Most healthcare facilities serve a very diverse population of patients. In everyday practice, the phlebotomist may encounter patients whose primary language is not English, who speak no English at all, or who cannot speak at all. A language barrier should not interfere with providing excellent service to the patient.
Table 1 describes several options for the phlebotomist to effectively communicate with patients who speak a language other than what the phlebotomist speaks and understands.
Table 1. Options for Communication with Patients whose Native Language is Not That of the Phlebotomist.| Option | Advantage | Disadvantage | Comment |
| Professional Medical Interpreter | Many healthcare facilities have staff interpreters who are always available | Not all languages/dialects are available | It is best to use a professional interpreter when available |
| Telephone language line; telephone with 2 receivers | Trained interpreters in any language are available 24/7 | Telephone must be moved to patient room; must pay for this service | Any language in the world is available; professional interpreters |
| Staff member fluent in the language | Familiar with medical procedures and facility policy | Not always readily available; unable to perform other duties while interpreting | |
| Family member | Often readily available | Inaccurate interpretation of information; HIPAA violations possible | It is not advisable to use family members as interpreters; children may have to inform parents of unfortunate news |
The phlebotomist should be encouraged to use an interpreter rather than point, push, or pull a patient for compliance. Many local schools and universities offer specific short courses for medical professionals in Spanish or American Sign Language.
The preferred choice is professional service in person or via phone.
