NextBack 1 Interpretative Services Computer-Based Learning Module Next

NextBack 1

Interpretative Services

Computer-Based Learning Module

Next

NextBack Page 2 of 30

Communication Barriers

Cultural and language differences create unique communication barriers.

Legally speaking, both Federal Law and Joint Commission require hospitals to provide services to those with limited abilities to communicate – this can include abilities related to sight, hearing, or the inability to speak a common language (like English). Patients have the right to appropriate assistance with these barriers.


OBJECTIVES:To stress the importance for hospital staff to respect the right and need of patients for effective communication:

Provided information is to be both age-appropriate and language appropriateProvided interpretation must address the needs of those with vision, speech, hearing, language and cognitive impairments

To enable the user to arrange interpretation for hearing impairment or language 24 hours a day. To enable the user to understand the Children’s Hospital telephone system conference calling option via the TRANSFER button.To enable the user to connect Incoming & Outbound patient/family calls to the appropriate interpretive service.


What is “appropriate assistance?”

Children’s Hospital has a procedure in place for dealing with communication barriers. This may include: live interpreters, telephone interpretive services, printed materials, Braille on internal signage, and steps for documenting the barriers and teaching techniques. All language services are still subject to HIPAA guidelines and a patient’s right to privacy!


The ProcedureOur procedure states …

“It is the philosophy of Children’s Hospital that all patients and families be provided with an equal opportunity for communication during hospitalization. Should a patient and/or family member be deaf or non-English speaking, the Social Work department assumes responsibility for the arrangement of Interpretive Services for inpatient, ambulatory care clinics, and the Emergency Department Services.”The procedure can be found by using ETCHNet and going to Administration documents. Then look for the Interpretation Services Procedure.


Flow ChartThere is also a flow chart to help you decided which kind of Interpretive service is needed. Follow this flow chart and work with Social Work to determine appropriate interventions. Live interpreters are available at this time for Spanish speaking families. The Flow Chart can be found using ETCHNet. Go to Nursing documents, and look for the Interpretation Services procedure.



Hearing Impaired Population

ETCH contracts with KCD (Knoxville Center for the Deaf)

Every state is required to use certified Signing Interpreters when sharing Legal or Medical information

The interpreters are arranged through Social Work during the day, and through the Nursing Coordinator when the Social Work office is closed.

Give the social work department as much notice as possible. With emergencies, KCD has a 30 minute response time.

ETCH does have 3 TDD/TTY (Telecommunications Device for the Deaf/Teletypewriter) devices. One is in the ER, and two are available to lend to patients/families. Information Systems keeps this one and it is available 24hours a day.

NextBack 9

Limited English Proficiency (LEP)

Definition: Inability to speak, read, write, or understand English at a level that permits effective interaction with health care providers.


Limited English Proficiency (LEP) Population

Federal Law requires Medical facilities to provide Interpretive services to every patient / family free of charge.Language interpretation may be provided In Person or by telephone.More than 97% of ETCH’s LEP population is Spanish speaking. The Social Work department has 3 FT Spanish Interpreters to meet In Person requests.Patients/families may have the right to bring their own interpreter; ETCH policy requires any Interpreter to be at least 18 years of age.


Limited English Proficiency patients/families…

Have a right to the same quality of care as any English speaking family. Have a right to be involved in any program or activity related to the family member’s care just as any English speaking family would.Have a right to know they can have interpretive services free of charge, or provide their own interpreter.

(Hospitals will lose federal support if they do not follow these rights…)


What we do at ETCH…

Over 80 Sharing Information brochures are available in Spanish.Hospital, Home Health and Rehabilitation Center documents and consents are also translated into Spanish.Audio recordings (Spanish and English) of the ETCH Parent Information Sheet are available in Admitting and Social Work Departments.


In-Person Interpretation Sessions at ETCH…

0

500

1000

1500

2000

2500

3000

3500

4000

4500

Fiscal Year

'04-'05'05-'06'06-'07'07-'08


If I have a Spanish speaking family…

and I need In Person interpretation…

(I need to discuss a complex diagnosis, have a patient care conference, teach a class etc.)

Contact Social Work Interpreter on Wave Ware Monday-Friday 7:30am-9:30pmSaturday and Sunday 1:00pm-9:30pm

During night shift (after 9:30pm) and Saturday and Sunday mornings, contact Light House Interpreters, Inc. at 748-7354 or 335-2246


Tips for Working with an Interpreter In-Person Session

Speak directly to patient or family member.Communicate directly with each other as if the interpreter is not there. Interpreters will relay information and communicate patient response directly back to you. Speak naturally, not louder and at normal pace, not slower.

SegmentsSpeak in one sentence or two short sentences at a time. Avoid breaking up a thought. Express the whole thought at one time if possible. This will help the interpreter. Interpreters will ask you to slow down or repeat if necessary. Pause to give interpreter enough time to deliver your message.


Tips for Working with an Interpreter In-Person Session

Ask if the patient or family member understands.Do not assume understanding. Some cultures may say ‘yes’ as you explain, but not necessarily understand its meaning. Also understand that lack of English does not automatically mean lack of education.

Avoid jargon and technical terms.To help the patient and interpreter better understand you, don’t use industry jargon, slang, abbreviations or technical terms. Explain any words unique to the situation, and give examples if needed to explain a term.


If I have a Spanish speaking family…

And I need telephone interpretation…

Contact Social Work Interpreter by Wave Ware Pager.When Staff Interpreter is not available, contact Optimal Phone Interpreters at

1-877-746-4674


If I have a family speaking any other language…?

Call for assistance!


CHILDREN’S HOSPITAL use of Optimal Phone

InterpretersPhone # 1-877-746-4674Organization Name –

East Tennessee Children’s HospitalCallers NameDepartment –

Department to which the call is to be billed, ie., “Nursing 2East,” “Emergency Department,” etc.


Start with Using Optimal Phone Interpreters

Call Optimal Phone InterpretersChoose option for InterpretationSpecify languageProvide your dept. nameBrief interpreterPass handset back & forth between yourself and the Non-English speaker


How long does it take to reach an Interpreter?

On average, we connect you to an Interpreter within 60 seconds. However, occasionally the connection time for a less commonly requested language or dialect may be a bit longer.


Can I reach an Interpreter at night or on weekends?

Yes. We operate 24 hours a day, 7 days a week, 365 days a year. On rare occasions all Interpreters for a particular language may be busy. When this happens we’ll ask that you call back in a few minutes.


Can I just transfer a call to OPI Interpreter?

No. The Interpreter serves as a communication conduit between you and your non-English customer and is dependent on you for direction during the call. You take the lead and provide the subject matter expertise; the Interpreter relays the information back and forth.


How do we identify the language that a caller is

speaking?Our Operations/Communication Center (CC) is trained to help you with language identification. If you are unsure of the language, ask the CC for help. Often it is as simple as asking (in English) a caller what language he or she speaks. If you are face-to-face, use the Language ID Card to pinpoint the language needed.


What happened if we have a problem hearing one another on

a call?If the Communications Center (CC) is still on the line, ask him or her to re-dial the Interpreter. If the CC has left the line, call us back, explain the problem and ask the CC to stay on the line to check for sound quality.


What should I do when the Interpreter joins the conversations?

Start by briefing the Interpreter. Summarize what you wish to accomplish and give any special instructions. Take the lead in the conversation. Give the Interpreter specific questions to relay. Group your thoughts or questions to help the conversation flow naturally and quickly. For example, ask for someone’s address and phone number as one question.


Why do the non-English conversations seem longer than the English?

We require that our Interpreters be accurate and to the point. It is important to recognize that they interpret not only across language, but also across culture. You can help facilitate the interpretation by making your message easy for the non-English speaker to understand. Clarification and/or elaboration is sometimes needed to explain concepts that do not have an equivalent in other languages or cultures.


What guarantee of confidentiality do I have?

All of our personnel are bound by a strict code of conduct, ensuring that all information pertaining to the work we do for you remains strictly confidential. Interpreters routinely destroy all notes.


Are calls recorded?No. Neither Optimal Phone Interpreters or Children’s Hospital records calls.


Important Tips In SummaryWhen you need interpretive services, review the

policy and procedure on your unit. OPI needs your information. You must provide the language needed, your first name and department, Organization Name, to be connected to an Interpreter. The Communication Center will assist with language identification if necessary. Working with an Interpreter. Give the Interpreter specific questions to relay. Group your thoughts or questions to help conversation flow quickly. Interpreter Identification. OPI Interpreters identify themselves by first name and number only. For reason of confidentiality, they do not divulge either their full names or phone numbers.


Important Tips In Summary

Length of call. Expect interpreted comments to run a bit longer than English phrases. Interpreters convey meaning-for-meaning, not word-for-word. Concepts familiar to us often require explanation or elaboration in other languages and cultures. Line quality problems. If you experience problems with the sound quality and the CC is still on the line, ask him or her to re-dial the Interpreter. If the CC has left the line, call us back, explain the problem and ask the Answer point to stay on the line to check for sound quality.

Take Test

Please click the TAKE TEST button on the left side of your screen to proceed.You must score 80% or better on the following T/F, multiple choice test to transfer credit to your transcript.If you have any questions about the content. please contact your director/manager.Thank You and Good Luck!

Back Page 32 of 38Page 32 of 30

Documents

NextBack 1 Interpretative Services Computer-Based Learning Module Next