TRI-CITY MEDICAL
CENTER
INTERPRETATION
&
TRANSLATION PROGRAM
13th Annual Education
Conference
Francisco Valle, MBA, Ph.D. Candidate
Vice President – Marketing, Community Activities & Special Projects
1
Presentation Overview
• Diversity in Our Service Area
• Key Items within the National Standards for Culturally and
Linguistically Appropriate Services (CLAS)
– Standard 4
– Standard 5
– Standard 6
– Standard 7
• TCMC’s Interpretation Program
• Results
2
Tri-City Healthcare District - Demographics
According to a Service Area Market Assessment Study by Medical
Development Specialists Consulting - January 28, 2011:
• Population≈ 500,000 residents in service area that includes 13 zip codes in
Carlsbad, Oceanside and Vista
White
54.8%
Hispanic
32.8%
Asian
5.3%
Black
3.0%
Other
4.1%
• Highly variable median household income
• Lowest is $44,215 in zip code 92054 in Oceanside
• Highest is $109,688 in zip code 92011 in Carlsbad
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3
Linguistically Isolated Members
Aged 14+ Years Old
• According to the 2009 American Community Survey issued by the Census
Bureau, a linguistically isolated household is a household where all
members of the household 14 years and over have at least some difficulty
with English
Key Features of Hispanic Population
Growth
Households Speaking:
Linguistically Isolated Households
Carlsbad
Oceanside
Vista
Spanish
17.4%
33.1%
53.1%
Other Indo-European
languages
4.9%
11.0%
50.2%
Asian and Pacific Island
Languages
17.8%
14.8%
42.0%
Other languages
0.0%
38.6%
16.3%
4
Educational Level
• Education level is an important factors to consider when trying to reach
multicultural markets
Educational Attainment by People 25 Years and Over – Bachelor’s Degree
and Above
U.S. Census Bureau – Current Population Survey, 2010
All races
30.0%
White
30.4%
Asian
52.4%
Black
19.9%
Hispanic
13.9%
5
National Standards for Culturally and
Linguistically Appropriate Services
National Standards for Culturally and Linguistically Appropriate
Services (CLAS) in Health Care
Based on Title VI of the Civil Rights Act of 1964
• Standards 4, 5, 6, and 7 of Title VI of the Civil Rights Act of 1964
(Title VI) deals with services required for limited English proficient
(LEP) individuals
• Title VI requires all entities to ensure that LEP persons have
meaningful access to the health services that they provide
• TCMC complies with these requirements
6
National Standards for CLAS in Health Care
(Continued)
• Health care organizations should:
• Explicitly inquire about the preferred language of each
patient/consumer (e.g., the language in which he or
she feels most comfortable in a clinical or non-clinical
encounter). Record this information in all records.
• TCMC modified its MRS to enforce this requirement +
more
• Health care organizations must provide to
patients/consumers in their preferred language:
• Both verbal offers and written notices of their right to
receive language assistance services
• Language services must be made available to each LEP
individual regardless of the size of the individual’s language
group:
TCMC
• At no cost
complies
• At all points of contact
with all of
• In a timely manner
this
• During all hours of operation
7
National Standards for CLAS in Health Care
(Continued)
• Family and friends should not be used to provide
interpretation services (except on request by the
patient / consumer)
• If requested, a note is added to the patient’s medical record
• A TCMC’s telephone/face-to-face
interpreter must monitor the interpretation
8
Only Staff Personnel Qualified as an Interpreter
can provide Medical Interpretation Services
•
Healthcare organizations must:
• Not rely on staff who are apparently bilingual or lack interpreter
training because it frequently leads to:
• Misunderstanding, Dissatisfaction and Omission of vital information
• Misdiagnoses and Inappropriate treatment
• Lack of compliance
•
Assure the competence of language assistance provided by
interpreters and bilingual clinical, non-clinical and staff person who
are in direct contact with patients
• Assess and ensure the training and competency of individuals who
provide interpretations services
• TCMC’s personnel who have been
qualified through an assessment
performed by TCMC’s outside vendor
are the only ones who can provide
interpretation services
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TCMC’s Current Enhanced Interpretation
Program for All Languages
Contracted Services:
• Telephone & video
interpretation services for
more than 200 languages
• American Sign Language
TCMC’s Assessed/qualified
bilingual clinical, nonclinical and staff personnel
In-house, face-to-face, medical
interpretation service for
SPANISH LANGUAGE ONLY – This
service is available right now by
dialing a direct dedicated
telephone number
• Spanish Sign language
• TTY
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Telephone Interpretation Services for more
than 200 languages
The new LSA phones – Corded Dual Handsets
• LSA phones can be used to obtain interpretation services for more than
200 languages
• Just press the INTERPRETALK button on the phone:
•
When greeted by a coordinator, please provide the following information:
• Department/Unit
• Caller’s Last Name and First Name
• Patient’s Medical Record Number
• Language needed
• Cost Center
11
REMOTE ACCESS TO LSA’s Telephone
Interpretation Services (continued)
•
You can secure the LSA service from any place through any telephone
or cell phone by dialing a dedicated telephone number
 Cost Center
12
Interpretation Services for American Sign
Language, Spanish Sign Language, and TTY
The LSA & Wireless NexTalk Video Remote
Interpretation Service
13
TCMC’s Assessed/Qualified Bilingual
Clinical, Non-Clinical and Staff Personnel
• TCMC has assessed bilingual (English-Spanish, EnglishTagalog, English-German, and English-Russian) clinical, nonclinical and staff personnel who have volunteered to serve
on a dual-role capacity.
• NOTE: The individuals assessed are not used to interpreter at
other units or departments unless there is an emergency
situation
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In-House, Face-To-Face, Medical Interpretation
Service for SPANISH LANGUAGE ONLY
• The in-house, English-Spanish medical interpreters providing Face-To-Face
interpretation services:
• Were rated superior or above by an outside vendor
• Hold a medical interpretation certification
• Have prior experience as medical interpreters
15
Employee Orientation &
Training/Certification Requirements
•
•
•
•
Each employee must complete a competency check list
Compliance with this requirement is tracked in RESQ
This compliance is scanned into each employee file
LBI will track compliance and report each employee not
in compliance with this requirement
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TCMC’s Interpretation Program
• Provides language interpretation services when they are
needed and where they are needed
• Ensures equal access to medical services and communication
tools to LEP patients and their families, friends, support persons,
and surrogate decision makers
• Decreases missteps, misdiagnosis and miscommunications with
LEP patients and their families, friends, support persons, and
surrogate decision makers
• Meets the interpretation services recommended by Title VI,
Joint Commission, and others
• Increases the patient satisfaction scores of TCMC
• Prevents sentinel events caused by miscommunication
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You are probably
thinking:
Does this really work?
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Results 1. Passed with no findings the JC
Survey in Fall 2012
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Results 2. Recognition throughout San Diego
County
Francisco J. Valle
was named by the U-T San Diego
The 2013 Health Professional of the Year
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Result 3. Contribution to The Overall Medical
Center’s Outstanding National Rating
21
Results 4. Hispanic Market Share Growth
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Questions?
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Thank You!
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