Patient understanding
A woman in Northern Ontario went to the emergency room of a designated hospital and was greeted by an employee who asked her COVID-19 screening questions in English only.
A woman in Northern Ontario went to the emergency room of a designated hospital and was greeted by an employee who asked her COVID-19 screening questions in English only. Then, at intake, she could not access services in French. She told us that when she asked a nurse if he spoke French, it “really caused a scene.” We talked to the hospital’s Department of Patient Relations.
RESULT: As a result of our intervention, the hospital’s emergency services reviewed the patient’s file and:
- Reminded emergency employees of the protocol for patients who identify as Francophones;
- Referred members of the public to the nearby call intake service, where there are always bilingual employees if no bilingual screening staff are present;
- Posted communications regarding COVID screening in English and French at all points of entry; and
- Had the Department of Human Resources review the French service requirements to include individual responsibilities in employee onboarding sessions, even for non-bilingual employees.
Learn more about the French Language Services Unit which answers questions and takes complaints about services in French.