How to support speakers of other languages

Underpinning all interactions between staff, and staff and patients, are communication skills.

In LLN terms, “language” can be subdivided into two:

1. The level of communication skills used by those for whom English is their first language
2. The level of skill used by those for whom English is not the first language.

The latter is termed ESOL or English as a second language.

Employees with ESOL needs

Of the general working population, 8% have neither the level of spoken nor written English to perform well in their job, as English is not their first language. These figures are not connected with other qualification levels.

In the NHS, the current percentage of ESOL individuals is higher than that in the general population. It is estimated that the figure will have risen to 40% by 2012.

To achieve equality and diversity objectives and to ensure patient safety, it is vital that these staff members are given the support they need.

A lack of sufficient communication skills has implications for infection control, health and safety, security and patient care.

What do you think?

How will ESOL affect the NHS? Think about:

• The doctor or consultant who cannot be understood by a patient or colleague
• A colleague who misunderstands something, leading to errors
• A member of staff with high level qualifications from their home country, but has a literacy gap in using English

Bear in mind:

• Staff from the same country have as many regional differences as found in the UK, such as dialect and local culture.
• Some cultures see it as unacceptable and a weakness to admit a lack of expertise to those perceived as higher in rank, such as a manager, senior colleague or trainer. So some staff may smile and nod to demonstrate understanding or experience when the opposite is true.