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This paper will describe a research project that addressed the question: What is the effect of language difference in the cost of Ambulatory Services? The research design was exploratory, and incorporated qualitative and quantitative methodologies. The project was undertaken in three phases. Phase one involved discerning, as near as possible, the ethnic mix and unique characteristics of East London which made the research particularly relevant. Phase Two involved getting to grips with the intended methodologies that would meet the aims and objectives of the research project. Phase Three involved qualitative data gathering through interviews with non-English speaking ethnic minority patients, doctors and nurses and focus group interviews with doctors and nurses. Quantitative data was gathered in relation to consultation times of English speaking and non-English speaking ethnic minority groups and an inventory of needs in Ambulatory Services. An analysis of medical records was also undertaken to determine if there was any difference in the care English speaking and non-English speaking ethnic minority patients received.
Findings indicate that it costs more to deliver a service to a diverse community, but the benefit gained by individual patients in terms of appropriate medical management/physiological health outcome and minimisation of psychological distress is considerable. Provision of Health Advocacy not only enhances patient understanding of the way their health should be managed but also provides a venue for much needed psychological and emotional support when these patients are most vulnerable/distressed.
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