An exploratory study on telephone interpreting in the Western Cape healthcare sector

[摘要] ENGLISH ABSTRACT: Communication in a global context is seriously hampered by language barriers. These barriers pose special challenges to service delivery, particularly in the healthcare sector. Onsite interpreting is considered most conducive to enable effective communication. In South Africa, however, it is not practical and financially viable to employ onsite interpreters for all the possible language combinations. Telephone interpreting is proposed as an alternative to onsite interpreting and Folio Online's InterTel service offers telephone interpreting in the Western Cape healthcare sector. This study gauges whether the InterTel service has the potential to contribute in any way to effective communication in the Western Cape healthcare sector.In South Africa, language barriers do not only exist in communication with tourists or immigrants, but also among the country's own inhabitants. Furthermore, effective communication in the healthcare sector is particularly crucial. Miscommunication may lead to misdiagnosis and/or incorrect usage of medication, which in turn may result in death. The possible loss of life renders the issue of overcoming language barriers in the healthcare sector an important one.The aim of the study is to argue descriptively about InterTel telephone interpreting service as a viable solution to the communication difficulties between healthcare practitioners and patients in the Western Cape healthcare sector. The research had to be narrowed down and instead the study descriptively argues whether InterTel service contributes to communication in the Western Cape healthcare sector. The researcher conducted an interview with the Folio InterTel project manager and sent out questionnaires to the Folio telephone interpreters. Five transcribed recordings of conversations between healthcare practitioners, patients and Folio telephone interpreters were analysed.The findings of this study echo the findings of related studies reported in literature on telephone interpreting. The conclusion is that the Folio InterTel service makes a valuable contribution to more effective communication in Western Cape healthcare facilities.

[发布机构] Stellenbosch University