Table 2 The burden of articulating need

Working out the way “in”

“…my daughter used to make the appointment, she used to talk about getting Dr. [doctor’s name] appointment. As he was Bengali, I didn’t need an interpreter. But on the previous visit, my daughter told me to do it as I have an appointment and go there. When I went there, I saw that there was an English doctor. Then I said that I don’t understand English, so I need an interpreter. Then they managed through the phone.” (144, Sylheti, F, 60)

M: Does the surgery you frequently visit provide information about their interpreter service? R: No. M Okay. R We never inquired about it, nor did they provide any information. We didn’t feel the need since there has always been someone accompanying us, so the need didn’t arise. (190, Urdu, F)

“M: So, when you set an appointment for yourself, didn’t they know that your English wasn’t good? R: They knew. That is written in our file. M: Did you ask for an interpreter? R: Yes. Firstly, they didn’t call for an interpreter and when they called for one, I didn’t like the interpreter that much…” (121, Sylheti, F, 50)

Navigating online booking systems

“Now appointments and everything other is done online, this is hard for me and my husband. Sometimes we get sick but cannot fill up form, then the children do it whenever they can make time as they are busy with their work.” (121, Sylheti, F, 50)

“M: Don’t you have anyone to help you with the online stuff? R: Yes, I have, but they are busy. And there are many problems which I cannot tell my relatives about. M: Okay. R: I want to talk to the doctor directly. The people at the reception should help me but they don’t, they ask me to get an online appointment.” (528, Sylheti, M, 45)

“I don’t call because if I call them, I don’t understand if I have to make an appointment, what do I have to say, sometimes I don’t understand, so my husband calls them and takes an appointment.” (209, Hindi, F, 38)