Cultural and linguistic diversity and hospital

Many communities are highly multicultural, with residents born in countries around the world who speak a wide range of languages and follow many different faiths. Health systems often provide resources and support services to care for people from diverse cultural and linguistic backgrounds, and people from all backgrounds can benefit from this support.

Hospitals should aim to meet your specific cultural needs. For example, you may wish to see a doctor of a particular gender or have cultural dietary requirements such as a kosher or halal meal. It is important to let the hospital know about any requests when you book in and again when you arrive for treatment.

Your rights in hospital#

As a patient, you can generally expect to:

• access the health services you need
• receive safe, high-quality care
• be treated with respect by the staff you deal with
• get clear, understandable information about services, treatment options and costs
• use an interpreter to help you communicate with healthcare staff
• be included in decisions so you can make informed choices about your care
• have your privacy and confidentiality protected
• provide feedback on any health service

Asking for an interpreter#

If you prefer to use a language other than English, accredited interpreters may be available to you. Sign language interpreters can also be arranged for patients who are deaf or hard of hearing. Many major hospitals employ interpreters and can access a wider range of languages through an agency.

Ask for an interpreter when you book your hospital visit. Any staff member who feels an interpreter is needed for effective communication can also request one.

If you cannot get an interpreter in person, a telephone interpreting service may be an option. This is a professional service for people who speak languages other than English and need immediate help talking with healthcare staff.

Privacy and confidentiality#

Accredited translators and interpreters are required by law to maintain your privacy and confidentiality. If you are concerned that you may know the interpreter from your community, you can ask for a different one.

When an interpreter is not available#

You should not rely on family members, friends or carers to act as your interpreter. Sometimes, however, they may need to help when no interpreter is available, either in person or by phone. If this happens, staff must document in your health record that a family member, friend or carer was used and why.

Interpreting medical information is not an easy task and is best left to highly trained, accredited interpreters, who are legally responsible for their work and covered by professional insurance. If you feel nervous about working with an interpreter, you may still ask a family member, friend or carer to attend the appointment with you for support.

Cultural care and translated information#

Hospitals should try to meet your specific cultural needs. If you have particular requirements, such as wanting to see a doctor of the same gender, tell the staff or nurse when you book in and when you arrive.

Translations of medical resources, hospital administrative information and information about your rights are often available. Ask your doctor, nurse or hospital staff how to access translated material, and whether resources can be found by language or by topic.

Key points#

• Health systems often provide support for people from diverse cultural and linguistic backgrounds
• Tell the hospital about cultural or dietary needs when you book in and when you arrive
• Accredited interpreters may be available, including by telephone, and must keep your information confidential
• Avoid using family or friends as interpreters except when no interpreter is available
• Translated health information may be available on request

Where to get help#