ArticleBMC health services research2015
Experiences of Latinos with limited English proficiency with patient registration systems and their interactions with clinic front office staff: an exploratory study to inform community-based translational research in North Carolina.
Article in BMC health services research, 2015. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 29 papers, 1 of them a synthesis that pooled it.
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Who cites it
29 citing papers in PubMed, 1 synthesis or guideline pooled it.
- Gender differences in the context of interventions for improving health literacy in migrants: a qualitative evidence synthesis.The Cochrane database of systematic reviews · 2024Pooled it
- Patient and Caregiver Perspectives on Language Access in Two St. Louis Emergency Departments.Journal of immigrant and minority health · 2026Article
- Immigrant perspectives on navigating the US healthcare system in the Post-COVID-19 landscape: a photo-elicitation project.Journal of migration and health · 2026Article
- Understanding language barriers at the registration desk of an after-hours clinic: a qualitative observational study.BMJ public health · 2026Article
- Video and Telephone Telehealth Use and Web-Based Patient Portal Activation Among Rural-Dwelling Patients: Retrospective Medical Record Review and Policy Implications.Journal of medical Internet research · 2025Article
- Primary health care provider availability and accessibility: a comparison of responses from providers and their office staff, results from the Models and Access Atlas of Primary Care - Nova Scotia (MAAP-NS) population study.BMC health services research · 2025Article
- Patient Safety Event Risk and Language Barriers: A Scoping Review.Joint Commission journal on quality and patient safety · 2025Article
- Prevalence of Social Determinants of Health Risk Factors Among and Their Impact on Viral Suppression, Consistent Visits, and No-Show Rates Among Persons with HIV Who Identify as Hispanic.AIDS and behavior · 2025Article
- Lessons learned from syndemic HIV research in an immigrant, latinx sexual and gender minority community.Discover social science and health · 2025Article
- Navigating linguistic barriers: a case for and against medical Spanish certification for medical students in border states.Proceedings (Baylor University. Medical Center) · 2024Review
- Local language proficiency of fourth-year medical students at the University of the Free State.South African family practice : official journal of the South African Academy of Family Practice/Primary Care · 2023Article
- Infection prevention requires attention to patient and caregiver language: Removing language barriers from infection prevention education.Infection control and hospital epidemiology · 2023Article
- Access challenges for patients with limited English proficiency: a secret-shopper study of in-person and telehealth behavioral health services in California safety-net clinics.Health affairs scholar · 2023Article
- Healthcare experiences of patients with Down syndrome from primarily Spanish-speaking households.American journal of medical genetics. Part A · 2023Article
- Specialty Care Utilization Among Adults with Limited English Proficiency.Journal of general internal medicine · 2022Article
- Preventive care use among Hispanic adults with limited comfort speaking English: An analysis of the Medical Expenditure Panel Survey data.Preventive medicine · 2022Article
- Analysis of variation in pre-procedural fasting duration for common inpatient gastrointestinal procedures.Translational gastroenterology and hepatology · 2022Article
- Limited English Proficient Patient Visits and Emergency Department Admission Rates for Ambulatory Care Sensitive Conditions in California: a Retrospective Cohort Study.Journal of general internal medicine · 2021Article
- Increasing diversity in research through dedicated language access services.Contemporary clinical trials · 2021Article
- Novel academic center model for Spanish-speaking patients in the southeastern United States.Preventive medicine and community health · 2020Article
Corrections and comments
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Authors and funding
12 authors.
Funding
Abstract
backgroundHealth services research of Latinos with limited English proficiency (LEP) have largely focused on studying disparities related to patient-provider communication. Less is known about their non-provider interactions such as those with patient registration systems and clinic front office staff; these interactions precede the encounter with providers and may shape how comfortable patients feel about their overall health services experience. This study explored Latino patients with LEP experiences with, and expectations for, interactions with patient registration systems and front office staff.
methodsWe conducted 20 in-depth interviews with Latinos with LEP (≥ 18 years of age) who seek health services in the Piedmont Triad region, North Carolina. We analyzed participants' quotes and identified themes by using a constant comparison method. This research was conducted by a community-academic partnership; partners were engaged in study design, instrument development, recruitment, data analysis, and manuscript writing.
resultsQualitative analysis allowed us to identify the following recurring themes: 1) inconsistent registration of multiple surnames may contribute to patient misidentification errors and delays in receiving health care; 2) lack of Spanish language services in front office medical settings negatively affect care coordination and satisfaction with health care; and 3) perceived discrimination generates patients' mistrust in front office staff and discomfort with services.
conclusionLatino patients in North Carolina experience health services barriers unique to their LEP background. Participants identified ways in which the lack of cultural and linguistic competence of front office staff negatively affect their experiences seeking health services. Healthcare organizations need to support their staff to encourage patient-centered principles.
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