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Welsh speakers must be treated with respect and dignity by health professionals, says Elen Jones, principal policy advisor at the RPS in Wales

A RECENT INQUIRY into the use of the Welsh language in primary care settings has found evidence that Welsh speakers are not always being treated with dignity and respect by healthcare professionals.

The Welsh Language Commissioner's report, 'Your Language, Your Health', drew attention to situations where lack of courtesy can be interpreted as discrimination. One of the incidents cited was a patient who phoned the GP out-ofhours service after she had an accident. €The response I had was vile. They asked for the name of the patient, and I said [my name] and they said 'how do you spell that?'. I spelled my name out three times and the response was 'that's not a name; it's a meaningless jumble of letters'.€

Adhering to professional standards

The Welsh Language Commissioner wants professional bodies like the RPS to highlight the implications of failing to treat Welsh speakers with dignity and respect, and of failing to recognise their identity and needs. Our web page at www.rpharms.com/support-resources-a-z/use-of-the-welshlanguage- in-pharmacy.asp gives practical guidance and provides a link to professional standards.

Bilingualism is an integral feature of Welsh life and patients are going to feel more at ease when speaking their mother tongue. As the report highlights, however, you don't have to be a Welsh speaker to engage with patients who are. You just have to listen, respect that their preferred language is Welsh and bear that in mind when tailoring your advice.

Pharmacists speak to people all day to ensure they understand their medicines €“ but people stop listening if they don't feel they are being treated with dignity. It's vital that we use our communication skills to ensure that all patients are treated with respect and dignity and that patient safety is never compromised.