Improving Communication Using Bangladesh and Chinese Translation Guide
Care Process & Redesign
National University Health System Quality Improvement
National University Health System
31 December 2021
To provide a Chinese and Bangladeshi translation guide for PSA to improve communication and reduce miscommunication. Successfully improved communication, reducing tension and enhancing patient experience.
Year Submitted: 2021
Published Date: 31 December 2021
Tags: Care Process ＆ Redesign, Quality Improvement, Job Effectiveness, Patient Satisfaction
About this Content
Aims
To provide a Chinese and Bangladeshi translation guide for PSA to improve communication and reduce miscommunication.
Background
PSAs struggled with language barriers, leading to miscommunication with Chinese-speaking and Bangladeshi patients, delays, and patient dissatisfaction.
Methods
Created bilingual cue cards for common questions in both Chinese and Bangladeshi; conducted pilot testing.
Results
Improved communication with foreign workers and reduced PSA stress levels; no negative feedback received post-implementation.
Conclusion
Successfully improved communication, reducing tension and enhancing patient experience.
Lessons Learnt
Translation tools significantly enhance service quality and reduce stress for staff and patients.
Keywords
Communication, Translation, Patient Interaction
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National University Health System |
Organization(s) Involved | Ng Teng Fong General Hospital, Jurong Community Hospital |
Platform(s) | National University Health System Quality Improvement |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | Chona Lucenara |
Project Member(s) | Nuratasha Nabilah |
Connect with this contributor!
Lynn Chen - lynn_chen@nuhs.edu.sg
Project Attachment
C183_NTFGH_JCH_QM_2021_Improving_Communication_Using_Bangladesh_and_Chinese_Translation_Guide.pdf