience communicating with NNES patients or their support systems. Data Collection and Analysis: Participants were interviewed and a 3-person data analysis team used the multi-phased consensual qualitative research approach to develop a consensus codebook with domains and categories identified from the transcripts. Trustworthiness was established through member checking, multiple researcher triangulation, and auditing. Results: Four domains emerged from the data: 1) communication, 2) welcoming environment, 3) cultural agility, and 4) resourcefulness. Participants enhanced communication by relying on nonverbal communication, translated resources, and interpreters. Participants discussed a difference in care delivery based on fluency. Participants explained efforts to create a welcoming environment by speaking in the NNESs native language, increasing comfort, and serving as an advocate within the healthcare system. Acknowledging customs, demonstrating respect, and understanding potential fear/shame associated with language barriers were discussed as ways to increase cultural agility. Participants identified a lack of formal training, which increased their on-the-job training and health information technology usage. Participants perceived spending increased amounts of time, initiation, effort, and adaptability while caring for and communicating with NNESs. Conclusions: Participants perceived they had little formal training, therefore, they became more resourceful and increased communication strategies to provide equitable care. Participants indicated adapting their care to meet cultural needs and creating a welcoming environment for NNESs was important when cultivating a patient-centered experience.