Satisfaction Survey
- Client
- Health Care Provider
Client Satisfaction Survey: Interpretation services are a crucial component of medical care for clients who are limited-English proficient, yet there are no known evaluations of the impacts of such interpretation services on the attitudes, beliefs and behaviors of clients. This project assessed the knowledge, attitudes and opinions of adult Chinese (Mandarin and Cantonese speaking), Korean, Thai and Vietnamese clients who have used the interpretation services of PALS for Health during receipt of medical care in Southern California. The project aims were twofold: 1) to assess clients' perceived quality of the interpretation services; and 2) to assess clients' perceived impacts on increased knowledge of information provided at their medical appointment, and increased follow-up with recommended medical services.
While interpretation services are a crucial component of medical care for clients who are limited-English proficient, medical providers face many challenges in providing such interpretation services for their patients. Medical providers are able to access interpretation services through the PALS for Health Program. Requests to PALS for Health, however, usually come from provider staff, such as case managers, office managers, receptionists, etc. (Clients may also request service from PALS for Health directly, usually through their multilingual line.) PALS outreaches to medical providers through a variety of strategies, including mass mailings, provider trainings, ethnic media, community based organizations, community health fairs and cultural events, and word-of-mouth. In general, 25% of requests come from provider staff, and 75% from clients.Â
This survey assessed the knowledge, attitudes and opinions of 102 providers who rendered medical services to patients during the months of January-March 2001. The project aims were twofold: 1) to assess providers’ perceived quality of the interpretation services; and 2) to assess the capacities of providers and their medical organizations to provide interpretation services for Asian American and Pacific Islander (API) clients.
