Interpreter Services. Diversity & Inclusion Division

Size: px

Start display at page:

Download "Interpreter Services. Diversity & Inclusion Division"

Marshall Robinson
6 years ago
Views:

1 Interpreter Services Diversity & Inclusion Division

2 Interpreter Services What are interpreter services and who are they for? The use of trained, qualified interpreters ensures meaningful access to all level and types of healthcare services for individuals who are limited-english proficient (LEP) or Deaf/Hard of Hearing (HOH) who have a preferred language other than English when discussing medical or other important information. 2

3 Interpreter Services Why does KentuckyOne Health provide interpreter services? To meet legislative, regulatory & accreditation mandates Joint Commission Title VI/ADA/CLAS Standards To respond to patient needs To address health disparities To minimize risk from liability and malpractice claims To increase quality and safety of care To reduce length of stay and risk of readmission Increase patient follow-up and compliance, improving outcomes

4 Interpreter Services FY16 13,775 Face to Face 31, Video Remote Over the Phone 45,244 Total Encounters

5 Interpreter Services FY16 Most Encountered Languages Louisville Market Spanish Arabic Somali Nepali American Sign Language Central/Eastern Market Spanish American Sign Language Arabic Albanian Mandarin

6 Resources

7 Resources It is not appropriate to rely on untrained individuals as the primary source for bridging communication barriers during medical encounters with individuals who are deaf or who speak a language other than English. ~ The Joint Commission, A Roadmap for Hospital, 2010 Untrained/Ad hoc Individuals include: Family Friends Staff Providers No one under the age of 21 may be used as an interpreter or translator for any communication with clinical, financial or legal implications. *** EXCEPTION: An emergency involving an imminent threat to the safety or welfare of an individual or the public where there is no qualified interpreter for the LEP individual available

8 Videos Dangers of family members as interpreters Why children should NEVER be used as interpreters What do to if a patient refuses a hospital-approved interpreter?

9 Cases for review: Patient with dementia, preferred language is Vietnamese, recently extubated which has affected voice quality/volume. Patient s voice quality does not make him/her a good candidate for phone or video interpretation request a faceto-face interpreter until condition improves.

10 Cases for review: Walk-in patient, speaks Nepali, presents for standard chest x-ray. Use over-phone-interpreter services for registration and to explain chest x-ray procedures.

11 Cases for review: Deaf patient, uses American Sign Language, arrives at ED with injury to shoulder. Request face-to-face interpreter immediately (patient s ability to communicate will be hindered by shoulder injury), then use video-remote interpretation (if available) or write notes for initial assessment/registration ONLY while waiting for interpreter to arrive.

12 Cases for review: Spanish-speaking patient presents with life-threatening injury, accompanied by bilingual family member. Use an approved face-to-face interpreter if immediately available, if not, make the request and use the family member for communication ONLY until the life-threatening situation has passed.

13 Cases for review: Older patient who speaks Arabic, admitted to the hospital. He has difficultly hearing and asks that his adult son interpret for him. Use an approved face-to-face interpreter OR over-thephone/video-remote interpreter to listen to/observe the interpretation and confirm complete, accurate and effective communication with their patient.

14 Interpreter use MUST be documented ***Joint Commission Requirement*** What to document? Interpreter ID or Name Language Where to document? Consent forms (Anywhere near signature if space does not exist) Progress notes in chart i.e. iview under Communication in CERNER Examples: #34589 Arabic Interpreter ID/Name Language Jessica Cano, Staff Spanish Interpreter Interpreter ID/Name and Language

15 Important Contact Information FACE-TO-FACE INTERPRETERS or CONSULT WITH INTERPRETER SERVICES STAFF: URGENT NEEDS (less than 24 hours in advance) Louisville Market Interpreter Line: Central/Eastern Market Interpreter Line: FUTURE NEEDS Intranet/Language Services/Interpreter Request Form OVER-THE-PHONE INTERPRETERS: Dedicated equipment or ANY phone WORKING WITH AN INTERPRETER At the beginning of the call or session, briefly tell the interpreter the nature of the call/discussion. Speak directly to the limited English proficient individual, not to the interpreter, and pause at the end of a complete thought. Please note, to ensure accuracy, your interpreter may sometimes ask for clarification or repetition. 3-WAY CALL Use the conference feature on your phone, and follow the instructions above to connect to an interpreter. If you are initiating the call, get the interpreter on the line first, then call the limited English proficient individual. If you are receiving a call, ask the caller to Please Hold, and then conference in the interpreter.

Language & Cultural Services 2/24/2016 1

Language & Cultural Services 2/24/2016 1 Cultural Competency To be culturally competent doesn t mean you are an authority in the values and beliefs of every culture. What it means is that you hold a deep