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16 June 2023

The task of an intercultural mediator in healthcare and welfare is to help overcome language and cultural barriers and tensions that arise due to cultural differences.

We asked an intercultural mediator from Foyer vzw with over a decade of work experience what she thinks are the most important competences that she puts to use in her work.

“First and foremost, compassion and understanding. You have to be willing to put yourself in the shoes of the person seeking help and get to know his or her world from the inside. Only then can you truly build a bridge between that lived reality and the reality of healthcare or counselling. Of course, you also need to have a thorough knowledge of the services and institutions where you will be mediating. You need to know how they work to be able to explain that well to the patient or client. As a mediator, I usually arrive at the appointment a little early, when the patient or client is already there. Very often I then get questions like “What can I expect?” “I have an appointment for a ‘stress cardiography’, but what will they actually do to me?” and so on.” 

To take up one’s role as intermediary, it is also important that both parties trust you as an intercultural mediator. We ask our mediator how she works to build that relationship of trust.

“When we introduce ourselves, we always mention that we are bound by professional confidentiality and, if necessary, we will also explain to the patient or client what exactly that means. The day before yesterday, for instance, I was at the breast clinic for a cancer patient whom I also know personally. After the consultation, we got on Tram 9 together at the hospital stop and there a mutual friend saw us. She later asked me, “Were you at the hospital to translate for [that friend]?” I replied, “Yes I was, but don’t ask me for what reason.” Being discreet is hugely important. Furthermore, you must be able to show both the care professional and the client or patient that you have translated everything completely and correctly. There should be no doubt whether the message has come across – in both directions.” 

The mediators of Foyer’s ICB service do their interventions in the broad care and welfare landscape of Brussels. This means that they not only have to know the social map well, but also have to be familiar with the terminology of the sector. We will discuss this in more detail in the next section.

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