Language Assistance Services Policy

Transcription

1 Language Assistance Services Policy PURPOSE To provide 24 hour interpretation service for non-english speaking persons. POLICY The hospital attempts to eliminate communication barriers between hospitalstaff and patients by utilizing interpreter services described in this document. An agreement with Cyracom Language Services is in place to provide 24-hour availability of interpretation service. Specific details are outlined on the handset of the language line phone. All patient care areas and ancillary service areas have signage available which will communicate the availability of interpreter services. PROCEDURE Cyracom Language Services Accessing a Medical Interpreter Using ClearLink The Blue Phone TM for Medical Interpretation Plug ClearLink into an analog (single line) phone jack. Pick up the left handset to get a dial tone. Press the blue button labeled ACCESS or dial When prompted, press the white button labeled ACCT/PIN. Say the language you need. Select if you would like to add an additional person to the call. When the interpreter comes on the line, give the interpreter a brief explanation of the call. Pick up the second handset and pass it to the patient.

2 Language List Acholi Farsi Krio Serbian Afrikaans Finnish Kurdish Serbo - Croatian Albanian French Lao Shanghainese Amharic French Creole Lithuanian Slovak Arabic Fukienese Maay Somali Somali Armenian Fulani Macedonian Spanish Assyrian Georgian Malay Swahili Azerbaijani German Malayalam Tagalog Bambara Greek Mandarin Taiwanese Bengali Gujarati Mandingo Tamil Bosnian Haitian Creole Marshallese Telugu Bulgarian Hausa Mien Thai Burmese Hebrew Mixteco Tibetan Cambodian Hindi Mongolian Tigrigna Cantonese Hmong Navajo Tohono O odham Cebuano Hungarian Nepali Toishanese Chaldean Ibo Nuer Tongan Chinese Ilocano Oromo Turkish Chuukese Indonesian Pashto Twi Croatian Italian Polish Ukrainian Czech Japanese Portuguese Urdu Dari Kanjobal Punjabi Vietnamese Dinka Karen Romanian Wolof Dutch Korean Russian Yiddish Ewe Krahn Samoan Yoruba Additional Person Anytime Option With this option, in addition to having the interpreter and the patient on the call, you can conference in another person. You can also use this option to make outbound calls to a patient with the interpreter on the line with you. To add the additional person at the start of your interpretation session: Press 1 when prompted if you would like to add an additional person to the call. Follow the prompts to enter the person s phone number. When the interpreter greets you, say you are adding an additional person. Give the interpreter the name of the person you are calling and the purpose of the call. Press 1 when you are ready to connect the additional person to the call. To add an additional person when the interpretation session is already in progress: Press *8 to be prompted to enter the additional person s phone number, or ask the interpreter to add the additional person for you. Identifying Your Patient s Working Effectively with a Medical Interpreter Allow the interpreter to greet you and to provide an interpreter ID number. Write the interpreter ID number in the patient s file or progress notes for documentation. Provide the interpreter with a brief explanation of the call. Allow the interpreter to introduce him/herself to the patient. Speak directly to your patient and make eye contact. Speak in the first person. Use short but complete phrases. Avoid slang, jargon or metaphors. Allow the interpreter to clarify linguistic and cultural issues. Remember that everything is repeated and kept confidential.

3 Hearing Impaired Patient The following aids are available to assist the hearing impaired patient: Pad and pencil for communication Telephone Device for the Deaf (TDD) as a communicator Amplified telephone handsets Closed captioned television Charges for the services of an interpreter are billed to and paid by the hospital. Interpreters are called at the patient s request. To respect the patient s right to privacy, family members or friends are not used as interpreters unless the patient requests. Assessment of a patient s hearing impairment is documented in the record to alert all caregivers so that special needs can be addressed when delivering care. All patient care areas and ancillary service areas have signage posted regarding the interpreter services available (Addendum A). PROCEDURE TDD Units - located in Emergency Department and at the PBX Station. 1. For a hearing impaired person to communicate via telephone to a person with a TDD outside the facility, the TDD may be taken to the patient s room. For the patient to dial out, a regular phone (the patient s phone will not work) needs to be brought into the room. 2. The receiver is placed in the cradle and the person s TDD phone number dialed. The patient and person called can then communicate via taped messages on the TDD. 3. If a hearing impaired person with a TDD calls into the PBX via their TDD, the operator may speak to that person via typed messages via the TDD. Amplified telephone handsets - located at the PBX station - call for use. Closed captioned television call engineering for set-up Sign Language Service When a hearing impaired person arrives at the hospital and a sign language interpreter may be needed: 1. Get the name of the patient, preferably by writing on paper Your name? 2. Access the Video Remote Interpreting (VRI) program on any computer on wheels. Access through Cyracom link on computer on wheel. Select American Sign Language

4 Visually Impaired 1. The staff will ready fully, upon request, and provide assistance, if necessary, in completing consent forms, financial responsibility forms, advance directive forms, and other documents. Any witnessed mark, such as an X, is considered an appropriate and legal signature. 2. The staff will orient the patient to the physical layout of the room, including the location and operation of the call light. 3. LA PALMA INTERCOMMUNITY HOSPITAL can make necessary accommodations for a vision impaired/blind patient who uses a service animal. For patients who are deaf-blind, a TDD unit will be provided for use Braille Institute Orange County Regional Center 527 N. Dale Ave., Anaheim, CA Phone (714) Facsimile (714) ocbrailleinstitute.org Hours of Operation: Monday Friday 8:30 5:00 p.m.

5 DOCUMENTATION/ADDENDA Cyracom Language Services Quick Reference Guide (Addendum A)

6 Identifying Your Patient's Language OCYRACOM

7 INTERPRETER SERVICES The following services are available to all patients and families requiring communication assistance: LANGUAGE INTERPRETATION 24 hour telephone interpreter service through Cyracom Language Services are available using designated Cyracom Language Services Phones located in patient care areas. Instructions for use are listed on the handset. HEARING IMPAIRED SERVICES Hearing impaired interpreter services COMMEND at or for after hours or Relay Operator at Telecommunication Device for the Deaf (TDD) located at the PBX station and Emergency Department Amplified telephone handsets available at the PBX station Closed Captioned television available via Engineering Department Questions or concerns may be referred to : California Department of Public Health Licensing & Certification 681 S. Parker Street, Suite 200 Orange, California TDD (Relay Operator for TDD)