How To Improve Communication With Your Latina Patients

“No hablo inlgés” says your Latina patient and you don’t speak any español! This challenge shouldn’t put you into a state of panic; or be an obstacle to communicating with or to providing your Latina client with culturally competent care. Besides being fluent in Spanish, there are other ways you can communicate effectively with your Latina patients.

It would be wonderful if more health providers could speak Spanish. Studies show that the No.1 factor in receiving competent care and building effective communication with Latinos in the U.S. is having a Spanish-speaking health professional. But, since relatively few providers speak Spanish, culturally sensitive providers can develop their skills and change their behaviors to improve communication with Latinas. Here are some suggestions:

1. Learn how to greet your patients in Spanish – Buenos Días (Good Morning) or Buenas Tardes (Good Afternoon). A few spoken words in Spanish are a great icebreaker and can help put patients at ease.
2. When speaking Spanish, use the formal (usted) not the informal (tú). Try to avoid calling patients by their first name, rather use “Mrs.” or “Miss” (Señora or Señoritia for unmarried women).
3. Use a professional interpreter – all health department and any clinics that receive federal funding need to comply with Title VI of the Civil Rights Act and provide trained interpreters. Make sure your agency is in compliance.
4. Avoid going directly into business – first ask some warm-up questions about your patient’s family, job, etc. “Small talk” can take a few minutes, but it will work wonders in gaining someone’s trust and respect. Showing sincere interest in your patient’s life and using friendly body language will make your patient comfortable abour sharing information.
5. Welcome your patient and her family into your consultation, and give them time to discuss the information and come up with questions. Health matters are a family decision for Latinos.
6. Encourage questions. In Latino culture, doctors are often an authority figure and it is not polite to question their knowledge or to look them in the eye. Don’t ask Latino patients "Do you understand? Instead ask them to rephrase the information by saying: “Please explain to me what I’ve just told you.” Don’t let your Latina patient step out your office with a puzzled look.
7. Explain why you need answers. If you see your patient is hesitant to answer questions involving sexual practice, it may be that she is more comfortable speaking to a woman than a man, afraid or embarrassed to share sexual information. Explain why it is important to collect all this information and assure her that all her medical information is confidential.
8. Ask about traditional remedies or imported drugs from their home country that the patient may be taking. Latinos are inclined to use herbal medicine and home remedies, as well as self-medicate with drugs that they buy in Latino stores or import through friends or relatives. Imported medicines sometimes have the same name as the U.S. brands, but are sometimes marketed with different names. Ask your patients to bring anything they are taking to their consultation so you can determine their equivalents. Be insistent when your patient is pregnant or lactating.
9. Avoid stereotyping. Keep in mind your Latina patient’s age, economic situation, family situation, religious beliefs, and level of acculturation when providing advice. Not all Latina patients are the same, and their differences can be great.
10. Help your patient understand her prescription: what it is for, how to take it, how many days, how many times per day, side effects and what to do if she overdoses or skips a dose. If Latinas understand their prescription well, the chances increase that they will take it correctly and complete the treatment. Be mindful that many Latinos will delay taking medicines unless they think it is the last option and completely necessary.
11. Have Spanish language health educational materials on hand. Avoid direct translations from English, they are often not culturally or linguistically appropriate and are written at high reading levels that are harder to understand.
12. Provide a venue to allow your patient to ask follow-up questions. Make sure your Latina patient knows where to call or go if there are any complications with the treatment, have questions, or need to contact you again.

As the North Carolina and the United State’s population become more diverse, the need for culturally sensitive health care becomes more urgent. Better knowledge of your patient’s health care beliefs, experiences and expectations can help you to provide better care and services, improve patient satisfaction, keep you in compliance, increase patient retention, and most importantly, improve patient health. Culturally sensitive communication will also help to reduce health disparities across the country.