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Introduction

In any healthcare setting, the clients will reflect the community where you work. The world is becoming more diverse due to the ability to travel, explore and settle. Thus clients may speak other languages. Many countries have accessibility policies, laws or standards for providing excellent customer service. As an employee, it is essential to abide by and be in compliance with the company’s practice (Schenker et al., 2011).

This chapter will explain the why who, what, where and how to use a language interpreter service.

Assessing What You Already Know

A professional language interpreter is a gold standard when communicating with a person who speaks another language than the provider. The use of the interpreter has resulted in improved health outcomes.

Language Interpreter Services

Why use an Interpreter Service?

As per chapter seven, there are many different mannerisms, expectations and health beliefs given the diversity of the clients. English is often not the clients’ first language. When clients are stressed, as with a health crisis, they may revert to their first language. Not only is the language more accessible for them to have two-way communications, but it may also provide comfort to speak with someone who speaks their language (Brandl et al., 2020).

Who Should Utilise an Interpreter Service?

During an initial interaction, it is important to determine the client’s level of verbal interaction. The use of signage in different languages may assist with determining if the client is not verbalising due to a language barrier or an impairment. At this time, nodding and pointing may assist with communication during the initial assessment.

When it is determined that the client speaks another language, contact a professional interpreter. Confidentiality is a principal foundation of any healthcare interaction. Thus, friends or family members should not interpret the private and personal health information between a provider and client. Customer Service best practices assert utilising a professional interpreter service to obtain and share accurate health information. If you are allowed to use a Professional Interpreter and choose not to, you might be held liable for resulting damages in a court of law.

What is The Interpreter’s Professional Role?

For this text, the two languages would include English and another language. An interpreter is tested for understanding and dictation in both languages by their agency. They must abide by a strict code of ethics and adhere to confidentiality policies and privacy laws. Their role is to remain impartial and unbiased and stay true to the actual message, as close as the languages will allow. Most language interpreter services have their employees pass a criminal reference check to ensure character and reliability. Many organisations hire language interpreter services for all employees to utilise. It is essential to know how to access the service.

How to Use an Interpreter Service While on the Telephone

Many initial healthcare interactions begin on the telephone. When a client calls the office, and they do not speak your language, for this text, the language is English, the client or someone else may tell you the language and dialect they speak. No confidential healthcare information has been exchanged, therefore speaking with a friend or family member to arrange an interpreter adheres to privacy laws. If the client requests to schedule an appointment, then there is time to schedule an interpreter. However, if the client requests to discuss their situation over the telephone, the following actions can be followed. First, explain to the client that you are getting an interpreter and ask them to hold (Kester et al., 2021).

As the healthcare administrator (HCA), you will already be aware of the Language Interpreter Services offered by your institution.

The first step to accessing services is to contact the service and request a professional who is fluent in the client’s language. This may take a few minutes. Record the interpreter’s name and ID number for the client’s chart. Explain to the interpreter that the client is on the telephone and requesting service and then add the interpreter to the client call, introduce the interpreter and their role. The HCA will need to allow time for the client to hear, process and respond to the interpreter. The interpreter may seek clarification of some medical terms and remember you will take turns speaking. Finally, at the end of the call, clarify the conversation and thank the interpreter.

Remember, English may not be the client’s first language. However, they may understand English yet may not feel comfortable speaking English. Again, further rationale to utilise the interpreters’ skills.

How to Use an Interpreter Service In-person

If the client has scheduled an appointment for healthcare services, it will allow the administrator more time to book the interpreter. There may not be time to prepare in settings such as the emergency department or a drop-in clinic. If there is insufficient time to book the interpreter, the interpreter can provide their services over a speakerphone in a private area, where others cannot hear the exchange (Kester et al., 2021).

In-person use of the interpreter service:

• Contact the service and request a professional who is fluent in the client’s language. This may take a few minutes. Record the interpreter’s name and ID number for the client’s chart.
• Explain to the client that a professional language interpreter will be at the appointment in person or be on a phone call to interpret.
• Provide the interpreter with the date and time of the client’s appointment.
• At the appointment, introduce the interpreter and their role.
• Whether the interaction is with the administrator or another healthcare professional, allow/schedule time for the client to hear, process and respond to the interpreter.
• The interpreter may seek clarification of some medical terms.
• You will take turns speaking.
• At the end of the appointment, clarify the conversation and thank the interpreter.

Remember, English may not be the client’s first language. However, they may understand English yet may not feel comfortable speaking English. Again, further rationale to utilise the interpreters’ skills.

Assessing What You Already Know (Text-based Activity)

Question 1

Have you ever tried to communicate with someone who speaks a different language than you do? To explain yourself, did you: (select all that apply)

1. Use symbols
2. Speak louder
3. Get frustrated
4. Draw a picture
5. Use hand signs

Solution. While initially, when communicating with a person who speaks another language you may feel frustrated and speak louder to the client, this is not the best option. To communicate effectively, the healthcare administrator could utilise other tools such as symbols, pictures and use of hand signals.

Question 2

Sometimes people who may not speak the dominant language well feel most comfortable bringing a family member to interpret for them. Sometimes this may even be a child. What might be the reason that a family member, and especially children, may not be a good interpreter? (Select all that apply)

1.  The family member, especially children, may find the healthcare news upsetting and may not translate word-for-word what is being said
2.  Privacy violations may happen if we are not completely sure we have the client’s expressed consent for disclosure of private health information
3. The family member may not understand the medical terms and therefore not explain them correctly.

Solution. The correct response is option one, two and three. The healthcare administrator cannot verify if the information is correct when a family member interprets it. As well, this is a PHIPA violation.

Check your Understanding (Text-based Activity)

Question 1

The language interpreter will

1. Be able to understand and speak the client’s language and dialect.
2.  Is bound by confidentiality clauses/agreements
3.  May ask for clarification

Solution. The correct response is option one, two and three. The language interpreter must be able to understand and speak the client’s language and dialect. They are bound by strict confidentiality agreements and follow PHIPA. At times the conversation may last longer as the interpreter may ask for clarification.

References

Brandl, E. J., Schreiter, S., & Schouler-Ocak, M. (2020). Are trained medical interpreters worth the cost? A review of the current literature on cost and cost-effectiveness. Journal of Immigrant and Minority Health, 22(1), 175-181. https://doi.org/10.1007/s10903-019-00915-4

Kester, E., Palafox,P.,  Langdon, P., & Cheng, L., (2021). Cultural and language considerations for working with interpreters. Collaborating with interpreters and translators. Thinking Publications.

Schenker, Y., Pérez-Stable, E. J., Nickleach, D., & Karliner, L. S. (2011). Patterns of interpreter use for hospitalized patients with limited English proficiency. Journal of General Internal Medicine, 26(7), 712-717. https://doi.org/10.1007/s11606-010-1619-z