Working with an Interpreter Online Education. Children s Hospital of Wisconsin

Size: px
Start display at page:

Download "Working with an Interpreter Online Education. Children s Hospital of Wisconsin"

Transcription

1 Working with an Interpreter Online Education Children s Hospital of Wisconsin

2 This presentation will help you Understand the role of an interpreter Work effectively with an interpreter Access interpreter services at CHW

3 Imagine You are passing through the Skywalk and see a family who appears to be lost. You stop to help them and realize they don t speak English. What do you do? You are caring for a patient whose parents only speak Laotian. They ring the call light at 7 p.m. How do you communicate? Read on to learn how to match service and communication solutions to these scenarios.

4 In the United States More than 10.5 million adults speak little or no English (4 million more than in 1990) More than 6.6 million speak Spanish (over 3.28% of the population) More than 1.2 million speak Indo-European languages Over 1.4 million speak an Asian or Pacific Islander language Source: DHFS and DWD Civil Rights Compliance Training, September 2003.

5 What is an interpreter? An interpreter is a person who orally converts the spoken word from one language to another, either in person or over the telephone. Source: Jacobs EA and Goldin GL (2002). A Volunteers in Health Care Guide to Overcoming Language Barriers, Pawtucket, RI: Volunteers in Health Care.

6 Interpretation vs. Translation: What s the difference? Interpretation is spoken. Translation is written.

7 What does an interpreter do? The fundamental purpose of a healthcare interpreter is to facilitate communication between two parties who do not speak the same language and do not share the same culture. Note: Interpreters are to communicate what you communicate. They should never function independent of another medical professional. Source: California Standards for Healthcare Interpreters. CHIA: 2002.

8 Interpreters may also Clarify messages when words or concepts may lead to a misunderstanding. Explain cultural differences to help both parties understand each other s explanations on health and illness. Advocate for patients to support change in the interest of patient health and well-being. Source: California Standards for Healthcare Interpreters. CHIA: 2002.

9 Interpreters should not Add, edit or omit statements from either party. Interject personal issues, beliefs, opinions, or biases into the conversation. Influence the opinion of patients or clients by telling them what action to take. Provide services to family members or close personal friends, except in emergencies. Source: National Council on Interpreting in Health Care,

10 Code of Ethics for Interpreters in Health Care Like many other professions, interpreters are expected to follow a code of ethics while performing their job duties. Confidentiality, accuracy and impartiality are the three most important areas of concern for healthcare interpreters. Source: National Council on Interpreting in Health Care,

11 Confidentiality Interpreters must treat all information learned during the interpretation as confidential, divulging nothing outside the treating team without the full approval of the patient and his or her physician. Source: National Council on Interpreting in Health Care,

12 Accuracy Interpreters must: Transmit the message without additions or omissions, conveying the tone and spirit of the original message. Ask for clarification or repetition of information whenever they do not fully understand or hear it. Make every effort to assure that the patient has understood questions, instructions, and other information transmitted by a health provider. Source: National Council on Interpreting in Health Care,

13 Impartiality Interpreters are not responsible for what is said by anyone for whom they are interpreting. Even if interpreters disagree with what is said, they should not add their own personal opinions, advice or judgment. Interpreters should not influence the opinion of patients by telling them what action to take. Source: National Council on Interpreting in Health Care,

14 Modes of Interpretation There are two modes or types of interpretation: simultaneous and consecutive. The main difference is the time lag, or pause, between the original speech and the foreign language version. Source: SDNY Interpreters Office: Skills: Modes of Interpretation:

15 Simultaneous Interpretation Simultaneous is real-time interpreting. Speakers talk as they normally would while the interpreter listens to one language and reproduces the same content in another, lagging slightly behind the speaker. This mode is useful to interpret for a single person in a large group, such as a patient care conference. Source: SDNY Interpreters Office: Skills: Modes of Interpretation:

16 Consecutive Interpretation Consecutive interpreting involves a pause between language conversions: first the interpreter listens to the entire original phrase or passage, then interprets it into the other language. Consecutive interpreting is the most common mode in healthcare settings because it is similar to the way people usually talk to each other and is less confusing than simultaneous interpretation. Source: SDNY Interpreters Office: Skills: Modes of Interpretation:

17 Sight Translation Sight translation is when an interpreter takes a document written in one language and reads it aloud in another language. Complex documents, such as consent forms, should not be sight translated. However, this technique can be used to read relatively simple documents, such as discharge instructions or teaching materials. Source: SDNY Interpreters Office: Skills: Modes of Interpretation:

18 Do I need to use an interpreter? Yes. According to Title VI of the Civil Rights Act of 1964 states that, No person in the United States shall, on ground of race, color, or national origin, be excluded from participation in, be denied the benefits of, or be subjected to discrimination under any program or activity receiving Federal financial assistance (such as Medicare and Medicaid). Source: Civil Rights Act of 1964, 42 U.S.C. Sec. 2000d (1988).

19 DHHS Requirement According to the Department of Health and Human Services (DHHS) Office of Civil Rights, Title VI assures that language be taken into account in the provision of health and human services. Source: Quality Health Services for Hispanics: The Cultural Competency Component. DHHS, HRSA/BPHC: Chapter 3, page 21.

20 Family, Friends and Children Family and friends of the patient should not be used to interpret in a medical setting because it may result in: a conflict of interest breach of confidentiality omissions, additions, substitutions, and/or other errors that could adversely affect care. Source: CHW Patient Care Policy: Language Services: Interpretation, Visual or Hearing Impaired, October 2008.

21 Family, Friends and Children Children should not interpret under any circumstances. Why? Changes family dynamics (child acting in adult role) Difficult terminology and sensitive medical information Omission of information child does not want to relay An interpreter should be requested to make sure the family has all of the information they need to know about their child s care. Source: CHW Patient Care Policy: Language Services: Interpretation, Visual or Hearing Impaired, October 2008.

22 Staff as Interpreters According to CHW s Patient Care Policy on Interpreters: Staff members who are proficient in a second language may communicate directly while providing care for patients. However, staff members are not to be used as interpreters. Source: CHW Patient Care Policy: Language Services: Interpretation, Visual or Hearing Impaired, October 2008.

23 Speaking versus Interpreting Basic conversational language skills can be used to speak with a patient or family in non-technical situations (Examples: Do you need some water?, Are you in pain?, etc.). An interpreter should be requested whenever medical information needs to be communicated (Examples: for physical examinations or procedures, to obtain consent for treatment, to give discharge instructions, etc.).

24 Speaking versus Interpreting A person who can speak a foreign language proficiently may not have the necessary skills and training to provide accurate interpretation. Qualified medical interpreters have specialized training about the role of an interpreter, a code of ethics, modes of interpretation, managing the flow of a conversation, linguistic and cultural barriers to communication, and medical terminology.

25 Language Services at CHW Language services at CHW include the following: 24/7 access to interpreters in 150 languages by telephone Combination of staff interpreters and agency interpreters for face-to-face communication 24/7 Document translation service for CHW patient education materials and public relations items Source: CHW Patient Care Policy: Interpreter Services: Language, Visual or Hearing Impaired, April 2005.

26 Working with an Interpreter To assure your interaction with an interpreter is positive and effective Plan enough time for the session. Speak to the patient, not the interpreter. Expect everything to be interpreted. Be concise and pause often. Avoid slang and jargon. Check for understanding.

27 Plan enough time Schedule enough time for the appointment. An interpreted conversation requires every statement or question to be uttered twice.

28 Speak to the patient and family During the medical interview, speak directly to the patient and family, not the interpreter. Your eye contact should be primarily with the patient and family because you are talking to them, not the interpreter.

29 Expect everything to be interpreted Be sensitive to the patient s needs to be included in conversations in the room. Don t say anything that you don t want the other party to hear. If you are concerned that the interpreter has not interpreted everything, ask the interpreter to do so.

30 Be concise Group your thoughts in short, simple sentences. Pause to allow for interpretation after every two or three sentences. Remember that what can be said in a few words in one language may require more words in another.

31 Avoid slang and jargon Use the simplest vocabulary that will express your meaning and avoid: slang or jargon, technical medical terminology, changing your idea in the middle of a sentence, asking multiple questions at one time.

32 Check for understanding Confirm with the interpreter and patient that your message is understood. If it is unclear whether the message is understood, ask the patient to repeat the message in his or her own words.

33 The Languages of CHW The majority of patients and families at CHW who request an interpreter communicate in Spanish, Hmong and American Sign Language. However, there are many other languages spoken here too, including

34 Other Languages Russian Vietnamese Somali Laotian Arabic Farsi Polish Serbian Gujarati Mandingo Albanian Chinese Cantonese Mandarin

35 CHW s Language Services Program The Language Services Program provides face-toface and telephone interpretation (oral) for patients and families with limited English proficiency or who are hearing or speech impaired. Interpreters are available 24 hour a day, 7 days a week, at no cost to the patient or family. Language Services also processes requests for translation (written) of vital documents.

36 Face-to-Face Interpretation The Language Services Program at CHW provides face-to-face interpretation to patients and families through staff interpreters, temporary staff interpreters, and language agencies.

37 How do I request an interpreter during the day? For needs of 20 minutes or less, please use the phone. For needs over 20 minutes, during regular business hours, please send an interpreter consult request. It is always best to schedule the interpreter with as much advance notice as possible. Our office hours are 8:00 a.m. to 4:30 p.m., Monday through Friday.

38 How do I request an interpreter after hours? To reach a Spanish interpreter after hours, on weekends and holidays, please alpha-page the Spanish interpreter on call. Go to On Call Schedules on the CHHS intranet, and look under Spanish Interpreter-After Hours to alpha-page the interpreter on call.

39 How do I request an interpreter after hours? When you alpha-page the Spanish interpreter on call, please include the following information in your message: Your name Your phone number Your location Your need (e.g. patient in triage or patient in PICU room 8 )

40 How do I request an interpreter after hours? For all other languages after hours, you should contact the Hospital Operator (extension 2000) to request an interpreter. The Hospital Operator has a list of approved, qualified interpreters. Family Services maintains this list.

41 Telephone Interpretation Children s Hospital and Health System uses the services of Pacific Interpreters to provide access to language interpreters by telephone. Pacific Interpreters has language interpreters available by telephone 24 hours a day, 7 days a week, in over 180 languages.

42 When can I use Pacific Interpreters? Anytime, day or night to: Briefly speak to a family in person (20 min. or less). Make phone calls to parents who are at home. Cancel or reschedule appointments. Give instructions for a procedure or surgery. Communicate in an emergent situation. Begin an appointment until an interpreter arrives. Communicate when there is no interpreter available for a specific language.

43 Do I need a consult for phone calls? No. Phone calls can be made directly from any main campus phone by dialing extension Additional instructions on how to use the phone interpreter service are available on the CHHS intranet or by calling Language Services at extension 3336.

44 Should I document that an interpreter was used? Yes. If you are using the phone interpreter service, please record the ID number of the interpreter you spoke with in the patient s chart. If a face-to-face interpreter assisted you, he or she will provide you with an adhesive label. Please add the label to the progress notes of the patient s chart.

45 Document Translation The Language Services Program receives and processes requests for translation of written materials into different languages. Requests for document translation should be sent as a Service Request through the CHHS intranet.

46 CHHS Intranet Site Information about Language Services is available on the CHHS intranet. On the intranet main page, in the left margin click the Resources for Families button. Under the section with the heading Services click the Interpreters link.

47 Scenarios Following are some common scenarios regarding interpreter services.

48 She speaks a little English, so I don t think we need an interpreter. Even if the patient or parent speaks a little English, it does not mean he or she will understand everything you say, especially when medical terminology is involved. Some people with limited English proficiency may be hesitant to admit they do not understand you because they believe it would be a sign of disrespect. A person s pride may also make it difficult to admit that he or she does not speak English well.

49 How do I know the family understands me through the interpreter? A good way to check whether or not a patient or family member understood you is by asking them to repeat what was said in their own words.

50 I speak a little Spanish. I can muddle through. Communicating in a second language is a difficult task. When there is important medical information that needs to be communicated, don t over-estimate your own ability to speak the patient s language or the patient s ability to speak yours. This is why we have interpreters: To ensure accurate communication.

51 I need you to call this family for me. Whenever you need to call a family that speaks a language other than English, it should be a threeway phone call, using the phone interpreter services. You, the interpreter, and the family member should all be on the phone together. An interpreter should not be making the call alone.

52 Why can t you call them for me? An interpreter s role is to interpret what is said by both parties. If a parent has questions, the questions need to be interpreted to you, and your answers need to be interpreted back to the parent. An interpreter should not answer any questions regarding medical care or offer any advice.

53 Do you know the answers? Remember the family lost in the Skywalk? What would you do? One option is to ask the Information Desk to use the phone interpreter service to assist the family. There is also a chart at each Information Desk to help you identify the family s language. What about the Laotian family who needs help after hours? First use the interpreter phone to determine the family s needs. Second, contact the Hospital Operator for assistance if you need a face-to-face interpreter to come in.

54 Thank you! Thank you for completing the online education module: Working with an Interpreter. Please contact us at if you have any questions about Language Services. Whether it s face-to-face or over-the-telephone, use a qualified medical interpreter to ensure accurate communication.

Subject: Interpreter Services File Under: 1032

Subject: Interpreter Services File Under: 1032 Tufts Medical Center Hospital-Wide Policy Subject: Interpreter Services File Under: 1032 Issuing Department Interpreter Services Latest Revision Date: August, 2014 Original Procedure Date September, 1998

More information

Interpreting and translation services

Interpreting and translation services Interpreting and translation services Guidelines (2015) Promoting effective communication between schools, parents and communities NSW DEPARTMENT OF EDUCATION WWW.SCHOOLS.NSW.EDU.AU Contents Interpreting

More information

How To Work With Interpreters

How To Work With Interpreters How To Work With Interpreters Skaggs School of Pharmacy and Pharmaceutical Sciences Medical Spanish and Cultural Competency Aidé Gómez a3gomez@ucsd.edu Languages Spoken in San Diego Persons (Age 5+) by

More information

COMMUNICATION ASSISTANCE

COMMUNICATION ASSISTANCE Page 1 of 8 Values Context: Practicing within the context of our core values of Dignity, Excellence, Service and Justice ensures the provision of respect for each person, accountability, commitment to

More information

UTILIZATION OF INTERPRETERS

UTILIZATION OF INTERPRETERS 1. INTRODUCTION UTILIZATION OF INTERPRETERS People with limited English proficiency (LEP) and people who are deaf or hard of hearing face many barriers to health and mental health care. When communication

More information

LE SUEUR COUNTY HUMAN SERVICES 88 South Park Avenue Le Center, MN 56057

LE SUEUR COUNTY HUMAN SERVICES 88 South Park Avenue Le Center, MN 56057 LE SUEUR COUNTY HUMAN SERVICES 88 South Park Avenue Le Center, MN 56057 507-357-8288 (Phone) 507-357-6122 (Fax) Limited English Proficiency (LEP) PLAN Updated February, 2012 LEP Coordinator Susan L. Rynda,

More information

PROVIDING TRANSLATION SERVICES FOR CUSTODIAL PARENTS WITH LIMITED ENGLISH SPEAKING ABILITY

PROVIDING TRANSLATION SERVICES FOR CUSTODIAL PARENTS WITH LIMITED ENGLISH SPEAKING ABILITY PROVIDING TRANSLATION SERVICES FOR CUSTODIAL PARENTS WITH LIMITED ENGLISH SPEAKING ABILITY OVERVIEW In order to provide equal access to benefits for custodial parents (CPs) who have limited English speaking

More information

Understanding CLAS Standards

Understanding CLAS Standards Understanding CLAS Standards Kaiser Permanente has adopted all fourteen Culturally and Linguistically Appropriate Services (CLAS) Standards which are aligned with and facilitate achievement of the; 1)

More information

INTERPRETATION TOOLKIT

INTERPRETATION TOOLKIT INTERPRETATION TOOLKIT TABLE OF CONTENTS INTRODUCTION Overview 3 Objectives 3 BEST PRACTICES & RECOMMENDATIONS Definitions 4 Standards 4-5 Interpretation Options 5 Step-by-step Procedures 6 Preparation

More information

Office guide to. Limited English Proficiency (LEP) patient care

Office guide to. Limited English Proficiency (LEP) patient care Office guide to Limited English Proficiency (LEP) patient care About this guide: This is a resource guide for physicians and health care staff to aid them in the outpatient care of patients with limited

More information

Your Guide to Interpreter Services

Your Guide to Interpreter Services Your Guide to Interpreter Services Our Language Assistance Plan was created to help us provide high quality interpreter services to patients and members who have limited English proficiency (LEP) or who

More information

Modern foreign languages

Modern foreign languages Modern foreign languages Programme of study for key stage 3 and attainment targets (This is an extract from The National Curriculum 2007) Crown copyright 2007 Qualifications and Curriculum Authority 2007

More information

Providing Quality Health Care to a Multicultural America

Providing Quality Health Care to a Multicultural America Providing Quality Health Care to a Multicultural America Kern Health Systems commitment is to provide quality health care to our culturally and linguistically diverse member population. Cultural and Linguistic

More information

Reference Guide: Approved Vendors for Translation and In-Person Interpretation Services

Reference Guide: Approved Vendors for Translation and In-Person Interpretation Services Reference Guide: Approved Vendors for Translation and In-Person Interpretation Services What you need to know The government of D.C. has identified, vetted, and engaged four vendors in a citywide contract

More information

Rights and Responsibilities of Patients

Rights and Responsibilities of Patients RIGHTS AND RESPONSIBILITIES OF PATIENTS Rights and Responsibilities of Patients Patient Rights and Responsibilities At Mayo Clinic, we are concerned that each patient entrusted to our care is treated with

More information

American Red Cross Language Bank

American Red Cross Language Bank American Red Cross Language Bank www.redcross.org 206.709.7339 languagebank@redcross.org Table of Contents Your Local American Red Cross Chapter 2 International Services Programs 3 Interpretation Services

More information

Unit 3. Effective Communication in Health and Social Care. Learning aims

Unit 3. Effective Communication in Health and Social Care. Learning aims Unit 3 Effective Communication in Health and Social Care Learning aims In this unit you will: investigate different forms of communication. investigate barriers to communication in health and social care.

More information

Using Medical Interpreters in Family PACT Settings

Using Medical Interpreters in Family PACT Settings Using Medical Interpreters in Family PACT Settings Self Study Module Presented by Office of Family Planning California Department of Public Health 0 Accompanying Documents for this Module The module evaluation

More information

Faculty Handbook for the Deaf and Hard of Hearing Program

Faculty Handbook for the Deaf and Hard of Hearing Program Faculty Handbook for the Deaf and Hard of Hearing Program The Deaf and Hard of Hearing Program has been providing services for deaf and hard of hearing adults at Napa Valley College since 1964. Deaf and

More information

NATIONAL STANDARDS OF PRACTICE. Interpreters in Health Care NATIONAL COUNCIL ON INTERPRETING IN HEALTH CARE. for. Funded by a grant from

NATIONAL STANDARDS OF PRACTICE. Interpreters in Health Care NATIONAL COUNCIL ON INTERPRETING IN HEALTH CARE. for. Funded by a grant from NATIONAL COUNCIL ON INTERPRETING IN HEALTH CARE NATIONAL STANDARDS OF PRACTICE for Interpreters in Health Care Funded by a grant from National Council on Interpreting in Health Care www.ncihc.org September

More information

American Red Cross Language Bank

American Red Cross Language Bank American Red Cross Language Bank Table of Contents Your Local American Red Cross Chapter 2 International Services Programs 3 Interpretation Services 4 How to Work Effectively With An Interpreter 5 Tips

More information

3. ROLE OF THE COURT INTERPRETER

3. ROLE OF THE COURT INTERPRETER 3. ROLE OF THE COURT INTERPRETER 3. ROLE OF THE COURT INTERPRETER The role of the court interpreter can be defined in the following ways: The duty of the Court Interpreter is to serve as a conduit between

More information

Interpreting Services

Interpreting Services Interpreting Services User Manual August 2013 Office of Research Services Division of Amenities and Transportation Services Introduction Title 5 USC, Section 3102 of the Rehabilitation Act of 1973, as

More information

Summary of Recommendations Providing culturally and linguistically appropriate services is a critical component in promoting

Summary of Recommendations Providing culturally and linguistically appropriate services is a critical component in promoting November 9, 2015 Jocelyn Samuels Director Office for Civil Rights U.S. Department of Health and Human Services 200 Independence Avenue, SW Washington, DC 20201 Main Office 7501 Wisconsin Ave. Suite 1100W

More information

CODE OF PROFESSIONAL RESPONSIBILITY FOR INTERPRETERS IN THE MISSOURI COURT SYSTEM INTRODUCTION PREAMBLE APPLICABILITY

CODE OF PROFESSIONAL RESPONSIBILITY FOR INTERPRETERS IN THE MISSOURI COURT SYSTEM INTRODUCTION PREAMBLE APPLICABILITY CODE OF PROFESSIONAL RESPONSIBILITY FOR INTERPRETERS IN THE MISSOURI COURT SYSTEM INTRODUCTION The following document is a Code of Professional Responsibility for Interpreters in the Missouri Court System.

More information

Please note this bulletin replaces Equality Bulletin 34.

Please note this bulletin replaces Equality Bulletin 34. Equality Unit Equality bulletin number 40 Updated Guidelines for Using Interpretation & Translation Services for People Needing Language Support and Alternative Formats for People with Disabilities Introduction

More information

EFFECTIVE COMMUNICATION IN HOSPITALS INITIATIVE

EFFECTIVE COMMUNICATION IN HOSPITALS INITIATIVE 1 EFFECTIVE COMMUNICATION IN HOSPITALS INITIATIVE for Individuals Who Are LIMITED ENGLISH PROFICIENT (LEP) and Individuals Who Are DEAF OR HARD OF HEARING Tamara L. Miller Deputy Director for Civil Rights

More information

Safety Shelter of St. Johns County, Inc. dba Betty Griffin House. Limited English Proficiency Plan

Safety Shelter of St. Johns County, Inc. dba Betty Griffin House. Limited English Proficiency Plan Safety Shelter of St. Johns County, Inc. dba Betty Griffin House Limited English Proficiency Plan The mission of Safety Shelter of St. Johns County, Inc. is to offer protection and quality services for

More information

SAN JOSE POLICE DEPARTMENT LANGUAGE ACCESS PLAN

SAN JOSE POLICE DEPARTMENT LANGUAGE ACCESS PLAN SAN JOSE POLICE DEPARTMENT LANGUAGE ACCESS PLAN August 2014 I. PURPOSE The San Jose Police Department (SJPD or Department) recognizes the importance of effective and accurate communication between its

More information

The Oregon Health Care Interpreter Program and Health System Transformation

The Oregon Health Care Interpreter Program and Health System Transformation The Oregon Health Care Interpreter Program and Health System Transformation 6 th Annual Hawaii Conference on Language Access Dr. David Cardona, MD, MPH Overview What are HCIs and why are they important

More information

Interpreting and Translating

Interpreting and Translating This document is uncontrolled once printed. Please refer to the Trusts Intranet site for the most up to date version Interpreting and Translating NGH-GU-290 Ratified By: Procedural Document Group Date

More information

HCAHPS Survey SURVEY INSTRUCTIONS

HCAHPS Survey SURVEY INSTRUCTIONS HCAHPS Survey SURVEY INSTRUCTIONS You should only fill out this survey if you were the patient during the hospital stay named in the cover letter. Do not fill out this survey if you were not the patient.

More information

TRANSLATION AND INTERPRETATION SERVICES

TRANSLATION AND INTERPRETATION SERVICES TRANSLATION AND INTERPRETATION SERVICES GUIDELINES INTRODUCTION These guidelines pertain to school generated documents that address academic support and compliance, school site events, and documents for

More information

THE TERMINOLOGY OF HEALTH CARE INTERPRETING A glossary of terms

THE TERMINOLOGY OF HEALTH CARE INTERPRETING A glossary of terms The National Council on Interpreting in Health Care Working Papers Series THE TERMINOLOGY OF HEALTH CARE INTERPRETING A glossary of terms This Guide was produced under a contract between the Department

More information

POLICY and PROCEDURE. TITLE: Medical Interpreter Services. TITLE: Medical Interpreter Services

POLICY and PROCEDURE. TITLE: Medical Interpreter Services. TITLE: Medical Interpreter Services TITLE: Medical Interpreter Services Number: 9494 Version: 9494.6 Type: Patient Care Author: Elizabeth Swan POLICY and PROCEDURE Effective Date: 2/1/2012 Original Date: 9/15/2008 Approval Date: 1/24/2012

More information

Massachusetts Department of Elementary and Secondary Education

Massachusetts Department of Elementary and Secondary Education Massachusetts Department of Elementary and Secondary Education 75 Pleasant Street, Malden, Massachusetts 02148-4906 Telephone: (781) 338-3000 TTY: N.E.T. Relay 1-800-439-2370 Mitchell D. Chester, Ed.D.

More information

IPCC translation and interpretation policy. February 2015

IPCC translation and interpretation policy. February 2015 IPCC translation and interpretation policy February 2015 September 2013 1 Contents 1. Introduction 1.1 Scope 1.2 Definitions 1.3 Aims of this policy 1.4 Contact for queries on this policy 2. Background

More information

ADHB Interpreter Service Online Booking System

ADHB Interpreter Service Online Booking System ADHB Interpreter Service Online Booking System A Guide for: Interpreters PREFACE ADHB Copyright Information Copyright by Auckland District Health Board, Auckland, New Zealand. This publication or any part

More information

GUIDE TO PATIENT COUNSELLING

GUIDE TO PATIENT COUNSELLING Guide To Patient Counselling page - 1 - GUIDE TO PATIENT COUNSELLING Communication is the transfer of information meaningful to those involved. It is the process in which messages are generated and sent

More information

SIGHT TRANSLATION AND WRITTEN TRANSLATION Guidelines for Healthcare Interpreters

SIGHT TRANSLATION AND WRITTEN TRANSLATION Guidelines for Healthcare Interpreters The National Council on Interpreting in Health Care Working Papers Series SIGHT TRANSLATION AND WRITTEN TRANSLATION Guidelines for Healthcare Interpreters The National Council on Interpreting in Health

More information

Language Services: The Why and the How January 2015

Language Services: The Why and the How January 2015 Language Services: The Why and the How January 2015 0 Objectives When this course is complete, you should be able to: Recognize the importance of providing culturally and linguistically appropriate services

More information

Advanced Women's HealthCare, SC Registration Form

Advanced Women's HealthCare, SC Registration Form Patient Full Name Address Advanced Women's HealthCare, SC Registration Form Street Account # Provider Last First Middle Maiden(0ther) Apt/Suite# City State Zip Code Phone # (Please circle preferred contact

More information

STRATEGIC LANGUAGE ACCESS PLAN (LAP)

STRATEGIC LANGUAGE ACCESS PLAN (LAP) 2014 Updates STRATEGIC LANGUAGE ACCESS PLAN (LAP) TO IMPROVE ACCESS TO CMS FEDERALLY CONDUCTED ACTIVITIES BY PERSONS WITH LIMITED ENGLISH PROFICIENCY (LEP) DEPARTMENT OF HEALTH & HUMAN SERVICES Centers

More information

Consider this case example of an encounter between a provider, patient and interpreter:

Consider this case example of an encounter between a provider, patient and interpreter: Working with Interpreters Consider this case example of an encounter between a provider, patient and interpreter: An older female Bhutanese refugee goes to the doctor to begin treatment planning for her

More information

Interpreting and Translation in NHS Lothian Policy for Meeting the Needs of People with Limited English Proficiency

Interpreting and Translation in NHS Lothian Policy for Meeting the Needs of People with Limited English Proficiency Interpreting and Translation in NHS Lothian Policy for Meeting the Needs of People with Limited English Proficiency Unique ID: NHSL. Author (s): James Robinson Category/Level/Type: 1 policy/protocol Version:

More information

Language Access/ Interpreter Services Policy

Language Access/ Interpreter Services Policy Language Access/ Interpreter Services Policy Purpose To ensure that all limited English proficient (LEP) and hearing-impaired patients and authorized representatives are able to understand their medical

More information

Interpreting and Translation Policy and Procedures

Interpreting and Translation Policy and Procedures Interpreting and Translation Policy and Procedures Printed copies must not be considered the definitive version DOCUMENT CONTROL POLICY NO. 95 Policy Group Corporate Author Hazel Dykes Version no. 1.1

More information

SPAN 203: Intermediate Spanish I

SPAN 203: Intermediate Spanish I SPAN 203: Intermediate Spanish I Course Description and Objectives SPAN 203 is a three-credit hour course designed to continue your study of the Spanish language and the many facets of Hispanic culture,

More information

Derby Translations. Translation for all languages. Active Knowledge. Team of Experts. Quality Is Our Priority. Competitive Prices.

Derby Translations. Translation for all languages. Active Knowledge. Team of Experts. Quality Is Our Priority. Competitive Prices. Active Knowledge Team of Experts Quality Is Our Priority Competitive Prices 100% Performance Fast Delivery Derby Translations is one of the UAE leading translation and language services providers, has

More information

SPEAK UP! Rights of English Language Learners

SPEAK UP! Rights of English Language Learners SPEAK UP! Rights of English Language Learners Presented by: Advocates for Justice and Education (AJE) The District of Columbia Parent Training and Information Center Between 1979 and 2008, the number of

More information

Meaningful Access to Translation & Interpretation Services

Meaningful Access to Translation & Interpretation Services Meaningful Access to Translation & Interpretation Services 1 FOR LIMITED ENGLISH PROFICIENT (LEP) INDIVIDUALS SERVED BY TUSD Presented by Salvador Gabaldón, Language Acquisition Specialist Luis Orantes,

More information

Guidelines for Note Takers

Guidelines for Note Takers Services for Students with Disabilities Guidelines for Note Takers August, 2009 (Revised) Table of Contents Introduction..3 Documentation of Disability...3 Qualifications for Note Takers.. 4 Obtaining

More information

Office of Language Access Instructions for Language Access Reporting Tool for State Agencies

Office of Language Access Instructions for Language Access Reporting Tool for State Agencies Office of Language Access Instructions for Language Access Reporting Tool for State Agencies General Instructions: For each category, record (1) the Total for the column on the top line; and (2) the number

More information

Translation and Interpretation Services Manual

Translation and Interpretation Services Manual PRINCE WILLIAM COUNTY PUBLIC SCHOOLS Translation and Interpretation Services Manual PWCS ESOL OFFICE Translation Services Janine Sadki, Director of ESOL CONTACT: T AMARA MARTINEZ, TRANSLATION AND INTERPRETATION

More information

HCAHPS Survey SURVEY INSTRUCTIONS

HCAHPS Survey SURVEY INSTRUCTIONS HCAHPS Survey SURVEY INSTRUCTIONS You should only fill out this survey if you were the patient during the hospital stay named in the cover letter. Do not fill out this survey if you were not the patient.

More information

Cultural and Linguistic Services Training: SFHP Provider Network

Cultural and Linguistic Services Training: SFHP Provider Network Cultural and Linguistic Services Training: SFHP Provider Network Training Goals Define terms related to language access Learn how to work with interpreters Define culture, cultural competence, and cultural

More information

Swiss American Hotel 534 Broadway Street, San Francisco, CA 94133 Phone (415) 397-4338 Fax (415) 397-4334

Swiss American Hotel 534 Broadway Street, San Francisco, CA 94133 Phone (415) 397-4338 Fax (415) 397-4334 Swiss American Hotel 534 Broadway Street, San Francisco, CA 94133 Phone (415) 397-4338 Fax (415) 397-4334 An Affordable Housing Community Professionally Managed by Chinatown Community Development Center

More information

JUDICIARY OF THE STATE OF NEW JERSEY Court Interpreter Band Specification

JUDICIARY OF THE STATE OF NEW JERSEY Court Interpreter Band Specification JUDICIARY OF THE STATE OF NEW JERSEY Court Interpreter Band Specification BAND SUMMARY Court Interpreters convey spoken, written or signed communications between two languages. They possess a native-like

More information

Issue Brief. Language Lessons: Palliative Care Training for Interpreters. Introduction. Survey of Health Care Interpreters

Issue Brief. Language Lessons: Palliative Care Training for Interpreters. Introduction. Survey of Health Care Interpreters Language Lessons: Palliative Care Training for Interpreters Introduction Clear communication is the heart and soul of palliative care specialized medical care focused on providing patients with relief

More information

LONDON BOROUGH OF HAVERING EQUALITY ANALYSIS

LONDON BOROUGH OF HAVERING EQUALITY ANALYSIS LONDON BOROUGH OF HAVERING EQUALITY ANALYSIS EXTENSION TO THE PARTNERSHIP AGREEMENT FOR THE PROVISION OF TRANSLATION AND INTERPRETING SERVICES SCOPE OF PROPOSAL 1. What is the scope and intended outcomes

More information

Now it s your call anytime, anywhere with Relay New Mexico Service.

Now it s your call anytime, anywhere with Relay New Mexico Service. Now it s your call anytime, anywhere with Relay New Mexico Service. Relay New Mexico Service makes telephone conversations possible for individuals who are deaf, hard of hearing, deaf-blind or have difficulty

More information

Brazos School for Inquiry and Creativity

Brazos School for Inquiry and Creativity English as a Second Language (ESL) January 2013 It is the policy of the Brazos School for Inquiry and Creativity not to discriminate on the basis of race, color, national origin, sex or handicap in its

More information

Patient Experience Value Based Purchasing HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) Nursing

Patient Experience Value Based Purchasing HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) Nursing Patient Experience Value Based Purchasing HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) Nursing HCAHPS Domain Survey Questions Recommendation Communicate NEW MEDICATIONS Communicate

More information

Interpreter Protocols. South Australia

Interpreter Protocols. South Australia Interpreter Protocols South Australia 2 Table of Contents 1. Protocols for working with interpreters... 3 Preamble... 3 When to engage an interpreter... 3 2. Responsibility to engage an interpreter procedural

More information

Patient Registration Form

Patient Registration Form 900 Carillon Parkway Suite 404 St. Petersburg, FL 33716 727-572-1333 727-572-1331 fax www.spencerdermatology.com Patient Registration Form Today s : Name: Suffix First Middle Last of Birth: / / Age: Sex:

More information

DSPS ACCOMMODATIONS & INTERPRETING SERVICES. Revised 1/2007 OHLONE COLLEGE FREMONT, CALIFORNIA

DSPS ACCOMMODATIONS & INTERPRETING SERVICES. Revised 1/2007 OHLONE COLLEGE FREMONT, CALIFORNIA INSTRUCTOR HANDBOOK DSPS ACCOMMODATIONS & INTERPRETING SERVICES Revised 1/2007 OHLONE COLLEGE FREMONT, CALIFORNIA INTRODUCTION The Ohlone College DSP&S Accommodations and Interpreting Services Office provides

More information

LIMITED ENGLISH PROFICIENCY LEP TRAINING. Neighborhood Service Organization Performance Improvement Department

LIMITED ENGLISH PROFICIENCY LEP TRAINING. Neighborhood Service Organization Performance Improvement Department LIMITED ENGLISH PROFICIENCY LEP TRAINING Neighborhood Service Organization Performance Improvement Department Limited English Proficiency (LEP) What is it? What does it mean to you? How do you implement

More information

The Orthopedic and Sports Medicine Institute Michael Boothby M.D. Richard Wilson M.D. Bret Beavers M.D. William J Shaw IV-PA-C Jeff Curtis PA-C

The Orthopedic and Sports Medicine Institute Michael Boothby M.D. Richard Wilson M.D. Bret Beavers M.D. William J Shaw IV-PA-C Jeff Curtis PA-C Today s Date: Patient Name: Last First Middle Initial Date of Birth: Age: Social Security Number: Gender: M F Preferred Phone: Secondary Phone: Home Address: City: State: Zip: Email Address: Employer:

More information

SHP_2014691. Cultural Competency and Healthcare Literacy Training

SHP_2014691. Cultural Competency and Healthcare Literacy Training Cultural Competency and Healthcare Literacy Training Agenda Health Communication Health Literacy Cultural Competency Limited English Proficiency (LEP) Auxiliary Aids & Interpreter Services Ensuring Compliance

More information

Language Development and Deaf Children

Language Development and Deaf Children Language Development and Deaf Children What is the difference between speech and language? Language is the words, structures, thoughts and concepts we have in our minds. Speech is one way in which we communicate

More information

CALIFORNIA. Judicial Council of California. Candidate Information Bulletin for those taking the Written

CALIFORNIA. Judicial Council of California. Candidate Information Bulletin for those taking the Written CALIFORNIA Judicial Council of California Candidate Information Bulletin for those taking the Written, Oral Proficiency s, and Bilingual Interpreting Effective October 15, 2015 Published by Prometric Providing

More information

ADMINISTRATIVE REGULATION

ADMINISTRATIVE REGULATION 2 of 6 PURPOSE To establish authority, responsibility and procedures for interpretation and translation services within the Nebraska (NDCS). GENERAL It is the policy of NDCS to facilitate oral and written

More information

Tip Cards. Language and communication support. People with a learning disability. People with a sensory impairment. Guiding people and assistance dogs

Tip Cards. Language and communication support. People with a learning disability. People with a sensory impairment. Guiding people and assistance dogs Tip Cards Dundee Equality and Diversity Partnership Language and communication support People from minority ethnic communities People with a learning disability People with a sensory impairment Guiding

More information

Granite State Health Plan s New Hampshire Healthy Families (NHHF) 2015 Cultural Competency Plan

Granite State Health Plan s New Hampshire Healthy Families (NHHF) 2015 Cultural Competency Plan Granite State Health Plan s New Hampshire Healthy Families (NHHF) 2015 Cultural Competency Plan INTRODUCTION New Hampshire Healthy Families (NHHF) is committed to establishing multicultural principles

More information

Patient Bill of Rights and Responsibilities

Patient Bill of Rights and Responsibilities Patient Bill of Rights and Responsibilities The patient or the patient s legal representative has the right to be informed of the patient s rights and responsibilities as a patient through effective means

More information

New Patient Information Guide

New Patient Information Guide Admit-22 10/1/13 New Patient Information Guide H John Muir Health Hospitals Physician Offices B John Muir Medical Center Walnut Creek Concord John Muir Behavioral Health Center Concord Urgent Care Centers

More information

5. Interpreting and Translation

5. Interpreting and Translation 5. Interpreting and Translation This chapter includes: Key definitions for interpreting Policies for interpreting Procedures for interpreting Key definitions for translation Policies for translation Procedures

More information

Global Pre-intermediate CEF descriptors

Global Pre-intermediate CEF descriptors Global Pre-intermediate Listening A2 Unit Page I can understand what is said clearly, slowly and directly to me in simple everyday conversation; it is possible to make me understand, if the speaker can

More information

Deaf and hard of hearing people s experience when accessing health services in Slough

Deaf and hard of hearing people s experience when accessing health services in Slough Deaf and hard of hearing people s experience when accessing health services in Slough March 2014 1 P a g e Index Executive Summary...2 Recommendations....3 Deafness in Slough and the UK........4 Deaf patients

More information

ELPS TELPAS. Proficiency Level Descriptors

ELPS TELPAS. Proficiency Level Descriptors ELPS TELPAS Proficiency Level Descriptors Permission to copy the ELPS TELPAS Proficiency Level Descriptors is hereby extended to Texas school officials and their agents for their exclusive use in determining

More information

Online courses offered by the New Mexico Center for Language Access in partnership with the National Center for State Courts

Online courses offered by the New Mexico Center for Language Access in partnership with the National Center for State Courts Online courses offered by the New Mexico Center for Access in partnership with the National Center for State Courts Course Dates Description Justice System Certificate Program Jan 27 May 12 Sep 8 Spanish

More information

Washington State Department of Social and Health Services Language Access Program Overview

Washington State Department of Social and Health Services Language Access Program Overview Washington State Department of Social and Health Services Language Access Program Overview Background Information In the 1980 s and earlier 1990 s the Washington State Department of Social and Health Services

More information

APPLICATION FOR NON-EMPLOYEES

APPLICATION FOR NON-EMPLOYEES APPLICATION FOR NON-EMPLOYEES NorthEast Treatment Centers is an Equal Opportunity company and does not discriminate on the basis of race, color, religion, gender, age, ethnic or national origin, handicap,

More information

To help people with disabilities find and maintain employment, and enhance their independence.

To help people with disabilities find and maintain employment, and enhance their independence. 1 This handbook outlines the services offered by Vocational Rehabilitation (VR) and provides an overview of the VR program. Keep this booklet handy so you can refer to it at any time. If you have questions,

More information

http://www.transfluenci.com General Services Administration

http://www.transfluenci.com General Services Administration http://www.transfluenci.com 119 Industrial Drive P.O. Box 1006 East Longmeadow, MA 01028 Phone: (413) 737-1888 Fax: (413) 737-0188 Contract Administrator Jessica M. Ridley jessica@transfluenci.com General

More information

NEIGHBORHOOD LEGAL SERVICES OF LOS ANGELES COUNTY LANGUAGE ACCESS POLICY

NEIGHBORHOOD LEGAL SERVICES OF LOS ANGELES COUNTY LANGUAGE ACCESS POLICY NEIGHBORHOOD LEGAL SERVICES OF LOS ANGELES COUNTY LANGUAGE ACCESS POLICY Neighborhood Legal Services of Los Angeles County (NLS-LA) is committed to providing the same high quality legal services to everyone

More information

Department of Health and Human Services Policy ADMN 004, Attachment A

Department of Health and Human Services Policy ADMN 004, Attachment A WASHINGTON COUNTY Department of Health and Human Services Policy ADMN 004, Attachment A HHS Confidentiality Agreement Including HIPAA (Health Information Portability and Accessibility Act of 1996) OREGON

More information

Neighborhood Health Partnership

Neighborhood Health Partnership Neighborhood Health Partnership Answers to Frequently Asked Questions Q. Whom do I call for assistance or if I need information in another language? A. Call Customer Service at the phone number on your

More information

Promoting Cultural Awareness and Language Assistance in Health Care

Promoting Cultural Awareness and Language Assistance in Health Care Promoting Cultural Awareness and Language Assistance in Health Care Why is this important? Millions of Americans lack quality health care because they have trouble communicating with their health care

More information

Test of English for Aviation. Guide for: Test-takers & Teachers

Test of English for Aviation. Guide for: Test-takers & Teachers Guide for: Test-takers & Teachers What is the TEA test? TEA is a test of your ability to communicate in English it is not a test of your operational knowledge. TEA is a test of plain English in an aviation

More information

Limited English Proficiency Plan Final February 19, 2014

Limited English Proficiency Plan Final February 19, 2014 Madison Athens-Clarke Oconee Regional Transportation Study (MACORTS) & Athens Transit System (ATS) Limited English Proficiency Plan Final February 19, 2014 Prepared by Athens-Clarke County Planning Department

More information

HEALTHCARE INTERPRETING IN THE USA

HEALTHCARE INTERPRETING IN THE USA HEALTHCARE INTERPRETING IN THE USA On the rise: interpreting services in healthcare settings Lourdes Sanchez, MS, CMI New York, NY The Beginning Migration Groups that influenced healthcare interpreting

More information

Auxiliary Aid Service Provision and Network Monitoring Plan

Auxiliary Aid Service Provision and Network Monitoring Plan Auxiliary Aid Service Provision and Network Monitoring Plan This plan delineates how Central Florida Cares Health System (CFCHS), Inc. provides auxiliary aid services, and monitors CFCHS Subcontractors

More information

Maryland 4-H Public Speaking Guide

Maryland 4-H Public Speaking Guide Maryland 4-H Public Speaking Guide Do you have questions? Contact Tom Hutson, 4-H Educator University of Maryland Extension Talbot County (410) 822-1244 or thutson@umd.edu Equal access/opportunity programs

More information

Members of the healthcare team within their professional scope of practice.

Members of the healthcare team within their professional scope of practice. TITLE Guide to Interpreter Services NUMBER NH-RE-RI-300 Jun 08 JCAHO FUNCTIONS APPLIES TO I. SCOPE / PURPOSE RI, TX, PF Novant Health facilities The purpose of this policy is to promote consistency in

More information

Understanding Your Medical Bill

Understanding Your Medical Bill Understanding Your Medical Bill THANK YOU for choosing University of Maryland Medical Center (UMMC) as your healthcare provider. We are committed to providing excellence in the delivery of healthcare.

More information

WA HEALTH LANGUAGE SERVICES POLICY September 2011

WA HEALTH LANGUAGE SERVICES POLICY September 2011 WA HEALTH LANGUAGE SERVICES POLICY September 2011 CULTURAL DIVERSITY UNIT PUBLIC HEALTH DIVISION . WA HEALTH LANGUAGE SERVICES POLICY WA HEALTH LANGUAGE SERVICES POLICY... 2 Foreword... 3 1 CONTEXT...

More information

Freelance Court Interpreter Handbook

Freelance Court Interpreter Handbook Wisconsin Director of State Courts Freelance Court Interpreter Handbook Office of Court Operations Court Interpreter Program 110 East Main Street, Suite #410 Madison, WI 53703 March 23, 2012 Table of Contents

More information

DEPARTMENT OF SOCIAL AND HEALTH SERVICES MEDICAL ASSISTANCE ADMINISTRATION Olympia, Washington

DEPARTMENT OF SOCIAL AND HEALTH SERVICES MEDICAL ASSISTANCE ADMINISTRATION Olympia, Washington DEPARTMENT OF SOCIAL AND HEALTH SERVICES MEDICAL ASSISTANCE ADMINISTRATION Olympia, Washington To: All Providers Memorandum No: 04-57 MAA Managed Care Plans Issued: June 24, 2004 CSD Regional Administrators

More information

IDENTIFICATION, EVALUATION AND INTERVENTION FOR ELL STUDENTS WITH COMMUNICATION DISORDERS

IDENTIFICATION, EVALUATION AND INTERVENTION FOR ELL STUDENTS WITH COMMUNICATION DISORDERS IDENTIFICATION, EVALUATION AND INTERVENTION FOR ELL STUDENTS WITH COMMUNICATION DISORDERS INTRODUCTION Public school systems in the United States have experienced a significant increase in the number of

More information