The linguistic and cultural mediators’ experience interpreting doctor-patient communication: a qualitative study

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OBJECTIVE: Linguistic and cultural mediators in healthcare settings play a crucial role in facilitating communication between healthcare professionals and patients, especially in emotionally intense situations such as delivering serious diagnoses. Evidence suggests that mediators are exposed to significant emotional challenges, including the risk of burnout and psychological distress. This study aims to explore the emotional experiences of linguistic-cultural mediators in healthcare and identifies professional and organisational challenges based on their testimonials. METHODS AND MEASURES: This study qualitatively explores the experiences of 21 female mediators working in Italian hospitals. Participants completed an anonymous online questionnaire with prompts about their emotional experiences. Data were analysed using Braun and Clarke's inductive thematic analysis. RESULTS: Four main themes were developed: (1) "Managing boundaries between personal and professional areas", revealing the balance mediators must maintain; (2) "What remains inside", highlighting struggles in processing patients' suffering without support; (3) "Growing with and thanks to the profession", describing mediators' personal and professional growth despite challenges; (4) "Organizational and professional recognition issues", indicating the lack of formal recognition and clear role guidelines, leading to undervaluation. CONCLUSION: Findings highlight the need for emotional support and clearer professional frameworks to reduce mediators' psychological distress and enhance their effectiveness in healthcare.