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Hospital Employee Interpreter Orientation To Enable an effective communication flow between the patient and provider.

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Presentation on theme: "Hospital Employee Interpreter Orientation To Enable an effective communication flow between the patient and provider."— Presentation transcript:

1 Hospital Employee Interpreter Orientation To Enable an effective communication flow between the patient and provider.

2 Bilingual vs. Interpretation You may be able to carry a conversation in the spoken language, but interpretation is precise rendition of exchanging the different languages and maintaining the exact content of the spoken languages. Interpretation places emphasis on neutrality, completeness, and accuracy.

3 Modes of Interpreting Simultaneous = same time as the speaker. Sight Translation= reading an English document into the patient’s language. Consecutive = a relay in speaking, then interpreting. Summary = important points at the end.

4 The Role of the Medical Interpreter Conduit = message passer Clarifier = request provider permission to explain complex theories or terminology. Cultural Broker = explain differences in cultural beliefs and customs. Advocate = ensure patient is being treated properly or direct patient to appropriate resources. Interpreter Language Services

5 The Interpretation Session Beginning of the Session. Introduction of yourself Advising all parties Explains that EVERYTHING in the room will be communicated to all parties Advises the provider and patient to address each other. Advises that she will intervene when necessary Inquires about any special needs or concerns.

6 During the Session Positioning yourself Reminders to address each other Uses the first person Indicate when you are speaking for yourself the interpreter always states “the interpreter would like to…” Attends to the verbal and nonverbal cues Manages the smooth flow of communication by pacing the amount of information Intervenes for clarification when the interpreter does not understand the terminology

7 End of Session/Provides Closure Did you assist in facilitating any f/u necessary appts Complete all required documentation for this session Provide any debriefing with the provider If it was stressful how did you handle it?

8 Scenarios and role play

9 The Interpreter Code of Ethics Maintain confidentiality in all aspects. Interpret everything said. Render message most accurately. Assures understanding. Do not advise, counsel, or interject personal opinions. Maintain low profile. Explain cultural differences. Impartiality and professional competency in assignments. Do not accept fees, gifts or gratuities from patient or patient’s family. Keep abreast of medical terminology, policies, and procedures.

10 Errors in Medical Interpreting and Consequences Errors in medical interpretation are common averaging 31 mistakes per clinical encounter, and omissions are the most frequent type.

11 Studies show that Untrained Interpreters often: Omits questions about drug allergies. Omits instructions on the dose frequency and duration of antibiotics and rehydration fluids. Also, have instructed patients not to answer personal question. Often the untrained interpreter tries to influence the patients decisions. Often summarize the message to be conveyed. Answer questions on their own,

12 Accurate Interpretation=Clinical Quality Reduces medical errors and increases patient safety. Increases patient compliance. Reduces unnecessary testing, charges, admissions. Increases patient satisfaction

13 A word is not available! How to handle situations wherein a word is not available in the spoken language.

14 Policies  Patient Rights  OCR Title VI of the Civil Rights of 1964  Hospital Policy

15 The U.S. Department of Health and Human Services Office for Civil Rights (OCR) requires all recipients of federal funds to comply with the Title VI of the Civil Rights Act of 1964. Compliance prohibits discrimination based on race or national origin, such as failing to provide effective methods of communication between English-Speaking staff and patients with limited English proficiency Title VI of the Civil Rights Act

16 Documentation 3.4.1 Interpreters employed by the Hospitals will document all patient encounters in the medical record. Interpreter’s notes will address the type of interpretation provided. Date:Type: Provider: Interpreter: Comment:

17 Monitoring and Data Collection ILS documentation and data collection HR documentation and data collection.

18 Cross-Cultural Communication in Healthcare This country was founded by native people and immigrants. An abundance of languages have always been spoken here. In the U.S. 44 million people speak another language other than English.

19 Most Common Languages Spanish Chinese French German Tagalog Italian Vietnamese

20 English Proficiency Most of us learned English as our primary Language. For others English became an adopted language. Millions are not proficient in English. More than 10% of the adults in CA, NY,TX, HA and NM have limited English skills.

21 Communication & Behavior (Hispanic, Navajo, Vietnamese) A “yes” answer may only indicate attention from listener Shrugging shoulders means no comprehension Shake hands firmly and No “wet fish” touch Provide for comfortable personal space and avoid excessive eye contact Be aware of dialectical differences that occur by regions

22 Communication allows providers to construct an accurate medical/social history and assess the patients beliefs about health and illness. Language is an important tool for the clinician to establish an empathetic connection and reach agreement with the patient on treatment decisions and prescribe courses of action.

23 Cultural Awareness & Bridging Differences  The People  Dialectical Variations & Slang  The Family Unit  HealthCare

24 The People (Hispanic) Religion Superstitions Curanderos/Sobadora Family Base of Society Older siblings take care of younger children Man head of household

25 Health Care: Hispanics Good Health: God given Mental health is shameful Self-medication Herbs, other people’s advice Lack of Pain=Health ER– PCP D words

26 The People: Navajo Diné Tribal diversity Generational diversity Traditional Accommodated Assimilated

27 Health Care: Navajo Tend to keep problems private, avoid asking for help until is too late People stereotype Health Care as seeing rude providers and long wait, especially at the reservation Indian Hospitals Most families put the elder in nursing homes, because they can’t afford the care or don’t have the skills and knowledge of patient care Self-medication Herbs, Traditional Healers, NO “D” word

28 The People: Vietnamese List Family name first, then middle, first name last About two million in Europe, North America, Australia Primary Regions North Central South Migration First wave, 1975 Second wave, 1978 Third wave, 1992

29 Health Care:Vietnamese Self-Medication Mental illness is considered shameful Greatest stress for elders arise from lack of English and Economic dependency A common practice done by rubbing back, chest, neck with menthol oil can be mistaken by abuse Women prefer female providers

30 Medical Terminology GLOSSARIES  Navajo: Yáh átééh  Spanish: Hola  Vietnamese:Chào

31 How to contact us: Interpreter Language Services 272-5399 Pattie Franceschini Pacific Interpreters 1-800-272-7442 Code Access can be obtained by the Charge Nurse or Manager

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