The idea of undergoing surgery can feel overwhelming, and when language barriers are thrown into the mix, it can become even more daunting. Oak Valley Health serves a diverse community, welcoming individuals from various cultural backgrounds and languages. This diversity is not only reflected in our patient community but also mirrored within our dedicated staff. Our collective ability to bridge cultural gaps and foster connections is what truly sets us apart.
Mrs. Qi Wang’s experience at Markham Stouffville Hospital exemplifies the culture of care that our people demonstrate every day.
When Mrs. Wang suffered a fractured hip, her family brought her to the emergency department at Markham Stouffville Hospital. It was quickly determined that her injury would require surgery. Mrs. Wang, who originally hails from China, had never had a surgical procedure done before, and was reluctant to do so. She feared there would be complications and she didn’t want to become a burden to her family. Adding to her apprehension was the fact that she didn’t speak English, making it difficult for her to fully comprehend the urgency of the situation. Despite her family’s pleading, Mrs. Wang was adamant that she did not want the surgery.
That’s when Fei Wang, a surgical nurse at MSH, stepped in to make a difference. Fei, who also originally hails from China, took the time to listen to Mrs. Wang’s concerns and was able to speak with her and answer those concerns in her native language, Mandarin. She walked Mrs. Wang through the risks and benefits of the surgery and what it would mean to her quality of life. Going the extra mile, she even scoured the Internet for a Mandarin-language video that could help demonstrate the procedure to Mrs. Wang and help alleviate her fears.
Fei, who arrived in Canada in 2018 as an international student, shared her own personal story with Mrs. Wang. “I said I’m new here too,” she explains. “I told her, ‘One day, I may choose to retire here, so I need this health care system to work for me too. That’s why I treat you like I would want to be treated. This was very meaningful to her.’”
Drawing connections
Through her patience and reassurance, Fei managed to build trust with Mrs. Wang and gave her the confidence to proceed with the surgery. Their shared language and cultural background were important factors in building a connection.
Another individual who left a lasting impression on Mrs. Wang was Dr. Kevin Koo, the orthopedic surgeon who performed her procedure. Dr. Koo took the time to thoroughly explain the surgical options available to her, even going so far as to provide hand-drawn sketches detailing various aspects of the surgery.
“For me, it’s about spending time with patients,” says Dr. Koo, “My principle is, not to rush them, to make sure they have all their questions answered. I want to be sure that they’re comfortable before going in.”
Thanks to the collective efforts of the MSH team, Mrs. Wang underwent a successful surgery and was able to return home the following week.
Tony Wang, Mrs. Wang’s son, expresses his gratitude for the compassionate care that his mother received. “I want to say thank you to all of you, sincerely. We are proud to live in Markham Stouffville and to have such an excellent hospital to care about the public’s health care.”
