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 Reducing
Language Barriers: Interpreters
 Family
Members and Friends as Interpreters
Although a
family member or friend may be fully bilingual and proficient
in a family’s native language, it is generally not advisable
to rely on family or friends for translations in the health care
setting. Misinterpretations can arise due to:1
- Communication
difficulties
- Personal
relationships and role conflicts
- Lack of
training as interpreters
- Limited
knowledge of the medical issues being addressed
- Reluctance
or embarrassment in discussing intimate matters
- Desire to
censor information to minimize shame or stigma
Locating
Interpreter and Language Services
Finding competent
interpreters and language services can sometimes be problematic.
Providers who require interpretation services may want to try
the following strategies:
Bilingual
Staff
- Recruit
and hire bi-lingual administrative staff and health professionals
- Evaluate
the language capabilities of your existing staff
- Keep a
list of available bilingual staff that can assist with Limited
English Proficient (LEP) families on-site
Health
Plans
- Determine
if and when the health plans you work with provide interpreter
services as a covered member benefit
- Identify
the interpretation policies and procedures for each plan
you work with
- Determine
whether face-to-face and/or telephone interpreters are covered
- Maintain
a list of current telephone numbers and health plan contacts
for language services
- Inquire
about Telecommunication Device for the Deaf (TDD) services
for those who are deaf or hearing impaired
Other
Resources
If interpreter
services are not covered by a health plan, find other resources
to meet linguistic needs:
- Use trained/capable
internal staff
- Contract
with a telephonic interpreting company
- Check for
services available through community based organizations. Some
provide face-to-face interpreter services for the community (free
of charge or at low cost)
- In some
cases, consider hiring professional interpreters
HIPAA
Regulations
Remember to
follow all HIPAA regulations when transmitting any patient-identifiable
information to parties outside your office.
Sources
1 Developing
Cross-Cultural Competence: A Guide for Working with Children
and Their Families, Baltimore, MD, 2004
2 Information adapted from Industry Collaboration
Effort (ICE) Cultural and Linguistic Workgroup. Better
Communication, Better Care: Provider Tools to Care for Diverse
Populations. Available online at http://www.iceforhealth.org/library.asp?scid=825#scid825.
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