176 Navigating Language Barriers in First Patient-Staff Interactions: the First Response

Abstract EP1.4, e-Poster Terminal 1, September 4, 2025, 11:35 - 13:00 Rationale Studies indicate that patient and non-provider interactions frequently occur prior to the patient’s actual encounter with healthcare providers, significantly influencing their overall comfort and perceptions of the service experience. Improving these initial exchanges can enhance overall healthcare accessibility, patient satisfaction, and clinical outcomes in medical settings. Aim Effective communication is fundamental to patient care, yet language barriers remain a significant challenge in multilingual healthcare settings. Existing health services research on language barriers and communication challenges has predominantly focused on disparities related to health outcomes and patient-provider interactions. However, there is comparatively less understanding of non-provider experiences, such as those involving patient registration systems and interactions with clinic administrative personnel (front office staff). This study investigates first interactions between patients and healthcare facility staff (front office) when the patient speaks neither Dutch or French, the primary administrative languages in Belgium. Methods The research question formulated was “How do healthcare reception staff perceive their ability to assist patients who speak different languages, and what are the primary challenges they face in this context?” We conducted a structured observational field study at an after-hours walk-in medical clinic in Leuven, Belgium systematically documenting instances where communication occurred through non-native languages. Observatory notes included frequency of cases of communication deficit due to language discordance, alternative communication strategies employed, and the duration of registration process. We focused on the communication strategies employed by both the patient and healthcare facility staff members to bridge linguistic gaps, including the use of common language, gestures, written notes, or third-party interpretation by accompanying persons. Results Over a four-week period, more than 60 hours of observational data were collected, offering insights into patient flow, languages spoken, frequency of home visits, and strategies used to overcome communication difficulties. These included the use of accompanying persons, non-verbal gestures, and technological aids. Thematic analysis of the interviews revealed three key themes: professional experience, communication, and self-reflection. Communication emerged as a central concern for all interviewees, with language barriers reported as a daily challenge. Conclusion This study highlights the critical yet often overlooked role of reception staff in ensuring equitable access to healthcare in linguistically diverse settings. The findings underscore the need to equip front-desk personnel with appropriate tools, training, and institutional support to enable culturally and linguistically competent service delivery at the first point of contact.