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Interpreter service helps patients, health professionals overcome language barriers

Local Journalism Initiative / / / , , ,

Interpreter service helps patients, health professionals overcome language barriers

Ruby Pratka, Local Journalism Initiative reporter

editor@qctonline.com

If you speak limited French and you need help communicating with staff at a hospital or public clinic anywhere in the region, help is available. The Banque d’interprètes du réseau de la santé et des services sociaux (Health and Social Services Network interpreter bank) provides free interpretation at health facilities in more than 60 languages, including English. The CIUSSS de la Capitale-Nationale is trying to make the bank better known, after Santé Québec data suggested it was being underused by the English-speaking community.

Stéphanie Fiset, assistant establishment director at Jeffery Hale–Saint Brigid’s (JHSB), explained that when a communication issue arises at a hospital or clinic, a health professional can request an interpreter via an app. “There is still training to be done” to ensure all health professionals know how and when to use the bank, she said. However, the tools are in place, and facilities with a particularly large immigrant clientele, such as the Jeffery Hale refugee clinic, are used to using them.

Requests are made by a health professional on a secure online platform; they fill out a form explaining what the interpreter needs to do and whether they need to be present in person, over the phone or via videoconference. Although patients and caregivers can’t make a request themselves, they can ask the professional to make a request on their behalf.

Requests are made in advance of an appointment when possible, and about 70 per cent are in person. “We’re working on finding alternatives for situations [such as emergencies] when we can’t have an interpreter present quickly,” Fiset said. Strict requirements around data security mean AI and other technological tools need to be carefully considered before implementation. “We need to ensure that we use [technology] in the right way, at the right time and for the right reasons.”

In the past, Fiset added, health professionals didn’t necessarily ask for an interpreter when they came up against a language barrier, especially when the patient was English-speaking. “We say, ‘I listen to my shows in English. When I travel, I can get by in English, so I’m likely to be able to make myself understood. Or often, there will be someone with [the patient] who may be better at French, so we’ll rely on family. But we’re really trying to promote the use of [trained] interpreters.” She noted that an employee who’s comfortable doing basic intake in English may still need an interpreter to discuss complex health issues or informed consent with an English-speaking patient. “This is really what we’re working on, to help people better understand the circumstances in which to ask for an interpreter, and the importance of doing so as well.”

Directive brings clarity

In July 2024, the Quebec government issued a directive as part of the Bill 96 implementation process, laying out a list of situations where English and other languages could be used in health care. The directive alarmed advocates for access to services in English, who saw an attempt to restrict English in health care. A revised directive, published in September, clarified that a language other than French may be used whenever “the user or their representative requests it, expresses that they do not understand or do not seem to understand French, or according to the judgment of the [health professional].” It states that health professionals can communicate in English or another language with a patient or their representative if they’re able, or work with an interpretation service if they aren’t. It also clarifies when translated documents should be provided. If translations aren’t available, professionals need to find a way to provide the patient with the information in a language they understand.

JHSB establishment director Mélie De Champlain said the new directive “is actually a big help.

“It clarifies things, it gives us tools to get where we’re going and [see] how we can support people who want to have access to care in the language of their choice,” she said. “We are working much more on promot- ing it so that people know how they can access services in the language of their choice.”

“We always want users to communicate their needs. If you have a need [for an interpreter or for translated written information], communicate that to the professional working with you,” Fiset said.

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City draws on colonial history for road safety campaign

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City draws on colonial history in road safety campaign

Peter Black, Local Journalism Initiative reporter

peterblack@qctonline.com

The Ville de Québec is using a catchy, if not controversial, theme in its newly unveiled street safety awareness campaign.

With the slogan Être colon sur la route, c’est dépassé!, the city launched the campaign on July 16 in Place de Paris in the Old City. The slogan plays on an amusing pair of homonyms in Quebec French. The word colon literally means “colonist” and refers to the first French settlers in New France, many of whom were poorly educated soldiers and indentured servants. In local parlance, a colon is an ill-mannered, unsophisticated, classless or ignorant person; the word can also be an adjective referring to ignorant, rude or sloppy behaviour – for example, “C’est colon de laisser tes déchets par terre.” (“It’s ignorant to leave your trash on the ground.”) The city’s slogan translates more or less to “Acting ignorant on the road is a thing of the past.”

In a release, the city said, “While the message is irreverent and striking, it also sends a clear message to the public: risky behaviour on the road no longer has a place.”

Actors in period costumes were on site to unveil the series of slogans to be “visible on various digital platforms, billboards, and radio to ensure broad reach to as many road users as possible.”

The campaign is to run from July 21 to mid-September.

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Speaking the language of care: how a Park-Ex clinic is breaking barriers

Local Journalism Initiative / / / , , , ,

Dimitris Ilias
LJI Journalist

In the heart of Montreal’s Parc-Extension neighborhood, a local clinic is making significant strides in bridging language gaps to ensure equitable health care for all. With a highly diverse patient base, many of whom have recently immigrated to Canada, communication has long been a challenge. However, an innovative translation service is transforming the way medical professionals interact with their patients.
Empowering Patients Through Language Access
Dr. Maya Cholette-Tétrault, a family physician at the clinic, routinely sees patients who are new to the country and unfamiliar with French or English. To facilitate clearer communication, the clinic has implemented a real-time digital translation service, allowing patients to converse with their doctors in their native language via a video-linked interpreter.
“For many of my patients, this is the first time they’ve been able to fully express their health concerns in Canada,” Dr. Cholette-Tétrault explains. “It’s not just about medical needs—sometimes we assist with social issues, like helping them navigate housing options.”
One such patient, a recent immigrant from India, used the service to discuss her pregnancy with the doctor. When asked if the translation feature was helpful, she responded with a grateful smile and an enthusiastic nod.
A Seamless Digital Solution
The translation tool, provided by Voyce, offers real-time interpretation in over 240 languages and dialects. With just a few taps on a tablet, doctors and patients can access a professional interpreter within seconds, making consultations smoother and more efficient.
According to Aurelia Di Fabrizio, who oversees the initiative at CIUSSS West-Central Montreal, the program has significantly improved doctor-patient interactions while also reducing operational costs. “We no longer need to schedule on-site translators, which can be expensive and logistically complicated,” she notes. “Patients receive immediate assistance, and doctors can focus on delivering high-quality care.”
The Importance of Multilingual Care
Studies indicate that receiving medical care in one’s native language dramatically improves health outcomes. Research published in the Canadian Medical Association Journal in 2022 revealed that non-English-speaking patients had a 54% lower risk of severe health complications when treated by a physician who spoke their language.
A Model for Expansion
Initially launched as a pilot program at the Parc-Ex CLSC, the translation service has since expanded to other clinics and the Jewish General Hospital. Dr. Perle Feldman, a veteran physician at the clinic, recalls the challenges of relying on in-person interpreters in the past.
“I remember one of my earliest patients, a woman undergoing fertility treatments, bringing her sister-in-law to translate,” Feldman shares. “It was awkward, to say the least. Sensitive medical discussions require privacy and precision, which this service now provides.”
Feldman hopes to see the translation initiative reach even more clinics in the future. “We serve a vulnerable population—many of whom are facing financial and social hardships. Quality health care starts with clear communication. I’m not a veterinarian—I talk to my patients.”
As Montreal continues to welcome immigrants from around the world, accessible health care remains a pressing issue. By embracing technology-driven solutions like real-time translation, the city’s medical community is taking a crucial step toward ensuring every patient receives the care they need, regardless of language barriers.

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Bill 96 brings new challenges for anglophones

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Holly Smith, LJI Journalist

GASPE – The winds of change are sweeping through Quebec and, for anglophones in the Gaspé Peninsula. Those winds have never felt so strong. The recent decision by the Town of Gaspé to stop providing written material in English feels like a big change for many anglophones and serves as a strong reminder of the challenges that Bill 96 brings. 

What is Bill 96? 

In June 2022, the Quebec government passed a new law, Bill 96, essentially an amendment to the Charter of French Language, to promote the use of the French language in Quebec and to affirm that French is the common language of Quebec. 

The Coalition Avenir Québec (CAQ) government’s latest attempt was to increase French in Quebecers’ everyday lives. It builds on Bill 101, Quebec’s original language charter, but with stricter rules. Under Bill 96, businesses with 25 or more employees must operate mainly in French. Public documents, municipal communications, and signs must prioritize French, limiting the use of English. Government services in English will only be available to those who qualify as members of Quebec’s recognized English-speaking minority. 

Certain groups are exempt from Bill 96, such as historic Anglophones, so Quebec residents have the right to receive education in English. These are generally people who attended English schools in Canada or whose parents did. Exemptions also apply to Indigenous people. Immigrants can access services in English for up to six months after they arrive in Quebec. After these six months, they are expected to use French services. 

People who ask for English services must “attest in good faith” that they qualify as one of the three exceptions. 

When the Town of Gaspé shared that it would no longer provide public materials in English, the news rippled through the community, hitting close to home for many anglophones not only in the Town of Gaspé but also in other municipalities along the coast. For decades, English-speaking residents have balanced life in a bilingual region, relying on municipal updates, public notices, and services to stay informed and connected. 

For many, this issue isn’t just about language, it’s about feeling included, heard, valued and informed in a place they’ve called home for generations. When reached by SPEC, Jessica Synnott, Executive Director of Vision Gaspé-Percé Now, wanted to reassure the community that her organization is stepping up. “Vision Gaspé-Percé Now will work closely with the Town (of Gaspé) to ensure communications to the public are translated regularly. We are going to try to translate what we can and prioritize documents, and mainly publish them on our (Vision Gaspe-Perce Now) Facebook page and possibly distribute them during some activities,” explains Ms. Synnott. 

The Mayor of Gaspé, Daniel Côte, shared a message on his Facebook, thanking Vision Gaspé-Percé Now for stepping up to help, “Jessica offered to share municipal information, translated by their services, with our English-speaking citizens and organizations. I immediately accepted this helping hand from our partner organization. The Town of Gaspé has lost the right to communicate in English with its residents (except in specific cases) and cannot do so indirectly either… But an organization can, of its own accord, translate our public information! This will undoubtedly provide some relief to our English-speaking community, who deserve to be kept informed, as one of the three founding peoples of our town.” Mr. Côte wrote. 

Ms.Synnot tells SPEC that accessing important services and information in English was already a challenge, and now those challenges are growing. “One area of concern is navigating government services. The biggest impacts are with government services, RAMQ (Régie de l’assurance maladie du Québec) being the one we are hearing the most frequently. Although there is service in English, it is extremely hard to navigate,” explains Ms. Synnott. 

Vision Gaspé-Percé Now is working to help anglophones affected, adding to initiatives they’ve worked on in the past, such as the “Mellow Yellow” initiative, launched in 2006 in partnership with the health system. “With this program, health workers who can serve users in English are identified with a yellow stripe on their name tag,” Ms. Synnott shared, “To navigate the current obstacles, Vision can offer individual support to community members to help them with accessing services in English.” 

The organization also collaborates with government agencies to advocate for English speakers. “Vision works closely with various levels of government, such as the Secretariat for Relations with English-speaking Quebecers, to identify obstacles for the English-speaking community and work towards solutions,” Ms. Synnott explained. 

Vision Gaspé-Percé Now remains committed to ensuring the anglophone community retains access to resources and opportunities. “We will continue working with our partners to support them in their offer to the English-speaking community as well as offering our own programs,” states Ms. Synnott. 

Bill 96 brings changes that affect anglophones, businesses, and community organizations in Quebec. To learn more about Bill 96, visit the Government of Quebec’s website

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 Town of Gaspé will communicate less in English 

Local Journalism Initiative / / / , , ,

Nelson Sergerie, LJI Journalist

 GASPÉ – The Town of Gaspé will have to comply with Bill 96 in its communications with its citizens, which must be done exclusively in French, except in certain specific cases. 

The new version of the Charter of the French Language requires the Town to end its communications in English since the municipality does not have bilingual status and cannot obtain exceptional status. 

“Gaspé does not have bilingual status. To obtain it, you had to ask for it and have more than 50% of the population who were English, at the time in question,” notes Mayor Daniel Côté. 

In the 1940s and 1950s, half of Gaspé’s citizens were English-speaking. According to the elected official, the proportion of English speakers in Gaspé is now around 13%. 

“Out of respect for the three founding peoples: French, English and Mi’gmaq, we have always made the maximum possible communications in both official languages. As of now, we can no longer communicate in English, except for a few aspects,” notes the mayor. 

“In our linguistic communication policy, we have made it as broad as possible to respect the English-speaking community that partly built this town. Anything that concerns public safety, we will not leave anyone in danger, regardless of their language,” indicates Mr. Côté. 

The Act allows financial and tourist information to be communicated in English as well. There are other elements that have an exceptional status also. 

“We will notify the English-speaking population in the coming weeks, who are used to receiving almost all communications in their language. We will inform them that, unfortunately, we can no longer do so under the law. I know that this will create discontent among the English-speaking population, but we will no longer be able to do what we have been doing for years,” concludes the mayor. 

The public announcement of these government directives provoked several negative reactions on social networks. 

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