Frequency and effects of non-English consultations in New Zealand general practice.

AIMS: To identify the frequency of non-English languages used in general practice consultations and to explore the effects on practice for general practitioners (GPs). METHODS: Randomly selected Auckland GPs were telephone-interviewed using standardised questions. Interview data were entered electronically in real time and audiotaped. Data were reviewed upon collection and analysed using constant comparison thematic content analysis. Quantitative data were analysed using SPSS (v12) software. RESULTS: Eighty GPs were interviewed. Forty-two spoke one or more languages apart from English. Thirty-one different languages were spoken, 83% of which were used in patient consultation. Most GPs (73/80) experienced language difficulties in practice. Three broad issues arose: English language proficiency per se, accented English, and physical problems affecting speech. Four themes reflected the influence of language difficulties on the encounter: information sharing, process effects, cultural issues, and use of interpreters. CONCLUSIONS: Non-English language consultations occur commonly within current Auckland general practice with associated issues of misunderstanding and interpretation difficulties. GPs are often called upon to use their own language skills, especially Asian and Pacific Island tongues. Non-English speaking encounters frequently require additional time. Patients with some English language proficiency may cause more anxiety than those with none. Non-professional interpreters may colour or alter patients' meaning and accurate translation is required rather than 'interpretation'.