St. Joseph’s Health Care London is introducing new tools to help patients and visitors who face language barriers communicate when they arrive at the hospital. Multilingual volunteers are now wearing buttons identifying the languages they speak, making it easier for patients to find someone who can communicate with them in their preferred language. In the first two weeks of the initiative, volunteers have helped more than 25 people communicate in another language. There are currently 14 languages represented, including Arabic, Mandarin, French, and Hindi, with more expected to be added as additional multilingual volunteers join the program. Monica Naskret-Reyes, a volunteer who speaks Spanish, said seeing someone who speaks their language can provide relief for patients who are already dealing with the stress and uncertainty of being in hospital. “When people come to the hospital, the concern they have about their health, the uncertainty, what is going on and not speaking the language is a lot of pressure,” said Naskret-Reyes. “But when they see someone speaking their own language it’s like, ‘oh my God’, what a relief. At least I can communicate a little bit with this person.” According to Statistics Canada, more than 20,000 new immigrants moved to the London region between 2016 and 2021. About 22 per cent of Londoners identify as immigrants. Tracy Drenth, manager of Volunteer Services at St. Joseph’s, said the program reflects the diversity of the community. “Patient population is becoming a lot more diverse much like the community. So, we have had several patients come into the hospital who have limited English proficiency. So, we want to provide the best customer service as possible as patients enter our buildings,” she said. The initiative also supports people who communicate using sign language. Melissa Fowler, a sign language volunteer, said she has helped patients communicate where they need to go within the hospital. “I’ve had quite a few people come in that don’t know how to speak to somebody, so I’ve let them know that I know sign language and then able to finger spell to me where they need to go and then can take them there,” said Fowler. For languages that aren’t represented by an on-site volunteer, trained volunteers can use an iPad equipped with an interpretation service that provides access to an additional 200 languages. The live interpretation service is intended for general information, such as finding a department, getting directions or locating the cafeteria. It is not intended for clinical information. St. Joseph’s says more languages could be represented at hospital entrances as additional multilingual volunteers join the program.
