BOOKS Angelelli, C. Medical Interpreting and Cross-cultural Communication. New York: Cambridge University Press, 2004. Explores the role of medical interpreters, including their challenges and how they characterize their role. Arabic Medical Glossary. Seattle, WA: Cross Cultural Health Care Program, 2004. English bilingual medical glossary. Contains 2,600 words and definitions. http://www.xculture.org/catalog/product_info.php?products_id=44 Bridging the Gap, an Interactive Textbook for Medical Interpreters. Seattle, WA: Cross Cultural Health Care Program, 2010. Textbook to accompany the 40-hour Bridging the Gap Medical Interpreter Training Course. Available to licensed agencies only. http://www.xculture.org/catalog/product_info.php?products_id=63&o sCsid=8dfdc857bff4af240117820606f3f1ba BTG Trainer's Manual Package. Seattle, WA: Cross Cultural Health Care Program, 2010. Includes a trainer manual, a CD, and access to 4 pre-recorded webinars exclusively for Bridging the Gap trainers. http://www.xculture.org/catalog/product_info.php?products_id=79 Chinese Medical Glossary. Seattle, WA: Cross Cultural Health Care Program, 1996. Mandarin Chinese English bilingual medical glossary. Contains 1,000 terms and definitions. http://www.xculture.org/catalog/product_info.php?products_id=42 Guide to Common Medications. 2nd ed. Seattle, WA: Cross Cultural Health Care Program, 2008. Helps medical interpreters and other allied health professionals better understand the many medications that are discussed in medical interviews. http://www.xculture.org/catalog/product_info.php?products_id=72 Haitian Creole Medical Glossary. Seattle, WA: Cross Cultural Health Care Program, 2004. Haitian Creole/English bilingual medical glossary. Contains 2,600 words and definitions. http://www.xculture.org/catalog/product_info.php?products_id=49 Japanese Medical Glossary. Seattle, WA: Cross Cultural Health Care Program, 2008. Japanese English bilingual medical glossary. Contains over 2,400 medical terms and definitions with translations into Kanji, Hiragana, and Romaji. http://www.xculture.org/catalog/product_info.php?products_id=71 Korean Medical Glossary. Seattle, WA: Cross Cultural Health Care Program, 1996. Korean English bilingual medical glossary. Contains 1,000 terms and definitions. http://www.xculture.org/catalog/product_info.php?products_id=41 Polish Medical Glossary. Seattle, WA: Cross Cultural Health Care Program, 2004. Polish English bilingual medical glossary. Contains 2,600 words and definitions. Spanish Medical Glossary. 2nd ed. Seattle, WA: Cross Cultural Health Care Program, 2003. Spanish English bilingual medical glossary. Contains 2,600 words and definitions. http://www.xculture.org/catalog/product_info.php?products_id=47 Ulmer, C., McFadden, B., and Nerenz, D. R. Race, Ethnicity, and Language Data: Standardization for Health Care Quality Improvement. Washington, DC: National Academies Press, 2009. Identifies current models for collecting and coding race, ethnicity, and language data; reviews challenges involved in obtaining these data, and makes recommendations for a nationally standardized approach for use in health care quality improvement. http://www.nap.edu/catalog.php?record_id=12696 REPORTS Affordable Language Services: Implications for Health Care Organizations. Fresno, CA: Hablamos Juntos, Sep. 2005. Provides an overview on the effects of language barriers on patient safety and quality of health care and identifies challenges health care organizations must address to effectively overcome these barriers. http://www.hablamosjuntos.org/resource_guide_portal/pdf/BriefLang Svcs-21Sept.pdf Andrulis, D., Goodman, N., and Pryor, C. What A Difference An Interpreter Can Make: Health Care Experiences of Uninsured with Limited English Proficiency. Boston: The Access Project, Apr. 2002. Survey results compare the experiences of adults who needed and easily got an interpreter with those who needed and did not get an interpreter (or had difficulty getting one), and with other uninsured who did not need an interpreter. http://www.accessproject.org/downloads/c_LEPreportENG.pdf Barrett, S. E., Dyer, C., and Westphaling, K. Language Access: Understanding the Barriers and Challenges in Primary Care Settings. McLean, VA: Association of Clinicians for the Underserved, 2008. Looks at the language challenges identified by safety net providers in primary health care clinics and the strategies they utilize to meet the care needs of limited English proficient patients. http://www.calendow.org/Collection_Publications.aspx?coll_id=22& ItemID=312# Berger, C. Universal Symbols in Health Care Workbook: Best Practices for Sign Systems. Fresno, CA: Hablamos Juntos, Dec. 2005. Discusses the importance of universal symbols and the benefits they provide to hospitals and health care; provides examples. http://www.hablamosjuntos.org/resources/pdf/Best_PracticesFinalDec15.pdf Brach, C., and Chevarley, F. M. Demographics and Health Care Access and Utilization of Limited-English-Proficient and English- Proficient Hispanics. Rockville, MD: Agency for Healthcare Research and Quality, 2008. Compares LEP Hispanic adults to the group most similar to them— English-proficient Hispanic adults. This report also compares English-proficient Hispanic adults to the white non-Hispanic population and examines whether disparities persist when only the English-proficient Hispanic population is examined. http://www.meps.ahrq.gov/mepsweb/data_files/publications/rf28/rf28 .pdf Certification of Health Care Interpreters in the United States: A Primer, a Status Report and Considerations for National Certification. Woodland Hills, CA: The California Endowment, Sep. 2006. Overview of certification issues for health care interpreters in the United States and discussion of the potential for a national certification program. http://www.calendow.org/Collection_Publications.aspx?coll_id=24& ItemID=314# A Definition of Linguistic Competence. Washington, DC: National Center for Cultural Competence, Jun. 2006. Proposes a definition of linguistic competence that serves as a foundation for determining linguistic competence in health care, mental health and other human service delivery systems. http://www11.georgetown.edu/research/gucchd/nccc/documents/Defi nition%20of%20Linguistic%20Competence.pdf Distinct Places, Shared Opportunity: a Neighborhood-based Analysis of Asian Americans in NYC. New York: Asian Americans for Equality, Inc., Feb. 2011. While not directly addressing health care access, the report points to the high rate of linguistic isolation of Asian Americans compared to other racial or ethnic groups. http://www.aafe.org/rsr/AAFE_AA_Neighborhoods_Report.pdf Downing, B.T., and Bogoslaw, L. H. Effective Patient-Provider Communication across Language Barriers: A Focus on Methods of Translation. Fresno, CA: Hablamos Juntos, Feb. 2003. Discusses the complexity of translation and the qualifications needed by the translator as a basis for undertaking a translation project; offers guidance for designing and managing the work of translation. http://www.hablamosjuntos.org/word_docs/BRUCEHJ_Translation_ Final_Feb03.doc Downing, B.T., and Bogoslaw, L. H. Translation as a Strategy for Effective Communication with Patients and Clients: A How-To Guide. Fresno, CA: Hablamos Juntos, Apr. 2003. Guidelines for individuals responsible for preparing written communication for patients and clients who do not read English. http://www.hablamosjuntos.org/pdf_files/BruceDowningHowTo_Guide_FINAL.pdf Downing, B. T., and Roat, C. E. Models for the Provision of Language Access in Health Care Settings. Fresno, CA: Hablamos Juntos, Jan. 2002. Looks at various models of linguistic accommodation and discusses the advantages and disadvantages of each. http://www.hablamosjuntos.org/pdf_files/Models_for_the_Provision_ of_Language_Access_final_.pdf Fink, L., ed. Culture, Language, and Equitable Care: Clinician Perspectives on Caring for Diverse Patient Populations. Waltham, MA: QuantiaMD, July 27, 2011. Results of a study of physicians and other providers explores clinicians’ thoughts on language and cultural barriers and their effects on patient care. http://www.quantiamd.com/qqcp/QuantiaMD_Culture_Language__Care_study.pdf Ginsburg, J. A. Language Services for Patients with Limited English Proficiency: Results of a National Survey of Internal Medicine Physicians. Philadelphia: American College of Physicians, Apr. 2007. Results of a survey to determine whether internal medicine practices of members of the American College of Physicians provide effective language services. www.calendow.org/uploadedFiles/language_services_for_patients.pd f Givaudan, M., and others. Bridging the Communication Gap: Provider to Patient Written Communication Across Language and Cultural Barriers. Fresno, CA: Hablamos Juntos, Oct. 2002. Describes the forms and functions of written material and its role in facilitating healthcare provider to patient communication and health care decisions within the Latino population. http://www.hablamosjuntos.org/pdf_files/IMIFAP.PaperI.pdf Givaudan, M., and others. Development of an Instrument to Test the Cultural Adequacy of Health Related Written Material for Latinos in the USA. Fresno, CA: Hablamos Juntos, Oct. 2003. Describes an instrument to assess the cultural adequacy of health related written material, either developed in Spanish or written in English and translated into Spanish, and recommendations for the use of the instrument. http://www.hablamosjuntos.org/pdf_files/IMIFAP.PaperII.pdf Guidance and Standards on Language Access Services: Medicare Plans. Washington, DC: U.S. Department of Health & Human Services, Office of Inspector General, July 2010. Results of a survey which was fielded to randomly selected Medicare plans located in counties with a high percentage of limited English proficient individuals. The survey assessed Medicare plans’ voluntary compliance as indicated by the extent to which plans conducted the four-factor assessment recommended by OCR guidance and offered language access services consistent with CLAS standards. http://oig.hhs.gov/oei/reports/oei-05-10-00051.pdf Guidance and Standards on Language Access Services: Medicare Providers. Washington, DC: U.S. Department of Health & Human Services, Office of Inspector General, July 2010. Results of a survey which was fielded to randomly selected Medicare providers located in counties with a high percentage of limited English proficient individuals. The survey assessed Medicare providers’ voluntary compliance as indicated by the extent to which providers conducted the four-factor assessment recommended by OCR guidance and offered language access services consistent with CLAS standards. http://oig.hhs.gov/oei/reports/oei-05-10-00050.pdf Guidance to Federal Financial Assistance Recipients Regarding Title VI Prohibition against National Origin Discrimination Affecting Limited English Proficient Persons. Washington, DC: U.S. Department of Health & Human Services, Office for Civil Rights, Oct. 4, 2006. Provides guidance for recipients of federal financial assistance in determining how best to comply with statutory and regulatory obligations to provide meaningful access to the benefits, services, information, and other important portions of their programs and activities for individuals who are limited English proficient. http://www.hhs.gov/ocr/civilrights/resources/specialtopics/lep/policy guidancedocument.html A Guide to Choosing and Adapting Culturally and Linguistically Competent Health Promotion Materials. Washington, DC: National Center for Cultural Competence, 2003. Guidelines for selecting culturally and linguistically competent health promotion materials, as well as recommendations for adapting such materials for use in health promotion efforts. http://www11.georgetown.edu/research/gucchd/nccc/documents/Mate rials_Guide.pdf Hablamos Juntos: We Speak Together, Final Report. :Wirthlin Worldwide, 2001. Results of a survey to identify how language barriers affect the quality of health care given to patients who are Spanish-speaking, with little or no English abilities. http://www.hablamosjuntos.org/pdf_files/wirthlin_report.pdf Haffner, L., and others. Guide To Interpreter Positioning In Health Care Settings. Washington, DC: National Council on Interpreting in Health Care, Nov. 2003. Looks at pros and cons in interpreter’s choice of positioning in an interpreted session. http://tinyurl.com/q8k9e7 Hasnain-Wynia, R., Pierce, D., and Pittman, M. A. Who, When, and How: The Current State of Race, Ethnicity, and Primary Language Data Collection in Hospitals. New York: The Commonwealth Fund, May 2004. Identifies current practices around race, ethnicity, and primary language data collection in hospitals, addresses barriers and concerns, and makes recommendations for standardizing collection efforts. http://www.cmwf.org/usr_doc/hasnain-wynia_whowhenhow_726.pdf Hasnain-Wynia, R., and others. Hospital Language Services for Patients with Limited English Proficiency: Results from a National Survey. Chicago: Health Research & Educational Trust, 2006. Describes current practices and common barriers, as well as the specific resources and tools needed to provide language services to patients with LEP. http://www.hret.org/hret/languageservices/ Health Care Language Services Implementation Guide. Rockville, MD: U.S. Department of Health & Human Services, Office of Minority Health, n.d. Guide to help health care organizations develop effective language access services to meet the needs of patients with limited English proficiency. https://hclsig.thinkculturalhealth.org/user/home.rails Health Literacy Interventions and Outcomes: An Updated Systematic Review. Rockville, MD: Agency for Healthcare Research and Quality, Mar. 2011. Updates a 2004 systematic review of health care service use and health outcomes related to differences in health literacy level and interventions designed to improve these outcomes for individuals with low health literacy. http://www.ahrq.gov/clinic/tp/lituptp.htm How to Choose and Use a Language Agency. Woodland Hills, CA: The California Endowment, 2003. Provides guidance for health care organizations in considering how a language agency might fit into a language access program, recommendations as to what to look for when choosing an agency, and help to avoid unrealistic expectations of an agency. http://www.calendow.org/uploadedFiles/how_to_choose_use_langua ge_agency.pdf In the Right Words: Addressing Language and Culture in Providing Health Care. San Francisco, CA: Grantmakers in Health, Aug. 2003. Describes the impact of language barriers on health care outcomes, provides an overview of relevant laws and policies, and presents strategies for improving language access. http://www.gih.org/usr_doc/In_the_Right_Words_Issue_Brief.pdf Institute of Medicine. Race, Ethnicity, and Language Data: Standardization for Health Care Quality Improvement. Washington, DC: National Academies Press, 2009. Report recommending collection of more granular ethnicity and language need according to national standards. http://books.nap.edu/openbook.php?record_id=12696 The Interpreter's World Tour: An Environmental Scan of Standards of Practice for Interpreters. Woodland Hills, CA: The California Endowment, Mar. 2005. Summarizes standards of practice in the various arenas of interpreting, including health care/medical interpreting.. http://www.ncihc.org/mc/page.do?sitePageId=57022&orgId=ncihc Jellinek, P., and Isaacs, S. Overcoming Language Barriers to Health Care. Woodland Hills, CA: The California Endowment, 2008. Describes policy efforts at the state and federal levels to overcome language barriers to health care. http://www.calendow.org/Collection_Publications.aspx?coll_id=22& ItemID=312# The Joint Commission 2009 Requirements Related to the Provision of Culturally Competent Patient-Centered Care. Hospital Accreditation Program. Oak Brook Terrace, IL: Joint Commission, 2009. Identifies Joint Commission standards that support the provision of care in a manner that is culturally and linguistically appropriate. http://tinyurl.com/mkon8t Ku, L. Paying for Language Services in Medicare: Preliminary Options and Recommendations. Washington, DC: Center on Budget and Policy Priorities, 2006. Offers recommendations for payment systems for language services in Medicare. http://www.calendow.org/uploadedFiles/Paying_for_language_servic es.pdf Language Access and the Law. Oak Brook Terrace, IL: Joint Commission, Jan. 2008. Summarizes current laws and regulations that address the provision of language services. http://tinyurl.com/mglovc Language Access in Health Care Statement of Principles. Los Angeles, CA: National Health Law Program, Nov. 19, 2007. Statement endorsed by multiple organizations presents an agenda to improve policies and funding for access to health care for individuals with limited English proficiency. http://www.healthlaw.org/library/item.71365 Language Access in Health Care Statement of Principles: Explanatory Guide. Los Angeles, CA: National Health Law Program, Nov. 2007. Expands on the specific elements of the statement of principles. http://www.healthlaw.org/ Language Use and English-Speaking Ability: 2000. Washington, DC: U.S. Census Bureau, 2003. Data from the 2000 census on language spoken at home and the ability to speak English of people aged 5 and over. http://www.census.gov/prod/2003pubs/c2kbr-29.pdf Linguistic Competence in Primary Health Care Delivery Systems: Implications for Policy Makers. Washington, DC: National Center for Cultural Competence, 2003. Policy brief that looks at the need for primary health care organizations to develop policies and practices that support the delivery of linguistically competent health care services. http://www11.georgetown.edu/research/gucchd/nccc/documents/Poli cy_Brief_2_2003.pdf Making the Business Case for Culturally and Linguistically Appropriate Services in Health Care: Case Studies from the Field. Washington, DC: Alliance of Community Health Plans Foundation, 2007. Looks at 13 case examples of organizations that have addressed one or more aspects of the cultural and linguistic needs of patients and identifies the business benefits that have accrued. http://www.achp.org/library/download.asp?id=7034 Mateo, J., and others. Providing Health Care to Limited English Proficient (LEP) Patients: A Manual of Promising Practices. Sacramento, CA: California Primary Care Association, Feb. 2004. Looks at how community clinics and health centers in California have addressed the language access needs of their patients. http://www.hablamosjuntos.org/pdf_files/Providing_Healthcare_LEP _Feb2004.pdf A National Code of Ethics for Interpreters in Health Care. Washington, DC: National Council on Interpreting in Health Care, Jul. 2004. Guiding principles for appropriate behaviors for medical interpreters. http://hospitals.unm.edu/ILS/Documents/NCIHC.pdf National Action Plan to Improve Health Literacy. Rockville, MD: U.S. Department of Health and Human Services, Office of Disease Prevention and Health Promotion, May 2010. Describes a linked, multi-sector effort to improve health literacy, including supporting and expanding local efforts to provide English language instruction and culturally and linguistically appropriate health information services in the community http://www.health.gov/communication/HLActionPlan/pdf/Health_Lit eracy_Action_Plan.pdf National Study of Culturally and Linguistically Appropriate Services in Managed Care Organizations. Bethesda, MD: COSMOS Corporation, Aug., 2003. Examines culturally and linguistically appropriate services implemented by managed care organizations and highlights promising practices http://www.cosmoscorp.com/Docs/FR-CLAS-1_ManagedCare.pdf Development and Validation of Oral and Written Examinations for Medical Interpreter Certification Technical Report. Burbank, CA: PSI Services, LLC., Apr. 2010. Describes the methodology employed by Language Line University (LLU), an affiliate of Language Line Services, the International Medical Interpreters Association (IMIA), and PSI Services LLC (PSI) to construct an oral and written examination for medical interpreter certification. The resulting examination characteristics are also described. http://www.certifiedmedicalinterpreters.org/sites/default/files/Oral%2 0and%20Written%20Medical%20InterpreterTechnical%20Report_fi nal_NB042810.pdf Paras, M. Straight Talk: Model Hospital Policies and Procedures on Language Access. Oakland, CA: California Health Care Safety Net Institute, 2005. http://www.vdh.virginia.gov/ohpp/clasact/documents/CLASact/langu age/StraightTalk.pdf Perkins, J. Ensuring Linguistic Access in Health Care Settings: An Overview of Current Legal Rights and Responsibilities. Washington, DC: The Henry J. Kaiser Family Foundation, Aug. 2003. Issue brief that focuses on the language access responsibilities of federal fund recipients pursuant to the federal civil rights laws. http://www.kff.org/uninsured/loader.cfm?url=/commonspot/security/ getfile.cfm&PageID=22093 Perkins, J., and Youdelman, M. Summary of State Law Requirements Addressing Language Needs in Health Care. Los Angeles, CA: National Health Law Program, Jan. 2008. Citations and brief descriptions of each state’s statutes and regulations regarding services to limited English proficient persons in health care settings. http://www.healthlaw.org/library/item.174993 Perry, S., and others. Improving Language Access: CHIPRA Provides Increased Funding For Language Services. Washington, DC: Families USA, Feb. 2010. Examines the new provisions that were included in the reauthorization of the Children’s Health Insurance Program and how they will affect implementation in the coming months. http://www.familiesusa.org/assets/pdfs/chipra/improving-languageaccess.pdf Physician Perspectives on Communication Barriers Insights from Focus Groups with Physicians Who Treat Non-English Proficient and Limited English Proficient Patients. Fresno, CA: Hablamos Juntos, Mar. 2004. Explores physicians’ experiences with NEP/LEP patients and identifies some of the strategies and actions physicians have taken to address the challenges of communicating with these patients. http://www.hablamosjuntos.org/pdf_files/LSP.Report.Final.pdf Reschovsky, J. D., and Bourkus, E. Modest and Uneven: Physician Efforts to Reduce Racial and Ethnic Disparities. Issue Brief No. 130. Washington, DC: Center for Studying Health System Change, Feb. 2010. Examines physician adoption of practices to overcome communication barriers. http://www.hschange.com/CONTENT/1113/ Roat, C. E. How to Choose and Use a Language Agency: A Guide for Health and Social Service Providers Who Wish to Contract with Language Agencies. Woodland Hills, CA: The California Endowment, 2003. Examines what to look for in a language agency, how to choose an appropriate provider, and what to expect from service. http://www.calendow.org/uploadedFiles/how_to_choose_use_langua ge_agency.pdf Serving Patients with Limited English Proficiency: Results of a Community Health Center Survey. Bethesda, MD: National Association of Community Health Centers, 2008. Results of a survey of its members by the National Association of Community Health Centers to gain information about their experiences in serving patients with limited English proficiency. http://www.calendow.org/Collection_Publications.aspx?coll_id=22& ItemID=312# Shin, H. B., and Kominski, R. A. Language Use in the United States: 2007. Washington, DC: U.S. Census Bureau, Apr. 2010. Analyzes data from the 2007 American Community Survey and over a time period from 1980 – 2007 to quantify the growth in the percentage of speakers of non-English languages in the U.S. http://www.census.gov/prod/2010pubs/acs-12.pdf Standard Guide for Language Interpretation Services. West Conshohocken, PA: ASTM International, 2007. Identifies the components of quality language interpretation services and establishes criteria for each component. Txabarriaga, R. IMIA Guide on Medical Translation. Boston: International Medical Interpreters Association, Jan. 2009. Translation management and quality control guidelines for the medical field. http://www.imiaweb.org/uploads/pages/438.pdf VA Health Care Facilities Have Taken Action to Provide Language Access Services and Culturally Appropriate Care to a Diverse Population. Report GAO-08-535. Washington, DC: U. S. Government Accountability Office, May 2008. Review conducted by the Government Accountability Office of the actions the Department of Veterans Affairs has taken to meet the needs of persons with limited English proficiency, the status of veterans' utilization of language access services, and efforts VA has made to provide culturally appropriate health care services. http://www.gao.gov/products/GAO-08-535 Web Advanced Medical Training Program for Interpreters. Monterey, CA: Language Line Services, n.d. Web-based training program includes 15 hours of independent learning via the web, combined with 15 hours of instructor-led sessions over the phone. http://www.languageline.com/page/lludemo// What a Difference an Interpreter Can Make – Health Care Experiences of Uninsured with Limited English Proficiency. Boston: The Access Project, Apr. 2002. Compares the perceptions and experiences of adults who got an interpreter with those who needed and did not get an interpreter. http://www.hhs.gov/ocr/civilrights/resources/specialtopics/lep/whatad ifferenceaninterpretercanmake.pdf Wynia, M., and Matiasek, J. Promising Practices for PatientCentered Communication with Vulnerable Populations: Examples from Eight Hospitals. New York: The Commonwealth Fund, Aug. 2006. Looks at promising practices from eight hospitals that have achieved success in efforts to lower language barriers and ensure more effective health care interactions with their patients. http://www.commonwealthfund.org/publications/publications_show. htm?doc_id=397067#areaCitation Wynia, M., and others. Collecting and Using Race, Ethnicity and Language Data in Ambulatory Settings: A White Paper with Recommendations from the Commission to End Health Care Disparities. Chicago: American Medical Association, 2011. http://www.ama-assn.org/resources/doc/public-health/cehcdredata.pdf Youdelman, M., and Perkins, J. Providing Language Services in Small Health Care Provider Settings: Examples from the Field. Los Angeles, CA: National Health Law Program, Apr. 2005. Provides an eight-step plan to help small group practices and other providers develop a strategy to meet the needs of their limited English proficient patients. http://www.commonwealthfund.org/usr_doc/810_Youdelman_provid ing_language_services.pdf?section=4039 OTHER KEY RESOURCES 24-Hour, Bilingual Nurse Line Provides Advice and Interpreter Services for Plan Members, Leading to Wiser Decisions and Cost Savings. Rockville, MD: Agency for Healthcare Research and Quality Healthcare Innovations Exchange. Innovation Profile. Dec. 22, 2010. http://www.innovations.ahrq.gov/content.aspx?id=2270 24 Languages: Consumer Health Brochures in Multiple Languages. Salt Lake City, UT: University of Utah Health Sciences Library, n.d. Electronic access to health education brochures in 24 different languages. http://library.med.utah.edu/24languages/ AIDSinfo Translation Tool. Rockville, MD: U. S. Department of Health and Human Services, AIDSinfo, n.d. Allows users to search for HIV/AIDS-related terms in English or Spanish and see definitions in both languages. http://aidsinfo.nih.gov/Glossary/TransTool.aspx Another “Double Helix”: Language and Cultural Challenges in Genetic Counseling Encounters. DiversityRx ―Your Voice‖ Webinar Series: Webinar #9. June 14, 2010. Explores the complexity of genetic counseling encounters and the multiple layers of communication that are integral to assure provision of the best possible, culturally competent patient care. http://www.diversityrxconference.org/YourVoice/Webinars/Webinar-9-Language-Culture-Genetics/190/ Automated, Telephone-Based Interactive, Language-Appropriate Monitoring Engages and Improves Health Behaviors of Low-Income Diabetes Patients. Rockville, MD: Agency for Healthcare Research and Quality Healthcare Innovations Exchange. Innovation Profile. Mar. 17, 2010. http://www.innovations.ahrq.gov/content.aspx?id=1863 Best Practices for Working with Health Care Translation Providers. DiversityRx ―Your Voice‖ Webinar Series: Webinar #5. Mar. 11, 2010. Translation and health care experts share best practices for producing multilingual materials that accurately convey the information in the source document. http://www.diversityrxconference.org/YourVoice/Webinars/Webinar-5-Translation-Best-Practices/183/ Bicultural, Family-Centered Youth Development Program for AtRisk Latino Youth Provides Primary Care, Coaching, and Referrals, Leading to Increased Birth Control Use, Better Health for Youth, and Improved Communication Skills and Confidence. Rockville, MD: Agency for Healthcare Research and Quality Healthcare Innovations Exchange. Innovation Profile. Apr. 28, 2010. http://www.innovations.ahrq.gov/content.aspx?id=2784 Bilingual, Bicultural Asthma Intervention Program Significantly Improves Outcomes for Poor, Inner-City Youth. Rockville, MD: Agency for Healthcare Research and Quality Healthcare Innovations Exchange. Innovation Profile. May 18, 2011. http://www.innovations.ahrq.gov/content.aspx?id=2050 Bilingual, Culturally Competent Community Health Workers Increase Insurance Enrollment, Access to Care, and Self-Efficacy Among Low-Income Latinos. Rockville, MD: Agency for Healthcare Research and Quality, Sep. 2, 2009. http://www.innovations.ahrq.gov/content.aspx?id=2564 Bilingual, Culturally Competent Managers Enhance Access to Prenatal Care for Migrant Women, Leading to Potential for Improved Birth Outcomes. Rockville, MD: Agency for Healthcare Research and Quality Healthcare Innovations Exchange. Innovation Profile. Mar. 3, 2010. http://www.innovations.ahrq.gov/content.aspx?id=1685 Bilingual Interpreter Services: Model Programs. DiversityRx. Descriptions of model programs related to community health centers, state and local health agencies, managed care organizations, and community interpreter services. http://www.diversityrx.org/HTML/MOBISA.htm Building Our Understanding: Culture Insights Communicating with Hispanic/Latinos . Atlanta: Centers for Disease Control and Prevention, n.d. http://www.cdc.gov/healthycommunitiesprogram/tools/pdf/hispanic_l atinos_insight.pdf The Certification Commission for Healthcare Interpreters [CCHI]: The Most Important Elements of a Professional Certification. DiversityRx ―Your Voice‖ Webinar Series: Webinar #10. Sept. 15, 2010. Provides an overview of CCHI, how CCHI is developing its certification and what credentials it will offer. http://www.diversityrxconference.org/YourVoice/Webinars/Webinar-10-CCHI-Interpreter-Certification/194/ Comprehensive, Multilingual Social Services Program Brings Valuable Support to the Elderly, Disabled, and Those with Limited English Proficiency. Rockville, MD: Agency for Healthcare Research and Quality Healthcare Innovations Exchange. Innovation Profile. June 9, 2010. http://www.innovations.ahrq.gov/content.aspx?id=1837 Computerized, Multilingual Visual Medication Schedule and TeachBack Protocols Improve Anticoagulation Control for Low-Literacy Patients. Rockville, MD: Agency for Healthcare Research and Quality Healthcare Innovations Exchange. Innovation Profile. Mar. 17, 2010. http://www.innovations.ahrq.gov/content.aspx?id=1883 Consejos de Salud Para Tí, (Health Advice for You). Rockville, MD: Agency for Healthcare Research and Quality. Monthly online health advice column for Spanish-speaking consumer provides evidence-based tips on preventive health, safe and appropriate use of medications and other medical therapies, ways to get better health care, and other key health care issues. http://www.ahrq.gov/consumer/sp/sp071509.htm Crosswalk of the Office of Minority Health's National Standards for Culturally and Linguistically Appropriate Services (CLAS) and The Joint Commission's 2009 Standards for the Hospital Accreditation Program. Oakbrook Terrace, IL: The Joint Commission, 2008. http://tinyurl.com/nluq7j Effective Communication in Hospitals. Washington, DC: U.S. Department of Health & Human Services, n.d. Compilation of information and resources to help hospitals communicate effectively with patients, family members, and visitors who are deaf or hard-of-hearing and to provide meaningful access to their programs for persons who have limited English proficiency. http://www.hhs.gov/ocr/civilrights/resources/specialtopics/hospitalco mmunication/ Enhancements to Interpreter Program Lead to Better Productivity for Interpreters, More Depression Screening, and Potential Reduction in Readmissions for Non-English–Speaking Patients. Rockville, MD: Agency for Healthcare Research and Quality Healthcare Innovations Exchange. Innovation Profile. Feb. 16, 2011. http://www.innovations.ahrq.gov/content.aspx?id=2037 Expanding Interpreter Role to Include Advocacy and Care Coordination Improves Efficiency and Leads to High Patient and Provider Satisfaction. Rockville, MD: Agency for Healthcare Research and Quality Healthcare Innovations Exchange. Innovation Profile. Feb. 3, 2010. http://www.innovations.ahrq.gov/content.aspx?id=2726 Fernandez, A. Using Bilingual Clinicians to Overcome Language Barriers in Health Care. Rockville, MD: Agency for Healthcare Research and Quality Healthcare Innovations Exchange. Expert Commentary. Aug. 4, 2010. http://www.innovations.ahrq.gov/content.aspx?id=2792&tab=2 Health Literacy Tutoring Program Enhances Access to Culturally Appropriate Education, Increases Knowledge and Skills Among Health Profession Students and Elder Immigrants. Rockville, MD: Agency for Healthcare Research and Quality Healthcare Innovations Exchange. Innovation Profile. July 20, 2011. http://www.innovations.ahrq.gov/content.aspx?id=2598 Health Literacy Universal Precautions Toolkit. Rockville, MD: Agency for Healthcare Research and Quality, Apr. 2010. Toolkit based on the principles of universal precautions, or specific actions that providers can take to make health information more understandable for all patients. http://www.ahrq.gov/qual/literacy/index.html Health Literacy: Using a Self-Assessment Tool to Guide Quality Improvement in Primary Care. DiversityRx ―Your Voice‖ Webinar Series: Webinar #4. Feb. 4, 2010. Discusses a new health literacy practice assessment tool, and a pediatric practice’s experience in using the tool. http://www.diversityrxconference.org/YourVoice/Webinars/Webinar-4-Health-Literacy/182/ Healthcare 411 [web site]. Provides links to all of the Agency for Healthcare Research and Quality’s Spanish podcasts, videos, and public service announcements. http://healthcare411.ahrq.gov/ Honing Cultural and Linguistic Competence. Rockville, MD: Agency for Healthcare Research and Quality, n.d. Web site featuring innovative programs and quality tools for improving cultural and linguistic competence as well as reducing health care disparities for vulnerable populations. http://www.innovations.ahrq.gov/CulturalCompetence.aspx Hospital Provides Non-English-Speaking Patients with Recording of Discharge Instructions in Native Language, Leading to Improved Comprehension and High Satisfaction. Rockville, MD: Agency for Healthcare Research and Quality Healthcare Innovations Exchange. Innovation Profile. Mar. 11, 2011. http://www.innovations.ahrq.gov/content.aspx?id=2869 "I Speak" Language Identification Flashcard. Washington, DC: U. S. Department of Commerce, U.S. Census Bureau, n.d. Flashcard to use with patients in identifying 38 languages. http://www.usdoj.gov/crt/cor/Pubs/ISpeakCards2004.pdf Improving Patient-Provider Communication: Joint Commission Standards and Federal Law [video]. Oakbrook Terrace, IL: The Joint Commission; Washington, DC: U.S. Department of Health and Human Services, Office of Civil Rights, n.d. Video highlights what is required by Joint Commission standards as well as Federal civil rights laws with respect to patients who are deaf/hard of hearing or limited English proficient. Accompanying the video is a list of resources and tools that health care organizations can use to build effective language access programs. http://www.jointcommission.org/PatientSafety/HLC/video_improvin g_pt_provider_comm.htm Información en Español. Rockville, MD: Agency for Healthcare Research and Quality. Web site provides audio and video in Spanish on a wide range of health care issues, including more than 35 consumer guides on health care quality, surgery, health conditions and diseases, quitting smoking, safe use of medicines, understanding health insurance options and prevention and wellness. Also features "Superhéroes," a national public service campaign to encourage Hispanics to become more involved in their health care. http://www.ahrq.gov/consumer/espanoix.htm Insurer's Multifaceted Approach Facilitates Cultural and Linguistic Match between Patient and Mental Health Provider, Leading to Higher Member Satisfaction. Rockville, MD: Agency for Healthcare Research and Quality Healthcare Innovations Exchange. Innovation Profile. Aug. 4, 2010. http://www.innovations.ahrq.gov/content.aspx?id=2863 Language Access and the Law.Minneapolis, MN: Critical Measures, Jan. 2010. E-learning program to address legal issues associated with providers’ legal duty to provide language access services to limited English Proficient patients (LEP). The interactive e-learning course is designed to increase medical professionals' understanding of the business, medical (quality/safety) and legal reasons for providing language access services and how to do so effectively. Provides 2.25 hours of CME-accredited instruction. http://www.criticalmeasures.net/articles-e-learning-released.html Language Coaches Team with Residents to Help Improve Patients' Self Care Skills, Leading to Better Diabetes Management. Rockville, MD: Agency for Healthcare Research and Quality Healthcare Innovations Exchange. Innovation Profile. Aug. 4, 2010. http://www.innovations.ahrq.gov/content.aspx?id=2835 Language Services Action Kit - Interpreter Services In Health Care Settings For People With Limited English Proficiency. Boston: The Access Project and Washington, DC: National Health Law Program, Feb. 2004. Information and resources to support advocates and others working to ensure that people with limited English proficiency in their state have access to language assistance services in health care settings. http://www.cmwf.org/usr_doc/LEP_actionkit_reprint_0204.pdf Language Testing Options 2008. Fresno, CA: Hablamos Juntos, Jun. 2008. Resource list of tools available to assess the foreign language proficiency of prospective interpreters. http://www.hablamosjuntos.org/newsletters/2008/June/pdf/LangTesti ngOptions_06-23-08.pdf Legislation for Language Access by State. North Pembroke, MA: Manhattan Cross Cultural Group, n.d. http://www.qualityinteractions.org/cultural_competence/language.ht ml Medical Group Uses Physician Incentives, Targeted Recruitment Efforts, and Patient Matching to Enhance Access to LanguageConcordant Physicians Among Patients With Limited English Proficiency. Rockville, MD: Agency for Healthcare Research and Quality Healthcare Innovations Exchange. Innovation Profile. Aug. 4, 2010. http://www.innovations.ahrq.gov/content.aspx?id=2792 Medical Interpreting Standards of Practice. Newton, MA: Massachusetts Medical Interpreters Association (now International Medical Interpreters Association), 2007. Standards that address the tasks and skills required for medical interpreting as well as a set of expectations for performance across institutions. http://www.imiaweb.org/uploads/pages/102.pdf More Than Words Toolkit Series. Fresno, CA: Hablamos Juntos, 2009. A resource developed to clarify the translation process and provide a roadmap to help health care organizations improve the quality of their translated materials in order to get better results. http://www.rwjf.org/pr/product.jsp?id=39591 Multipronged Strategy Leads to a Significant Increase in the Provision of Interpretation Services to Patients With Limited English Proficiency. Rockville, MD: Agency for Healthcare Research and Quality Healthcare Innovations Exchange. Innovation Profile. June 15, 2011. http://www.innovations.ahrq.gov/content.aspx?id=2089 National Committee for Quality Assurance and Lilly USA, LLC. Multicultural Health Care: a Quality Improvement Guide. Washington, DC: National Committee for Quality Assurance, Sept. 24, 2009. Web-based tool designed to provide a quality improvement framework for health care organizations seeking to promote more culturally appropriate care, provide equitable access for individuals with limited English proficiency, and reduce health care disparities. http://www.clashealth.org/ The National Board of Certification for Medical Interpreters: How to Prepare for and Take Our Certification Exams. DiversityRx ―Your Voice‖ Webinar Series: Webinar #12. Sept. 20, 2010. Covers the basic aspects of exams, including a step-by-step description of the prerequisites, registration process, types of credentialing, and the scope, topics and format of the written and oral exams. http://www.diversityrxconference.org/YourVoice/Webinars/Webinar-11-Nat-l-Board-of-Certification-forMedical-Interpreters/195/ National Standards for Culturally and Linguistically Appropriate Services in Health Care. Washington, DC: U.S. Department of Health & Human Services, U.S. Office of Minority Health, Mar. 2001. National standards developed to ensure that all people entering the health care system receive equitable and effective treatment in a culturally and linguistically appropriate manner. http://www.omhrc.gov/assets/pdf/checked/executive.pdf Office Guide to Communicating with Limited English Proficient Patients. Chicago: American Medical Association, 2007. Information and resources for physicians and health care staff to provide better care to patients with limited English proficiency (LEP). http://www.ama-assn.org/ama1/pub/upload/mm/433/lep_booklet.pdf Offsite Interpreter Services via Videoconferencing Increases Access to Culturally Competent Care for Rural, Spanish-Speaking Patients. Rockville, MD: Agency for Healthcare Research and Quality Healthcare Innovations Exchange. Innovation Profile. June 15, 2011. http://www.innovations.ahrq.gov/content.aspx?id=2154 Onsite Clinic Staffed by Bilingual, Culturally Competent, Interdisciplinary Team Brings Health Education and Primary Care to Low-Income, Uninsured Workers. Rockville, MD: Agency for Healthcare Research and Quality Healthcare Innovations Exchange. Innovation Profile. Sept. 2, 2009. http://www.innovations.ahrq.gov/content.aspx?id=1834 Paras, M. Straight Talk: Model Hospital Policies and Procedures on Language Access. Oakland, CA: California Health Care Safety Net Institute, 2005 Guidelines and models for policies and procedures addressing the provision of health care services to limited English proficient patients. http://www.calendow.org/uploadedFiles/Straight_Talk_Model_Hospi tal_Policies.pdf A Patient-Centered Guide to Implementing Language Access Services in Healthcare Organizations. Rockville, MD: U.S. Department of Health & Human Services, Office of Minority Health, Sep. 2005. Guide to help health care organizations implement effective language access services to meet the needs of their limited English proficient patients. http://www.omhrc.gov/Assets/pdf/Checked/HC-LSIG.pdf Patient Education Resources. All Languages. Seattle, WA: University of Washington Health Sciences Library and the Harborview Medical Center, n.d. Patient education materials available on the Internet in a variety of different languages. http://ethnomed.org/ethnomed/patient_ed/ http://www.healthlaw.org/library/item.118835Language_Services_Resource_Guide_for_Health_Care_Providers_O ct_06 Physician Incentives, Targeted Recruitment, and Patient Matching Enhance Access to Language-Concordant Physicians for Patients With Limited English Proficiency. Rockville, MD: Agency for Healthcare Research and Quality Healthcare Innovations Exchange. Innovation Profile. Dec. 22, 2010. http://www.innovations.ahrq.gov/content.aspx?id=2792 Short Assessment of Health Literacy for Spanish Adults. Rockville, MD: Agency for Healthcare Research and Quality, Jan. 2009. Health literacy assessment tool containing 50 items designed to assess a Spanish-speaking adult's ability to read and understand common medical terms. http://www.ahrq.gov/populations/sahlsatool.htm Point-to-Talk Booklets. Boston: Massachusetts General Hospital, 2002. Booklets to aid limited English proficient patients in communicating with their caregivers. http://www2.massgeneral.org/interpreters/pointtalk.asp Spanish language guides. Rockville, MD: Agency for Healthcare Research and Quality, Sept. 7, 2010. Series of free evidence-based guides designed to help Spanish speakers understand and compare the risks, benefits and side effects of treatments for eight health conditions. http://effectivehealthcare.ahrq.gov/index.cfm/informacion-enespanol/ Better Communication, Better Care: Provider Tools to Care for Diverse Populations. Newport Beach, CA: Health Industry Collaboration Effort, Inc., July 2010. Resources and tools to assist communication with a diverse patient population base; communicate across language barriers; increase awareness of cultural background and its impact on health care delivery; and provide reference resources for cultural and linguistic services. http://www.innovations.ahrq.gov/disclaimer.aspx?redirect=http%3a% 2f%2fwww.iceforhealth.org%2flibrary%2fdocuments%2fICE_C%26 L_Provider_Toolkit_7.10.pdf Rapid Estimate of Adult Literacy in Medicine. Rockville, MD: Agency for Healthcare Research and Quality, Jan. 2009. Word recognition test to provide clinicians with a valid quick assessment of patient health literacy. http://www.ahrq.gov/populations/sahlsatool.htm Recognizing Innovation in Multicultural Health Care Award. Washington, DC: National Committee for Quality Assurance. Annual award recognizing innovative practices that improve the delivery of culturally and linguistically appropriate services. http://www.ncqa.org/tabid/451/Default.aspx Revamped Processes and Systems Enhance Access to High-Quality Interpretation Services for Patients With Limited English Proficiency. Rockville, MD: Agency for Healthcare Research and Quality Healthcare Innovations Exchange. Innovation Profile. Mar. 31, 2010. http://www.innovations.ahrq.gov/content.aspx?id=2657 Roat, C. E. Addressing Language Access Issues in Your Practice: A Toolkit for Physicians and Their Staff Members. San Francisco, CA: California Academy of Family Physicians, 2005 Presents a systems approach to redesigning medical office practices to provide the highest quality care possible to limited English proficient patients. http://www.familydocs.org/assets/Multicultural_Health/Addressing% 20Language%20AccessToolkit.pdf Sampson, A. Language Services Resource Guide. Washington, DC: National Health Law Program, Oct. 2006. Comprehensive guide to assessing language access needs, developing a plan, identifying resources, and conducting interpreter training. Speaking Together: Tools for Improving Language Services Delivery. Washington, DC: Speaking Together: National Language Services Network, 2007. Tools and ideas for hospitals to use in facilitating effective patient communication in their institutions. http://www.speakingtogether.org/media/file/ToolsDocumentFINAL0 4-03-08.pdf Toolkit for Making Written Material Clear and Effective. Baltimore, MD: Centers for Medicare and Medicaid Services, Sept. 2010. A set of tools to help health care providers and others make written material in printed formats easier for people to read, understand, and use. http://www.cms.gov/WrittenMaterialsToolkit/ Tools to Address Disparities in Health: Communications Resources to Close the Gap. Washington, DC: America’s Health Insurance Plans, 2006. Compendium of resources for health insurance plans, physicians, and health care organizations that incorporating culturally and linguistically appropriate messages into communications with consumers. http://www.hablamosjuntos.org/resources/pdf/AHIP_Communication sResources_to_Close_the_Gap_%20may2006.pdf Two Tablets...¿Pero Cuándo? Addressing Language Barriers in the Pharmacy. DiversityRx ―Your Voice‖ Webinar Series: Webinar #3. Dec. 11, 2009. Describes initiatives in three states to improve communication in pharmacies. http://www.diversityrxconference.org/YourVoice/Webinars/Webinar-3-Meds-LEP/165/ Unified Health Communication 101: Addressing Health Literacy, Cultural Competency, and Limited English Proficiency. Rockville, MD: U. S. Department of Health and Human Services, Health Resources and Services Administration, 2009. Free online learning tool designed to help health care professionals Improve patient communication skills, increase awareness and knowledge, and implement patient-centered communication practices. http://www.hrsa.gov/healthliteracy/training.htm Urban Clinic Provides Free, Bilingual Primary and Specialty Care to Uninsured, Undocumented Immigrants. Rockville, MD: Agency for Healthcare Research and Quality Healthcare Innovations Exchange. Innovation Profile. Feb. 3, 2010. http://www.innovations.ahrq.gov/content.aspx?id=2275 What Is Cultural and Linguistic Competence? Rockville, MD: Agency for Healthcare Research and Quality, Feb. 2003. Definitions of cultural and linguistic competence. http://www.ahrq.gov/about/cods/cultcompdef.htm Working with Linguistically Diverse Populations. Washington, DC: National Center for Cultural Competence, n.d. Provides answers to frequently asked questions about how to implement language access services. http://www11.georgetown.edu/research/gucchd/nccc/features/languag e.html ARTICLES Armada, A. A., and Hubbard, M. F. Diversity in healthcare: time to get REAL! Frontiers of Health Services Management. 26(3):3-17, Spring 2010. Ayers, J. W. Measuring English proficiency and language preference: are self-reports valid? American Journal of Public Health. 100(8):1364-1366, Aug. 2010. http://ajph.aphapublications.org/cgi/content/extract/100/8/1364 Bagchi, A. D., and others. Examining effectiveness of medical interpreters in emergency departments for Spanish-speaking patients with limited English proficiency: results of a randomized controlled trial. Annals of Emergency Medicine. 57(3):248-256, Mar. 2011. http://www.annemergmed.com/article/S0196-0644(10)005573/abstract Bagchi, A. D., and others. Using professionally trained interpreters to increase patient/provider satisfaction: does it work? 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