Every year medical staff at Genk hospital see up to 2,000 patients who barely speak Dutch. Many patients hail from Poland, Morocco, Turkey, Russia, Ukraine, Italy, Spain or Arab countries and have poor Dutch. Today the hospital deploys no fewer than 6 intercultural mediators, who help patients in their own language. It's an initiative many patients hope other hospitals will copy.
Seyhan Memishev is receiving treatment on the cancer ward. Conversation with a nurse is difficult because he barely speaks Dutch. But the hospital ensures a mediator is present, especially when the doctor does his rounds.
Patients are relieved that they can be helped in their own language. ‘They are always happy to see us,’ explains intercultural mediator Gülsen Ciçek. ‘Because they can then put their questions straight to the doctor. They feel they are better understood.’
Patient Seyhan is of Bulgarian origin but speaks Turkish. In the meantime, he has developed a good relationship with his mediator. ‘I am very grateful that she is there and that I and my family get good support,’ he says. ‘I wouldn't understand anything without a mediator. It would be very difficult.’
The mediator always has a meeting with the relevant doctor beforehand. ‘Then I am prepared for what is going to happen,’ says Ciçek. ‘The conversation could lead to requests for more information, but it could also be a conversation to break bad news. That’s why it is so necessary for us to be there.’