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Table 2 Additional quotes from interviews

From: Experiences of Latinos with limited English proficiency with patient registration systems and their interactions with clinic front office staff: an exploratory study to inform community-based translational research in North Carolina

Theme Sample quotes
Registration of Latino patients’ surnames They [front office staff] didn’t have my names or last names written correctly. But they get annoyed because I don’t speak English. I told them and they got annoyed.
  I have two last names. For us, the first last name is the paternal one. But they [front office staff] put me down by my second last name, which is the maternal one. Sometimes when I call I give them the first one, but they have me down by the second one.
  They [front office staff] change my last name. They put the last one first and sometimes things get confusing.
Lack of Spanish language services When I call to make an appointment, they’ve hung up on me like 3 times while I’m waiting to speak with the interpreter.
  Some forms are in English and I don’t understand them. You start guessing. Sometimes the Spanish forms run out.
  They [front office staff] translate the forms but they’re not right. I understand a little English, but I don’t know how to write it. I have a lot of difficulty with that. Sometimes they put the translated words backwards or wrong.
  The clinic has very little personnel that speak Spanish, so I have to wait until there’s a translator. When I call, they put me on hold for a translator and the call cuts out; I have to call again.
  When I call to make an appointment they [front office staff] don’t speak Spanish. When they don’t understand me, I try to find somebody to help me. I have my 14-year-old son who helps me quite a lot, but now that he’s out of town… I think, “What am I going to do?”
  Sometimes you go to get a blood sample checked instead of for an appointment [but] we don’t understand each other because they speak English and I don’t.
  My daughter visits a cardiologist. They [front office staff] tell me that they don’t speak Spanish there and I have to take an interpreter.
  When we go to places [clinics] where there’s nobody who speaks Spanish, I have to take my daughter, so she can translate for me.
  I have to wait longer for someone to help me, for there to be an interpreter, they have to search for an interpreter, or get one over the phone.
Perceived discrimination and mistrust I felt discriminated because of the way they demand ID cards, like an interrogation.
  I always wonder why they ask for my ID but they don’t ask everybody, but since they speak English and I speak Spanish and I want to avoid a bad situation, I don’t say anything.
  The person that was there before, if I asked her things she got angry and answered me rudely.
  There are people that give you a nasty look, and others that act really nice. It just depends on who you get because there can always be a bad apple.
  It happened to me that one person who works doing registration was making fun of me. [He/she] had my sheet and shared it with another person. Why did [he/she] make fun of me, especially if I don’t know the language [English]?