Back 1 Next Interpretative Services Computer-Based Learning Module Back Page 2 of 30 Next 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. Back Page 3 of 30 Next 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 appropriate Provided 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. Back Page 4 of 30 Next 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! Back Page 5 of 30 Next The Procedure Our 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. Back Page 6 of 30 Next Flow Chart There 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. Back Page 7 of 30 Next Back Page 8 of 30 Next 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. Back 9 Next Limited English Proficiency (LEP) Definition:Inability to speak, read, write, or understand English at a level that permits effective interaction with health care providers. Back Page 10 of 30 Next 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. Back Page 11 of 30 Next 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…) Back Page 12 of 30 Next 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. Back Page 13 of 30 Next In-Person Interpretation Sessions at ETCH… 45 0 0 40 0 0 350 0 30 0 0 250 0 '0 4-'0 5 '0 5 -'0 6 '0 6 -'0 7 '0 7-'0 8 20 0 0 15 0 0 10 0 0 50 0 0 Fiscal Year Back Page 14 of 30 Next 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-9:30pm Saturday 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 Back Page 15 of 30 Next 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. Segments Speak 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. Back Page 16 of 30 Next 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. Back Page 17 of 30 Next 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 Back Page 18 of 30 Next If I have a family speaking any other language…? Call for assistance! Back Page 19 of 30 Next CHILDREN’S HOSPITAL use of Optimal Phone Interpreters Phone # 1-877-746-4674 Organization Name – East Tennessee Children’s Hospital Callers Name Department – Department to which the call is to be billed, ie., “Nursing 2East,” “Emergency Department,” etc. Back Page 20 of 30 Next Start with Using Optimal Phone Interpreters Call Optimal Phone Interpreters Choose option for Interpretation Specify language Provide your dept. name Brief interpreter Pass handset back & forth between yourself and the Non-English speaker Back Page 21 of 30 Next 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. Back Page 22 of 30 Next 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. Back Page 23 of 30 Next Can I just transfer a call to OPI Interpreter? No. The Interpreter serves as a communication conduit between you and your nonEnglish 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. Back Page 24 of 30 Next 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. Back Page 25 of 30 Next 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. Back Page 26 of 30 Next 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. Back Page 27 of 30 Next 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. Back Page 28 of 30 Next 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. Back Page 29 of 30 Next Are calls recorded? No. Neither Optimal Phone Interpreters or Children’s Hospital records calls. Back Page 30 of 30 Next Important Tips In Summary When 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. Back Page 31 of 30 Next Important Tips In Summary Length of call. Expect interpreted comments to run a bit longer than English phrases. Interpreters convey meaningfor-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. Back Page 32 of 30 38 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!