Brett Weaver
Language Access Consultant at PGLS
When considering the intersection of language access and health equity, the American Medical Association (AMA) attests that addressing cultural and ethnic disparities in healthcare uplifts LEP experiences, contributing to better patient outcomes. As language barriers are a compounding factor, the AMA endorses the use of interpreting services to mitigate known disparities.
Accurate communication in healthcare serves to improve quality of life and morbidity outcomes for patients. As a result, even in the face of current uncertainty, language access services in healthcare remain essential for serving multilingual or non-English-speaking patients safely, effectively, and efficiently.
Medical interpreters help bridge communication differences, and by doing so, uplift and support better outcomes for historically marginalized patients. To improve language access and health equity in your care network, it’s imperative to collaborate with a partner who shares your same passion for uplifting our communities most in need, which in turn, uplifts us all.
How Working with Medical Interpreters Improves LEP Patient Outcomes
Clinical uncertainty driven by language barriers is a common root cause of misdiagnoses, which lead to unnecessary testing and longer hospital stays. One meta-analysis of 189,119 patient records from 220 case mix groups found LEP patients experienced a 6 percent longer length of stay (LOS) than their English-proficient peers.
In contrast, when working with medical interpreters, providers can gain the clarity needed to collect symptoms, complete patient histories, and medication lists, resulting in more streamlined care.
Poor communication impacts patient outcomes and drives up costs in other ways. Prescription medication nonadherence, for example, is estimated to cost the U.S. healthcare system between $100 billion and $300 billion in direct and indirect costs each year. Trust and communication are key mitigations to patient nonadherence; when language barriers are involved, the necessity of qualified interpreters cannot be overstated.
When a health system, hospital network, or private practice collaborates effectively with medically trained linguists, administrators and providers can count on enhanced patient understanding and compliance, as well as fewer unnecessary costs.
While a language service provider (LSP) supplies medical interpreters, they also serve as cultural advisors, helping healthcare institutions address patient communication needs more comprehensively. Organizations like PGLS partner with those in healthcare to navigate state and federal requirements, meet compliance obligations, streamline costs, and augment patient care with customizable language access plans, HIPAA-compliant language access services, and expert guidance. The following are a few of our leading recommendations when working with hospitals and healthcare providers.
Recommendations for Working with Medical Interpreters
When working with medical interpreters, process optimization and education go a long way towards better patient care. If you aim to not only meet compliance obligations but to also improve language access and health equity for LEP patients, we have three key recommendations:
#1: Language Access Mapping
Mapping the journey of an LEP patient through the healthcare system helps ensure a high standard of care across every interaction. The idea is to support language access continuity from consideration and intake all the way through post-visit care and insurance/billing.
As outlined in our healthcare language solutions, mapping helps you identify the touchpoints before, during, and after patient care that require language access. From building signage, kiosk content, and consent form translations, to follow-up appointment messaging and payments, there is often plenty of opportunity for optimization to be uncovered through this process. Wherever possible, solicit LEP patient feedback on their experiences to identify trends or frequent issue areas.
#2: Staff Training
All staff–from front desk receptionists to attending physicians—must receive training on how to meet the needs of LEP patients. This training should help establish the stakes of why language access is important, and how it helps drive health equity.
Staff training ought to cover how to identify an LEP patient’s preferred language, where relevant language access resources are located (such as translated consent forms), and how to reach an interpreter. Providers should know to notify other providers about language access needs before every new interaction, whether for a blood test, MRI, or transfer to another division. All processes need to be standardized across departments for continuity of care to help improve outcomes and decrease visits for LEP patients.
#3: Video Remote Interpreting
Video interpreter services are an increasingly common solution in hospital settings for a number of reasons. When a patient speaks a language that is not staffed on-site, video remote interpreting (VRI) fills the gap with on-demand language access. Video interpreter services often reduce costs related to scheduling, downtime, and travel, elevating efficiency and affordability. Also, non-verbal communication can be accounted for, which improves comprehension between patient and provider as compared to over-the-phone Interpreting (OPI).
It is also worth noting that each plan has their own unique requirements for on-site interpretation, including minimum billable encounter duration, making virtual interpretation a meaningfully more affordable option, in many cases.
No matter whether your hospital opts for video or phone-based interpreting, it’s important to remind providers to use clear language to minimize confusion. Also, they will need to pause more frequently to allow for interpretation.
Overcoming Common Misconceptions about Language Access
To mitigate disparities for patients with a limited English proficiency, your staff needs to know how to activate resources and identify avoidable mistakes. Addressing common misconceptions associated with language access can help providers better support LEP patients. Even a few small changes can generate a positive impact.
Have a Process in Place for Video Remote Interpreting
One common concern with language access is time, but video remote interpreting can be a major time-saver. When working with LEP patients, your staff should feel confident in their ability to reach, deploy, and communicate efficiently with a VRI device. Providing a well-documented process, training, and regular refreshers are key to building confidence and competency with the technology, so providers, nurses, and assistants can continue balancing the needs of other patients without interruption.
Avoid Relying on Multilingual Family Members
Another common misconception is that multilingual family members or friends can or should interpret medical advice and treatment information on behalf of LEP patients. In this scenario, there is no way to assess the interpreting capabilities of an untrained friend or family member, and whether LEP patients are misunderstanding or receiving inaccurate information about their care plans. Also, patients may be reluctant to share sensitive medical information with their children or friends. Only a trained medical interpreter can provide the confidential, precise, and professional level of communication necessary in a hospital setting.
Treat Language Access as a Necessity
Some may view language access as a luxury, but consider the whole picture of the LEP patient experience. Many LEP patients have experienced generational disparities. As a result, far too many are more likely delay seeking care, avoid hospitals altogether, or struggle to follow through with medication.
Providing a bridge to clear and accurate communication breaks down these barriers. Language access builds trust, brings compassion to the practice of patient care, and can improve the quality of life for all LEP patients coming through your facility.
Partner with a HIPAA-Compliant Language Services Provider
Working with a strategic LSP can help you strengthen your language access plan to ensure accurate communication and uninterrupted care. PGLS offers consultative, HIPAA-compliant healthcare interpreting services, language access planning, and translation services. See the difference when working with PGLS: reach out to a representative today to learn more.