Tapping Our Talent

Our interpreter services are growing to help patients communicate with caregivers

As young girls, Josefina Clark, Joanne Mendez and Sheyla Torres scheduled appointments, ordered at restaurants and filled out forms for their parents who spoke little English.

Now, as medical interpreters, they help Spanish-speaking patients.

They are part of a new initiative called “Tapping Our Talent.” Last year, they were among 13 colleagues educated through a national medical interpretation course, “Bridging the Gap,” to accurately communicate complicated health information and patients’ questions and concerns.

The trio—so passionate about what they do—recently became certified to teach the skill to others. “By training our bilingual staff to be medical interpreters, we help ensure our patients receive the best care,” says Clark, lead interpreter at LVH–17th and Chew.

“Our community is becoming more diverse, and Spanish interpretation is requested most,” says Cindy Beitler, coordinator of interpreter services. “We recently hired more Spanish-speaking interpreters and plan to continue growing our services to help all patients, no matter what language they speak.”

Motivating our interpreters are the patients they have helped. Clark remembers a woman whose newborn suffered from severe brain damage and wasn’t expected to live long. Clark provided interpretation as the women dealt with her son’s diagnosis and decisions about his care. “What would she have gone through without an interpreter to help her accurately communicate with caregivers?” Clark says. “She may not have realized the severity of her child’s illness or her options.”

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What’s wrong: Physician is not speaking to the patient

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What’s wrong: Physician is not speaking to the patient

 

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What’s wrong: Physician is not speaking to the patient
“When using an interpreter, look and speak directly to the patient, not the interpreter. Also, avoid using medical jargon, technical terms and abbreviations. Even when interpreted correctly, these can be difficult for patients to understand.”
Sheyla Torres, interpreter

 

What's wrong: Interpreter isn’t speaking in first-person
“Interpreters should speak in first-person, repeating what the patient says. They should avoid using, “he says” or “she says.” This way the physician or clinician can speak directly to the patient, rather than the interpreter.”
Joumana Fahl, interpreter

What’s wrong: Physician is reviewing the patient’s chart
“Be prepared. Before seeing a patient, briefly discuss the patients’ history and goals of the appointment with the interpreter. And, be patient. Appointments take longer when using an interpreter.”
Ingrid Ferreira, interpreter

What’s wrong: Interpreter is facing the patient
“Interpreters should stand (or sit) next to or behind the patient. This way the patient and caregiver can make eye contact while speaking directly to each other. The exception is when interpreters use sign language to interpret for the hearing impaired.”
Joanne Mendez, interpreter

What’s wrong: Interpreter isn't following professional guidelines
“Don’t assume anyone who speaks another language is qualified to be an interpreter—especially a patient’s family member or friend. It takes special education. Our own staff must pass a 40-hour course before interpreting for patients.”
Cindy Beitler, coordinator of interpreter services

Bonus: Did you notice what else is wrong? The patient is wearing a stethoscope and the poster is upside down.

 

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Need an interpreter?

 

• For a Spanish interpreter at LVH–Cedar Crest or LVH–Muhlenberg, call interpreter services at 610-402-8221.
• At LVH–17th and Chew, call 610-402-2892. If an interpreter is not available, you will be referred to the Language Line, 800-892-5062, for assistance.
• For a patient who speaks a language other than Spanish, call the Language Line, 800-892-5062.
• For sign language interpretation, refer to the Interpreters_List bulletin board for a list of providers.

Need patient education materials in Spanish? More than 80 are available on the intranet or by calling 610-402-CARE.

 

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Speaking Patients’ Language
Spanish wasn’t Maria Jones’ first choice for language study in high school. In fact, she wanted to study French, but the class was full. What she didn’t know then is how important Spanish would become in her life. While in medical school, Jones, M.D., studied in the Dominican Republic and became fluent in Spanish. She now practices with James Freedman, D.O., in Macungie, and heard Centro de Salud LatinoAmericano at LVH–17th Street was very busy. The practice cares for mostly Spanish-speaking patients, and its staff is bilingual. So Jones offered to help out two mornings a week. “It’s wonderful to speak to patients in their own language,” she says. “It’s also an education. With every patient, I learn a new word.”

This page last updated 2/12/08 04:08 PM