Fairview Language
Services
Training for contracted interpreters
Agenda
 Overview of Fairview
 Interpreter Expectations
 Health Requirements
 Patient Safety
Fairview Language Services
Delivery Model
•
Leadership: Director, supervisor and 3 coordinators/trainers (one in
each hospital)
•
Onsite leadership at Ridges (Stacy Montgomery)
•
Onsite leadership at Southdale (Cathy Utne)
•
Central Scheduling Office – 7 days/24 hour coverage
•
More than 60 Staff interpreters in 14 languages
•
Contracts with 8 local agencies
•
24-hour telephone interpreting access
– Language Line/Cyracom – more than 150 spoken languages
Department’s Role Within Fairview
Interpreting
Translation
Outreach
Education and Consultation
• Interpreting requires training in
– Medical Terminology
– Professional Ethics
– Hospital Policy.
• Document translation, examples:
– Patient Education
– Billing Materials
– Informed Consent (regulatory mandate)
• Outreach/Collaboration with local/statewide
community-based organizations and agencies serving
– Deaf communities
– Hard of hearing communities
– Immigrant communities
• Education & Consultation:
Educate patients and families
– Navigating the health system
– Understanding western biomedical model of care.
Educate Fairview staff
– Accessing interpreter services
– Working effectively with interpreters
Consult providers in learning about
– Cultural Traditions
– Spiritual Traditions
– Religious Traditions
of the patients and communities we serve:
Mission
Vision
Goals
Mission (Our Purpose)
“Our mission is to provide high
quality interpreter services. We
commit to use our training, linguistic
skills, and cultural knowledge to
bridge the communication gap
between health care providers and
patients including their families.
Vision (Where we are going)
To become the preferred
provider/organization for
patients and their families
who need language services
in Minnesota
Goals
(How we are going to do it)
 Provide excellent, culturally competent services
and expertise that meet or exceed professional,
state and national standards by continuously
measuring and improving all that we do.
 Develop a top quality, well-trained language
services team.
 Foster and model effective, respectful
organizational teamwork and communication
to become an integral part of the health care
delivery team.
 Make effective and efficient use of our resources.
Legal Requirements
• Title VI Civil Rights Act 1964
“No person in the United States shall, on the ground of race, color, or
national origin, be excluded from participation in, or be denied the
benefits of, or be subjected to discrimination under any program or
activity receiving Federal financial assistance”
• ADA Title III (American Disabilities Act)
• LEP Executive Order 13166 issued in 2000
• CLAS Standards issued by OMH of US DHHS
• Fairview System Language Access Policy
Legal Definitions
• Limited English Proficient (LEP) individual: Any individual
who cannot speak, read, write or understand the English language at a
level that permits them to interact effectively with health care providers
and social service agencies.
• Deaf:
Any individual who is unable to hear well enough to rely on
his/her hearing and use it as a means of processing information.
• Hard of Hearing: Any individual with a mild-to-moderate hearing
loss. Or it can denote a deaf person who doesn't have/want any cultural
affiliation with the Deaf community. Or both. The HOH dilemma: in
some ways hearing, in some ways deaf, in others, neither.
System Policy
for Fairview Language Services
Fairview Language Services has a standard policy
for working with Deaf, Hard of Hearing, and
Limited English Proficiency (LEP) patients who
require interpreters. Our expectation is that all
locations in which we coordinate language
services will follow this policy.
This policy will be made available to you.
Fairview’s Expectations
of Contracted Interpreters
 Scheduling
and Billing
 Enforcement
of Expectations
 Interpreter
Worksheets
 Professional
Behavior
 Punctuality and
Preparedness
 Special
Circumstances
 Competency
Scheduling and Billing
• A formal request from Fairview Language Services
initiates an interpretation appointment.
• All interpreter requests must be received and
scheduled through a Fairview contracted interpreter
agency.
• If an interpreter is aware of an appointment at a
Fairview facility for which an interpreter has not been
requested, they should contact their agency before
going to the appointment to ensure that another
interpreter has not been authorized for the visit.
Interpreter Worksheets
Must be accurate.
• Reflect requested hours. If you need a time extension,
call Fairview Language Services at (612) 273-3780
option #2.
• Document arrival and departure time accurately.
Must be signed by staff person (front desk, nurse, doctor,
etc.) who can verify appointment took place.
Must be turned in to the agency within ___ days to allow
enough time for payment processing.
Punctuality & Preparedness
• Must arrive on time.
• Have the full name of person(s) they are to interpret.
• Wear a contracted agency ID badge above the waist.
• If an interpreter is running late they
should first contact the clinic before
the scheduled appointment time. If
they do not have the number of the
clinic, the interpreter must call
Fairview’s Interpreter Services at
(612) 273-3780 option #2.
Competency
• Demonstrate a high-level proficiency in reading, writing, and
speaking English and the target language.
• Have experience in medical interpreting that meets Fairview
requirements.
• Have knowledge of the NCIHC interpreter code of ethics and
standards of practice.
• Have basic knowledge of specialized terms and concepts used
frequently in the provision of services.
Competency (Cont.)
• Have cultural awareness and competency related to
population served.
• Keep patient information private and confidential at all
times.
• Interpret exactly what the patient says to the provider
and what the provider says to the patient without omitting
or adding any information regardless of their history or
knowledge with a patient’s particular case.
Professional Behavior
• Dress in a professional manner. Revealing clothing and
excessive perfumes or body odor is not acceptable.
• Introduce their role as interpreters at the beginning of the
encounter with patients and providers.
• Focus on the task of interpreting. This means no side
conversations, cell phone calls, text messaging.
• Interpreter must in interpret in the first person (avoid, “He said”
this, “She said” that).
Professional Behavior
(Cont.)
• Maintain healthy boundaries with patients and staff. The
interpreter is only with the patient when a provider or staff is
present. The interpreter leaves the consult room when the
nurse, physician, or other staff leaves.
• Assist patients in checking in for appointments, scheduling
future appointments, or arranging transportation. Never give
patients a ride to an appointment.
• An appointment should be selected based on the availability of
the patient, not on the interpreter’s availability. Appointments
should only be made with the clinic or hospital staff present or
on the line.
Enforcement of Expectations
• No show (without acceptable excuse)
First no show: Final warning
Second no show: Banning for one year from Fairview system
• Tardiness (10 minutes or more after the scheduled time for
the appointment)
First tardiness: Warning
Second tardiness: Final warning
Third tardiness: Banning for one year from Fairview system
• No name tag
First time: Warning
Second time: Final warning
Third time: Banning for one year from Fairview system
Special circumstances
• If for any reason, you are not comfortable with an appointment,
please call your agency to excuse yourself. They will schedule a
replacement.
• If you want a time extension for your appointment, please call
your agency. They will call Fairview Language Service to
authorize that extension.
• Forward requests to make you a permanent interpreter for a
specific patient to your agency.
• Please note that Fairview interpreters will fulfill as many
appointments as possible which may limit the opportunity to
have a permanent relationship with a particular patient.
• Fairview reserves the right to request that you do NOT interpret
for a particular patient.
Quality Control
• All interpreters who are scheduled through Language Services
must comply with all applicable rules, policies and procedures
(including applicable Joint Commission standards) of Fairview
as they exist at that time, provided the agency interpreter has
been given specific notice (either written or oral) of such rules,
policies and procedures.
• Fairview Language Services collects reports about concerns
with interpreters. These concerns may be ethical or a perceived
lack of skills. Language Services’ department leadership will
follow up on such concerns.
Health Requirements
You must complete Fairview’s health screening requirements
prior to accepting your first assignment at any Fairview facility.
List of requirements:
1. Measles, mumps and rubella (MMR)
2. Varicella (chicken pox)
3. Tuberculosis (Details on the next slide)
Recommended:
Hepatitis B (series of 3 immunizations)
In addition, Fairview will communicate
additional expectations per disease
outbreaks (e.g. HINI, Avian Flu, etc)
Tuberculosis
• A negative 2-step skin test (mantoux) is required within the 12
months prior to Fairview work assignment. Interpreters must
participate in an annual tuberculosis screening program, for
example, completing a symptom questionnaire every 12 months
to indicate that you do not have symptoms of active TB.
• Agency employees with a positive skin test must have a
negative chest x-ray within 12 months prior to beginning of a
Fairview work assignment.
• If you have been exposed to a patient with active TB, you will be
required to show proof of negative mantoux or chest x-ray prior
to returning to Fairview facilities. You may bring a letter from
your physician if repeat testing or x-ray is not medically
indicated.
Agency Requirements
• Background check-MDH
• Primary source verification of credentials/certificates (ASL)
• Language testing and competency evaluations
• Agency must ensure interpreter is qualified and
has met Fairview’s interpreter requirements
Patient Safety
•
All agency interpreters must complete Fairview’s annual
required learning packet. Additional learning as required
by Fairview.
•
The required learning packet contains important safety
information. It also lists resources for interpreters to use.
•
Required learning packets are distributed to Agencies by
June 20th of each calendar year.
Interpreter must sign off that they reviewed by
December 31st of each calendar year.
Agencies will be required to submit the list of
interpreters who met this requirement in excel or word
document.
•
•
Your work makes a difference
in the lives of our patients!
Review of the literature:
The use of untrained family members and friends to interpret has been associated
with omissions, additions, substitutions, volunteered opinions, and semantic errors
that can seriously distort translation (Ku & Weidmann, 2003).
Interpreted emergency room (ED) patients received significantly more primary care
and specialty clinic referrals; were more likely to follow-up in clinic; were less likely to
return to the ED; and had the lowest charges from both clinic visits and ED returns
(Bernstein, et al., 2002) .
Language barriers are a major source of isolation and an obstacle to seeking health
care and help for domestic violence for Latina and Asian immigrant women (Bauer, et
al., 2000).
Language barriers can result in worse patient reports of satisfaction and quality of
care measures, and may increase the likelihood that a patient would not return to the
same institution for future care (Carrasquillo, et al., 1999).
References & Resources
•
•
•
Fairview language access policy.
Fairview Emergency codes.
National Council on Interpreting in Health Care
(www.ncihc.org).
• Registry of Interpreters for the Deaf (RID)
(www.rid.org).
• Speaking Together
(www.rwjf.org/applications/solicited/cfp.jsp?ID=19507).
• Article: Professionalization of community interpreting
(www.acebo.com/papers/profslzn.htm).
• Joint Commission Standards Document
(www.jointcommission.org/Standards).
• Crossing the language chasm
(www.hablamosjuntos.org/resources/pdf/Crossing_Language_Chasm.pdf).
• Eliminating Language barriers from federal programs a report by the U.S.
commission on civil rights
(www.law.umaryland.edu/marshall/usccr/documents/towardequalaccess.pdf).
Questions?
Comments?
Thank you for your time!
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