Inclusive Communication the Key to Better Eye Care

Emphasizing the need for effective communication, cultural competence, and accessibility in patient care are critical to addressing language barriers within eye care clinics, including challenges presented with communicating with non-native English speakers and nonverbal patients, according to a presentation at the Southeastern Congress of Optometry (SECO) 2025.1

One in 15 people have limited English proficiency, with Spanish being the most common non-English language spoken. | Image credit: Coetzee/peopleimages.com - stock.adobe.com

As a hospital clinician in New Orleans and a clinical adjunct at Pacific University, Breanne McGhee, OD, PhD, MEd, the core speaker as well as a primary care and pediatric optometrist at Ochsner Health, outlined the prevalence of language barriers in the US, noting that 1 in 15 people have limited English proficiency, with Spanish being the most common non-English language spoken.2 She discussed the challenges of communicating with Spanish-speaking patients and underscored the legal and ethical concerns of relying on family members, particularly children, for medical interpretation.1

“If you're telling mom that she has glaucoma and the kid’s like, 'Oh man, you have something bad going on,' that can take an emotional toll on kids when we're asking them to take on such an adult role,” McGhee warned.

McGhee highlighted the role that medical interpreters working within clinics can play in improving patient compliance, reducing errors, and enhancing satisfaction, citing a study from the Medical College of Wisconsin to reinforce their positive impact.3 She distinguished between translators, who handle written text, and interpreters, who facilitate verbal communication.1

To address language barriers, she recommended scheduling interpreter services in advance, utilizing visual aids, and leveraging technology such as Google Translate to help when communicating with patients who speak more rare languages. She also advocated for the teach-back method to ensure patients understood their treatment plans and stressed the importance of providing written materials in patients' preferred languages.1,4

“We never want to dumb things down for patients when talking about glaucoma, macular degeneration, or cataracts, but we want to educate them, empower them, and build them up,” McGhee said. “Also, this is a way in which we're able to advocate for our patients inside and outside of the clinic. So, if we're seeing something, like a need or that's not being addressed or met, for these patients, we're able to provide that care and also advocate again for them outside of our clinical aims.”

Addressing the unique challenges faced by non-verbal and elderly patients, McGhee explored the use of communication boards and non-verbal cues for individuals with disabilities, autism, or cognitive decline. She highlighted the importance of addressing social determinants of health and providing financial resources for patients struggling with health care costs. Additionally, she discussed strategies for overcoming ageism and cognitive challenges among elderly patients.

“If we have our elders that are presenting a clinic, you [often] hear them say, ‘I just feel so dismissed when I go to the doctor. No one hears my concerns.” Take your time with them. Provide short resources with simple language when talking to them about their issues. Give them time; they may need you to speak up a little bit louder, get closer to them, maintain eye contact, and connect with them.”

Throughout her presentation, McGhee emphasized the importance of building trust and rapport through empathy, body language, and caregiver involvement. She concluded by encouraging participants to implement staff training, incorporate visual aids, and foster a sensory-friendly environment. She reinforced that a warm smile and compassionate communication could transcend language barriers, ultimately improving patient care and health outcomes.

“Keep in mind that we are the voices of our patients. Even for those for whom we may not be able to understand their language, we are still their advocate.”

References

1. McGhee B. Now you're speaking my language: overcoming challenging language barriers in optometric practices. Presented at: SECO 2025; February 26-March 2, 2025; Atlanta, GA.

2. Pillai D, Artiga S. Overview of health coverage and care for individuals with limited English proficiency (LEP). KFF. July 7, 2023. Accessed March 1, 2025. https://www.kff.org/racial-equity-and-health-policy/issue-brief/overview-of-health-coverage-and-care-for-individuals-with-limited-english-proficiency

3. Florres G. The impact of medical interpreter services on the quality of health care: a systematic review. Med Care Res Rev. 2005;62(3):255-299. doi:10.1177/10775587052754

4. Teaching the 'teach-back' method in nursing. Jones & Bartlet Learning. April 8, 2024. Accessed March 1, 2025. https://www.jblearning.com/blog/jbl/2024/04/08/teaching-the-'teach-back'-method-in-nursing