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TRI-CITY MEDICAL CENTER. INTERPRETATION & TRANSLATION PROGRAM. 13th Annual Education Conference . Francisco Valle, MBA, Ph.D. Candidate Vice President – Marketing, Community Activities & Special Projects. Presentation Overview. Diversity in Our Service Area
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TRI-CITY MEDICAL CENTER INTERPRETATION & TRANSLATION PROGRAM 13th Annual Education Conference Francisco Valle, MBA, Ph.D. Candidate Vice President – Marketing, Community Activities & Special Projects
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
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 • 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 3
Key Features of Hispanic Population Growth 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 4
Educational Level • Education level is an important factors to consider when trying to reach multicultural markets 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
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: • At no cost • At all points of contact • In a timely manner • During all hours of operation TCMC complies with all of this
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
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
TCMC’s Current Enhanced Interpretation Program for All Languages
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
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
Interpretation Services for American Sign Language, Spanish Sign Language, and TTY • The LSA & Wireless NexTalk Video Remote Interpretation Service
TCMC’s Assessed/Qualified Bilingual Clinical, Non-Clinical and Staff Personnel • TCMC has assessed bilingual (English-Spanish, English-Tagalog, English-German, and English-Russian) clinical, non-clinical 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
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
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
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
You are probably thinking: Does this really work?
Results 1. Passed with no findings the JC Survey in Fall 2012
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
Result 3. Contribution to The Overall Medical Center’s Outstanding National Rating