Tips: Several groups suggest ways forward. Listen for which steps the speaker names as their own.

Why the other options are wrong:

• Care must improve through phone interpretation, translated papers and staff training.: Phone interpretation and translated papers are the administrators' cheaper idea. The speaker names telehealth interpretation and regional centres instead.
• Care must improve through staff training, regional centres and Indigenous-language care first.: Indigenous language advocates raise Cree, Inuktitut and Ojibwe. The speaker's plan does not put these languages first.
• Care must improve through telehealth, regional centres and French service matched to demand.: Linking service to demand is the argument of administrators in Alberta and Saskatchewan. The speaker does not tie the plan to local demand.

Correct Answer: They can have life-threatening consequences for patients.

Why this is correct: The advocacy groups argue that language barriers can have life-threatening consequences. Their evidence is complaints, a study and a doctor's cases.

Tips: Several sources describe harm from language barriers. Match each claim to the group that makes it.

Why the other options are wrong:

• They raise hospital costs through readmissions and longer stays.: Readmission costs come from the Commissioner of Official Languages report. That report answers the cost argument later in the talk.
• They can be managed with phone interpretation and translated papers.: Phone interpretation and translated papers are suggested by some on the administrators' side. The advocates do not say this.
• They make patients more likely to miss their follow-up appointments.: Missed follow-up appointments are part of the Commissioner's report. The advocates talk about danger to patients' lives.

Correct Answer: Proof that second-language patients misread medicine instructions more.

Why this is correct: The study found that francophone patients treated in their second language were 24 percent more likely to misunderstand medication instructions.

Tips: This side uses three kinds of evidence. Note what each one measured and who produced it.

Why the other options are wrong:

• Proof that second-language patients get more wrong diagnoses.: Wrong diagnoses come from Dr. Rousseau's cases. The study measured how often patients misunderstood medication instructions.
• Proof that elderly patients misread medicine instructions more often.: The study looked at francophone patients treated in their second language, not only elderly ones. Elderly patients come up in Dr. Rousseau's cases.
• Proof that miscommunication raises hospital readmission costs a lot.: Readmission costs come from the Commissioner's report. The study measured misunderstanding of medication instructions.

Correct Answer: French-language services cost too much for the demand they serve.

Why this is correct: Administrators say full French service costs too much for the demand. The Commissioner's report answers this efficiency argument with the cost of miscommunication.

Tips: When a report is said to challenge an argument, ask which group made that argument and what it was about.

Why the other options are wrong:

• Bilingual nursing jobs take too long to fill in the north.: Slow hiring comes from the Ontario Hospital Association data. The report challenges the cost argument, not the hiring figures.
• Indigenous languages should come before French in the north.: Indigenous language advocates want their languages included, not put first. The Commissioner's report does not respond to them.
• Language barriers can lead to misdiagnoses and late treatment.: This is the advocates' point. The Commissioner's report supports it rather than challenging it.

Correct Answer: Firmly against the status quo, but realistic about what can be done.

Why this is correct: The speaker calls the status quo unacceptable, which is a strong word. The speaker also says solutions must be realistic and a full mandate is not practical yet.

Tips: Listen to how strong the speaker's judging words are, and what the speaker says about change.

Why the other options are wrong:

• Mildly unhappy with the status quo, and realistic about what can be done.: The speaker is not mildly unhappy. The speaker calls the status quo inadequate and unacceptable.
• Firmly against the status quo, and impatient for a full mandate now.: The speaker does not want a full mandate now. A full mandate is called neither practical nor financially sustainable in the short term.
• Mildly unhappy with the status quo, but hopeful a full mandate will come.: The speaker is strongly critical, not mildly unhappy. The speaker also does not express hope for a full mandate.

Correct Answer: Bilingual staff are hard to recruit outside big centres.

Why this is correct: The speaker does not give a reason directly. But bilingual staff are very hard to recruit outside major centres, and telehealth can reach patients without them.

Tips: Connect the speaker's plan with a problem described earlier in the report.

Why the other options are wrong:

• The Commissioner found that it cuts readmission costs.: The Commissioner's report measured the cost of miscommunication. It did not test telehealth or any other solution.
• Indigenous advocates asked for it in northern areas.: Indigenous advocates asked for access in Cree, Inuktitut and Ojibwe. They did not ask for telehealth.
• Francophone groups said it works better than staff.: The francophone groups describe harm from language barriers. They never compare telehealth with hiring staff.