Edward M. Kennedy Community Health Center Contents of Online Training
WORKING WITH INTERPRETERS- rev 10_17_2012
At EMKCHC our patients speak 93 languages. Interpreter services are very important to provide
culturally competent health care and are critical for patient safety. We work with onsite
interpreters and telephonic interpreters. Working with onsite interpreters is always our first choice
but there are times when the interpreter is busy with other patients or the patient speaks a
language for which we do not have an onsite interpreter. In these situations, please call telephonic
interpreters.
THE ROLE OF AN INTERPRETER AT EMKCHC
The role of the interpreter is to interpret for meaning. Interpreters will not translate word-forword but rather concept-by-concept. The interpretation may be longer or shorter than you expect.
The interpreter may also act as a cultural broker. He/she may ask you for permission to explain
something to you about the patient’s culture and may provide advice about how to restate your
question or make other changes to be culturally sensitive to the patients needs. For instance, in
some communities it is not acceptable for a woman to discuss family planning in the same room as
a male family member. The interpreter may ask to take a break in the interpretation to inform you
of a cultural issue.
KNOWING THAT A PATIENT NEEDS AN INTERPRETER
When patients register at the health center, we ask preferred “language” and if they need an
interpreter (“language barrier”). This information is recorded in the EPM. Each time an
appointment is booked, the patient is asked if they will need an interpreter for the visit and this
information is put in the “interpreter language" field which is connected to the visit.
In the EHR you can view patient’s preferred “language” under patient demographics but interpreter
need (“language barrier”) can only be viewed in the EPM.
ONSITE INTERPRETERS AND HOW TO REQUEST AN INTERPRETER
Onsite interpreters in Framingham speak Spanish and Portuguese. Onsite interpreters in Worcester
speak Spanish, Portuguese, Arabic, Albanian and Nepali. In Worcester, call the interpreter phone
ext. 1515 to request an interpreter. If there is no answer, all x1106 to page the interpreter to your
extension. If there is no response, the interpreter is busy and you can use telephonic interpreters.
TELEPHONIC INTERPRETERS
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You can reach telephonic interpreters by calling x1111. You will be asked to provide the pt med
record#, your name (or 3 letter provider code), language needed, your department and
department phone access code. Department phone access codes are on the phones and in the
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library-“General Info and Instructions”- “How To Documents”. For Arabic you can specifically
ask for Iraqi-Arabic and for Portuguese you can specifically ask for Brazilian-Portuguese.
We strongly discourage putting the telephonic interpreter on “hold”. We pay by the minute and
the service is very expensive. Rather than putting the interpreter on hold, let the interpreter
know you will be calling back in ____ minutes, write down their interpreter code and when you
call back you can request the same interpreter (or a new person if you prefer).
If you have concerns about the quality of the telephonic interpreter services or the connection
time, please contact Sue Schlotterbeck. Remember you can always say you need to hang up, call
back and request a different interpreter. If you do this, be sure to send an e-mail so we can work
to improve the service.
INTERPRETER INTRODUCTIONS
The interpreter will greet you and let you know that they will introduce themselves to the patient
and inform the patient that everything said will be interpreted throughout the session and the
information shared will be kept confidential.
TIPS FOR WORKING WITH INTERPRETERS
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Always look at the patient (not the interpreter) when you are speaking or the interpreter is
speaking.
Use simple language and short sentences.
Pause after a full thought for interpretation to be accurate and complete.
Avoid asking multiple questions without breaks.
Speak in the first person rather than asking the interpreter to tell something to the patient.
Remember that everything you say will be interpreted.
Use teach back to confirm that the patient understands what you communicated.
Repeat yourself in different words if your message is not understood.
FAMILY MEMBERS, FRIENDS AND UNTRAINED STAFF
We strongly discourage having family members, friends or untrained staff interpret. Our
interpreters completed a medical interpreter training program, passed language testing
requirements in English and interpreter language, and have extensive training in medical
terminology and ethical standards. If a patient would like a family member or friend to interpret,
please explain why we use professional interpreters. If they insist, please have them complete an
interpreter refusal form (interpreters have copies of this form and it is available in the library).
Document “interpreter refused” in the EHR and send the form to medical records to scan into the
EHR.