Last week, the Saint John Regional Hospital in New Brunswick has apologized to a French-speaking couple from Campbellton in the same Provence, who filed a complaint they were not offered proper medical service in French.
The francophone couple from northern New Brunswick, Annelle and Romain Bouchard, spent 21 days at the hospital last 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, Mrs. Bouchard said she had to depend on help of family members of other patients who were bilingual, to translate for her.
Dr. Marc Pelletier, the cardiac surgeon, said the hospital is now taking necessary 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 state. "This information will be listed on their charts".
He also said that the hospital is 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 center in Saint John.
"The heart centre has a mandate and a "moral obligation" to service patients in their language", Pelletier said.
Approximately 50 percent 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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