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Use of Language Services for Telephone Advice by Limited English Proficiency Families in a Pediatric Primary Care Setting.

BACKGROUND
Families limited in English proficiency (LEP) often do not receive appropriate medical language services, resulting in health disparities. Little is known about the use and effectiveness of language services provided via telephone when families call for medical advice.


OBJECTIVE
To characterize language service provision to LEP families calling for medical advice in a pediatric primary care setting.


METHODS
A self-administered survey was given to parents of children presenting for sick visits at an urban academic pediatric primary care practice.


RESULTS
277 out of 300 surveys were completed, 92% in English and 8% in Spanish. 7% (19/271) of those who answered the language proficiency question reported LEP (spoke English "not well," or "not at all"). Among LEP parents, 68% calling for advice during clinic hours received appropriate language services (a trained interpreter or a bilingual provider). 53% received these services when calling after hours.


CONCLUSIONS
Over half of LEP families seeking telephone advice from their pediatric primary care office received adequate language services. Future research should identify barriers to providing telephone language services to LEP families.