Client welcome pack in alternate languages: Improved experience for non-English speaking clients.

Abstract

The Integrated Community Health Team ensures all our clients receive Welcome Packs containing information about Healthcare Rights, Privacy Information, Rights and Responsibilities and ways to provide feedback. Whilst talking with our clients it became evident that the information provided in English was not useful for clients who do not speak or read in English. Clinicians offered verbal explanation of Welcome Pack information to clients through an interpreter, but this was overwhelming for clients, as there is a lot of information to take in during their first appointment. Some documents from Welcome Packs were available in translated version, but were difficult for clinicians to find and some documents were outdated. Clients who are unable to write in English will not have a chance to provide written feedback, unless the feedback form is available for them in their native language. It is important for all consumers to have access to information they can understand to improve communication, but also make the consumer feel included, valued, safe and empowered.