Clear Communication: Every Patient, Every Time

Submitted by Debbie Wood and Priyanka Choudhury

Highlights | Reducing barriers to care

• Interpreter Services supports care team members in providing effective, patient- and family-centered communication for every patient, every time.
• Effective communication is fundamental for safe and high-quality care for all patients.
• It’s also required by law.
• Our medical interpreters speak over 100 languages and dialects and provide free services for patients with limited English proficiencies or who are deaf or hard of hearing.
  
  

Prioritizing clear communication

Poor communication during clinic visits, inpatient stays and care transitions exposes patients to complications, distress and costly readmissions.​

Laws and regulations are put in place to provide effective care and communication. The Joint Commission requires hospitals to identify a patient’s preferred language for discussing healthcare, and to provide language interpreting and translation services, while Title VI of the Civil Rights Act and the Americans with Disabilities Act mandate equal access for patients with limited English proficiency and those who are deaf or hard of hearing.

Despite these regulations and laws mandating certified medical interpreters, there are known gaps nationally that can lead to the failure of accessible, culturally sensitive, high-value care for this growing population.

It’s important to be aware of our organization’s policies and procedures around using interpreter services. You can find the policy here. You can find the guide to accessing interpreter services here.

What you need to know about Interpreter Services

Interpreter Services supports patients and the care team
Interpreter Services helps patients, families and caregivers have meaningful conversations. Interpreter Services not only provides medical interpretation but also provides communication tools, like auxiliary aids or voice amplifiers for patients who are deaf or hard of hearing, and education for staff on how to use everyday terms rather than professional jargon. Plus, interpreters have training that helps them navigate cultural sensitivities or nuances so patients and care team members can communicate in a way that builds trust and mutual understanding.

Free interpretation services in 100 languages and dialects
We provide interpreter services to approximately 100 languages available by phone, video or in person. While in-person interpreters need to be scheduled ahead of time, video services are available on demand.

These services are free of charge to patients, family members and caregivers.