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Table 4 Provider and patient satisfaction with OPI

From: Shrinking the language accessibility gap: a mixed methods evaluation of telephone interpretation services in a large, diverse urban health care system

How satisfied are you with the following aspects of the over-the-phone interpretation?

Percent reporting “Satisfied” or “Very satisfied”

 

Providers (n = 127)

Patients (n = 41)

Overall satisfaction

93

85

Timely access to interpreters/available in needed languages

92

83

Quality of interpretation

95

88

Professionalism of interpreters

92

83

Confidentiality of interpretation

91

-

Wait times

89

-

Technology and equipment availability

83

-

Training to use the program

72

-

Program coordination/management

70

-

Program reference materials

63

-

TC LHIN leadership

55

-

Relationship with doctor or health care provider

-

93

Confidence in interpretation

-

90

Your understanding of information provided during appointments

-

90

Your ability to communicate with the doctor or health care provider

-

90

Your comfort level during appointments

-

85

Quality of telephone equipment

-

76