NS-LIJHS Southside Hospital. Language Access Services Interpreters Department

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Annabel Richard
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1 NS-LIJHS Language Access Services Interpreters Department

3 Interpretation Services -Since Undertake the language need of the growing community - Changing demographics of the community (South shore)

4 Language Access Services Federal and State Regulations

5 Language Access Services Federal and State Regulations -Title VI of the Civil Rights Act of National Standards for Culturally and Linguistically Appropriate Services in Health Care (Office of Minority Health) CLAS Standards - NYS Patient Bill of Rights

6 Cont. -NYS DOH Title 10 of the New York Code of Rules and Regulations (10NYCRR), Section Patient s Rights - Joint Commission recommendations for LEP patients - NS-LIJ Health System Policy (March 2007, rev. 2012)

7 Qualifications for Medical Interpreters JC*

8 Qualifications for Medical Interpreters JC* Standard HR The hospital defines staff qualifications Element of Performance (HR ) 1. The hospital defines staff qualifications specific to their job responsibilities. New Note 4: qualifications for language interpreters and translators may be met through language proficiency assessment, education, training and experience. The use of qualified interpreters and translator is supported by the ADA of 1973 and the Title VI of the Civil Rights Act of (Inclusion of these qualifications will not affect the accreditation decision at this time) * Joint Commission 9/18/2011. The Joint Commission accredits and certifies more than 19,000 health care organizations and programs in the United States. Joint Commission accreditation and certification is recognized nationwide as a symbol of quality that reflects an organization s commitment to meeting certain performance standards.

9 Who do we serve? Why is it important? How do we do it?

10 We serve Limited English Proficiency (LEP*) and Deaf and Hard of Hearing Patients * A LEP individual is a person who is unable to speak, read, write or understand the English language at a level that permits effective interaction with health and social agencies and providers (US Department of Health and Human Services, 2000).

11 Why do we need these services? Patient Centered Care Patient Safety

12 Interpreters Department Hospital Language Manager reports directly to senior Administration (JC recommendation) 11 Spanish trained interpreters 5 Full timers 5 Part timers 1 Per Diem In the process of two more positions

13 Interpreters Department (Cont.) Monday Friday 24 hours Saturday and Sunday from 6am 12am Telephonic Interpretation 180 Languages 24/7 (Pacific Interpreters)

14 Interpreters Department (Cont.) Qualified American Sign Language Interpreters upon request; in an emergency situation 20-30mins. response time. Other languages Medical onsite interpreters upon request when telephonic interpretation is not suitable for the patient Other services Touch bells, picture communication books, pocket talker

15 LEP signage at every unit and main points of entrance

16 Patient Bill of Rights signage at every unit and main points of entrance

17 NSLIJ Vitals Documents & Consents Albanian, Chinese, Farsi, French, Greek, Haitian Creole, Hindi, Italian, Korean, Polish, Russian, Spanish, Tagalog, Urdu.

18 Interpreters Department Hiring & Training Process Third party testing (Pacific Interpreters) Medical Interpreter Skills Assessment (MISA) Short answer questions Standards and Code of Ethic Pre-script conversation (role-play)

19 Pacific Assessment Fluency in English Healthcare Context Terms Fluency in Target Language Conversion Skills Standards of Practice Interpreter Ethics Medical Terminology

20 MISA Assessment Report RATING SCALE OUTSTANDING 100% - 95% COMPETENT 94% - 80% TRANSITIONAL** 79% - 70% BEGINNER 69% OR LOWER ** Pacific Interpreters recommends a minimum Bilingual Fluency score of 70%

21 Ensuring efficiency and compliance at Southside Hospital for Language Access Services

22 Ensuring efficiency and compliance at Southside for new employees First week: Code of ethics, Standards of Practice, Medical Terminology & Protocols (22.5 hrs. ) Second Fourth week: Shadowing a senior interpreter (112.5 hrs.) Fifth week: Individual assignments for interpreting

23 Ensuring efficiency and compliance at Southside for current employees Monthly Quizzes Protocol Checklist: based on the National Code of Ethics for Interpreters in Healthcare and National Standards of Practice

25 by the numbers

26 NSLIJ More than 120! translations since 2010 (grade 6 th level)

27 Interpretations 2010: 14, : 19, : 21,643 (October)

meet the needs of our diverse community and patient population.

28 North Shore-LIJ Health system Office of Diversity, Inclusion and Health Literacy The Office of Diversity, Inclusion and Health Literacy has developed a comprehensive language assistance program to meet the needs of our diverse community and patient population. Program Manager Language Access Services Language Access Coordinators monthly meeting LEP policy at system level Sign Language Interpretation Services

29 Goals January /7 Spanish medical interpreters coverage Outreach community Health fairs Spanish Club for non native speakers

30 Vinny Aguilar Language Access Services Manager Interpreters Department NSLIJ Tel Fax: Mobile:

Language Access Services Policy and Health Care Interpreters. David Cardona, MD, MPH Language Access Services Coordinator

Language Access Services Policy and Health Care Interpreters David Cardona, MD, MPH Language Access Services Coordinator Equity and Inclusion Presentation Overview Language Access Services Policy Definition