The Saint John Regional Hospital has apologized to a francophone couple from Campbellton, N.B., who complained they had trouble getting medical service in French.
Annelle and Romain Bouchard, a French-speaking couple from northern New Brunswick, spent 21 days at the hospital in November.
While Romain developed complications during his heart treatment and was near death, Bouchard said she wasn't able to find anyone on staff who could explain what was happening in French.
On a number of occasions, Bouchard said she was forced to find family members of other patients who were bilingual to translate for her.
Dr. Marc Pelletier, the cardiac surgeon, said the hospital is taking steps to avoid future language problems.
"We've already called back every one of our patients who is on the waiting list to identify their preferred language," Pelletier said, adding the information will be listed on their charts.
The hospital is also establishing a paging system that will ensure a translator is close at hand, he said.
Patients from all parts of the province who need cardiac care go to the heart centre in Saint John.
The heart centre has a mandate and a "moral obligation" to service patients in their language, Pelletier said.
Approximately 50 per cent of the nurses at the hospital are certified as bilingual, he said, and several members of the staff are currently taking language training.
Pelletier said he is sorry the Bouchards had an unfortunate experience at the hospital but said it was a rare situation.
About 95 per cent of the communication with the Bouchards during their stay was in French, he said, but there were at least two situations where it was not promptly provided.
"People are trying so hard," Pelletier said, "and to have people come up to me in the hallway and say, 'You know, I really was trying. I was speaking to them in French every day. It's kind of my broken French and to have this come out, is this my fault?' To explain to that nurse, 'No it's not your fault. You did a great job.'"
Most francophone patients who are treated at the hospital leave having had a good experience, he said.
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