Two successful examples of intercultural mediation in the health sector
Migration can no longer be regarded as a passing phenomenon, but is a structural trend that needs to be managed in a knowledgeable manner. Migrants might face several difficulties in accessing and using public health-care services. This article discusses two example projects that have improved health care access of migrants, and disseminates solutions and good practices.
Description ‘Tree of Health’
The first project was carried out in Italy in an area with a
high number of migrants, and was called the ‘Tree of Health’. After
a successful project period, it has become a structural
inter-institutional organisation, linking health-care authorities,
the public, doctors, social and health-care staff, teachers and
students for discussion of and training in health care matters.
An important notion is that a person’s perception on his or her
health status is culturally determined, as is the range of
treatment options that person is acquainted with. This can lead to
misunderstandings with grave consequences, which makes a cultural
and linguistic mediation service indispensable.
Lessons learned
It was concluded that staff members should in this light be trained in several aspects:
- One or more foreign language(s);
- Legislation in relation to heath care rights of migrants;
- Management of multicultural relations;
- Transparency in public communication.
Description ‘Mediation in Belgian Hospitals’
In Belgium, it was not the existing staff that received
training, but through the Intercultural Mediation Programme an
intermediary was put at the disposal of ethnic minority patients.
The aims of the ICM programme are to improve access and the quality
of health care delivered to ethnic minority patients at the
hospital, and also to improve communication and responsiveness to
the socio-cultural and health-care needs of ethnic minority
patients.
An Intercultural Mediator usually shares the cultural background of
the patient, and works from a relationship of trust. He or she
commonly takes on the tasks of interpretation, cultural decoding,
accompanying patients to a doctor, listening and advising, conflict
resolution, and defending the right of a patient. Especially
newcomers benefit from the services of an ICM, as they tend to lack
connections in the new society. The deployment of ICMs in Belgian
hospitals has lead to an increase in the quality of care, improved
communication, and contributed to the provision of culturally
sensitive care.
Lessons learned
However, the pressure ICMs might experience as a result of
difficult patient-doctor relations, though problems with time
management and the burden of administrative work needs to be paid
attention to.
Publication Date
December 2009
Type of Document
Practice document
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