Regulatory Training Interpreter Services. Learning Objectives Upon completion of this training, you...
If you can't read please download the document
Regulatory Training Interpreter Services. Learning Objectives Upon completion of this training, you will be able to: Recognize the legal and ethical obligations
Learning Objectives Upon completion of this training, you will
be able to: Recognize the legal and ethical obligations of
providing qualified medical interpreters to patients Document the
provision or refusal of interpreter services Request an interpreter
either face-to-face or over-the-phone Identify your options when
contacting patients outside of the hospital
Slide 3
Interpreter Services The interpreter services office is
available to provide language services twenty-four hours a day,
seven days a week. Interpreter Services Office 774-441-6793 (Main
#) 774-441-8627 (Fax #) Additional Information is available on
OurNet:OurNet Resources --> Interpreter Services
Slide 4
Our Patient Population UMass Memorial serves a diverse patient
population that includes patients who have Limited English
Proficiency (LEP) or are Deaf or Hard of Hearing (D/HH). It is
UMass Memorial's Policy (#1005 & #2116) to provide an effective
means of communication to all of our LEP and D/HH patients in their
preferred language. At UMass Memorial, qualified medical
interpreters are available for providers and patients twenty-four
hours a day, seven days a week, through our onsite Interpreter
Services Office (ISO). The ISO can also provide resources and
referrals for other necessary auxiliary aids and services (e.g.,
CART, assistive listening technology, etc.) for D/HH patients who
do not use American Sign Language (ASL). UMass Memorial is required
by both Federal and State laws to provide interpreter services and
auxiliary aids to all people requesting care in another
language.
Slide 5
Hospital Responsibility Legal Obligations Title VI of the 1964
Civil Rights Act, Title II and Title III of the Americans with
Disabilities Act, and Emergency Room Interpreters Law (Chapter 66
of the Acts of 2000), all outline UMass Memorial's legal obligation
to provide interpreter services and accommodations in a
non-discriminatory environment to our LEP and D/HH patients.
Ethical Obligations Without a qualified medical interpreter
present, research shows health care quality decreases for patients
needing care in another language. LEP patients are more likely to
be in poor health, miss appointments, have drug complications, and
not have a regular health care provider.
Slide 6
Hospital Responsibility UMass Memorial Hospital Policy (#1005
& #2116) It is UMass Memorial's policy to provide medical
interpreters to our LEP and D/HH patients and family. While all
patients have the right to have an interpreter or auxiliary aid, a
patient may waive his or her right and, instead, prefer to use a
family member, friend, or other means of communication. This
practice is not recommended and his or her refusal must be
documented. Assessing a Patient's Communication Needs Each LEP and
D/HH patient will have different communication needs and one size
truly does not fit all. UMass Memorial staff and providers should
ask the patient his or her preferred language in which to receive
health care services, document this preference, and request the
appropriate services from the ISO.
Slide 7
About Qualified Medical Interpreters A medical interpreter is
not simply someone who is bilingual: he or she is a professional
who is trained and proficient in the ethics and skills of
interpreting and is knowledgeable about specialized medical
terminology and concepts. She is responsible for conveying the
messages and meanings of both parties without additions, omissions,
or personal opinion, and must identify cultural differences, bridge
gaps, and overcome barriers that will impede the patient and
provider from effectively communicating. Interpreters should not be
expected to assume the role and responsibilities of social workers,
case managers, advocates or health care providers.
Slide 8
Interpreter Options: Face-to-Face Some medical situations may
benefit from the use of a face-to-face interpreter. When to use a
Face-to-Face interpreter: Serious diagnoses or potentially
upsetting news Patient's first appointment Family meetings or group
discussions Interactions requiring visual elements Complicated or
personal medical procedures
Slide 9
Other Methods of Communication Use of Non-Qualified and
Untrained Interpreters Family members or friends of patients should
not serve as interpreters unless the patient expressly requests
such an arrangement. In the case of uncommon languages, however, a
qualified medical interpreter may not be available in person or via
telephonic interpretation. Therefore, you may be required to
utilize a patients family member or friend to interpret. Bilingual
Employees are not Interpreters Bilingual employees should not be
used as ad-hoc interpreters or for the translation of medical
documents. Translation of Medical Documents A fax request form for
the translation of medical documents is available on OurNet
(Resources --> Interpreter Services). OurNet
Slide 10
Other Methods of Communication Other Auxiliary Aids or Services
Some D/HH patients do not use ASL and, instead, communicate with
spoken or written English. These patients may rely partially or
entirely on lip reading, or additional assistive technology, to
understand the provider. While a medical interpreter is not needed
for non-ASL users, additional services, including CART and personal
amplification, are available.
Slide 11
More about our D/HH Population The majority of our D/HH
patients use ASL to communicate and may identify themselves as
culturally Deaf. Some key points to this perspective are: ASL is a
linguistically accepted, fully developed, natural language of the
Deaf community in the United States with syntax and grammar that
differ from English. Deafness is not necessarily viewed as a
disability and patients may be offended by the use of hearing
impaired, "hearing loss", or a purely pathological/auditory view of
deafness. As members of a cultural and linguistic minority, there
is sometimes mistrust of the majority (hearing people) from both
real and perceived experiences of oppression.
Slide 12
Accessing Interpreter Services Qualified medical interpreters
are available 24/7 for emergency visits, inpatient use, and
outpatient appointments at the Memorial, University, Hahnemann
campuses as well as many off-site locations. Interpreter Services
Office 24/7 774-441-6793