A Needs Analysis for Communication by Pharmacists in a Multilingual Setting: First Steps Towards Syllabus and Materials Design

Abstract

Despite the efforts to manage South Africa's language and culture diversity, in practice, the linguistic landscape has become increasingly English. This is problematic in contexts such as rural areas where people are not able to communicate in English, and communication on even a fairly proficient level is not a given. Medical contexts, in particular, may create critical situations of practical (life or death) importance, as healthcare professionals are not necessarily trained or equipped to communicate in an efficient and culturally sensitive manner. Moreover, healthcare communication challenges are manifold because of the diverse views on the nature of a medical encounter. This article reports on the first empirical steps taken to bridge the communication gap between patient and medical practitioner (specifically pharmacists). These steps include identifying an appropriate theoretical framework, developing and conducting a needs analysis (among 255 pharmacists who are experts-by-experience), and designing a syllabus and course materials. The findings show that most respondents experience communication in a foreign language to be significantly more problematic than communication in general. Additionally, the qualitative data suggest that support is needed especially for African languages. Language learning materials should cover a wide range of professional topics supplemented with a communication module focusing primarily on history taking and Van de Poel, Van Dyk, Gasiorek

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