Brokering Culture: Where do medical interpreters fit into community health centers?

Objectives: To explore the process of how a Community Health Center (CHC) integrated ad hoc interpreters into their organization and helped them evolve into professional medical interpreters. Three questions framed the research. First, how do the interpreters perceive themselves and their role in the CHC, in the context of other workers? Second, how satisfied with the medical services are clients who need and use the translation services? Third, is there a possible relationship between the interpreters' perception of self and clients' satisfaction with services?

Methods: Case study using mixed methods with quantitative and qualitative data collection. First, mail surveys were administered to staff; second, structured individual interviews with clients; and third a focus group interview with interpreters. Quantitative instruments included the Work Environment Scale (WES) and the Consumer Satisfaction Questionnaire (CSQ-8). The qualitative data used open-ended questions about the role of the interpreters in the CHC and its influence on satisfaction with services. Survey and interview data gathered from clinic staff (n = 17), including all interpreters working at the CHC (n = 3) and Latino clients (n = 30).

Results: Clients felt satisfied with interpreters. Some friction existed between the interpreters and the medical staff. Evolving changes in the CHC's organizational climate and structure mediated the impact of these problems on services.

Conclusions: The CHC's commitment to interpreters seems to have mediated more reactive forms of coping and lower levels of commitment to clients. The availability of formalized training for staff and interpreters could have assisted the integration process.