Language Access Managers Newsletter – 1/2020

By May 18, 2020HCQ Archive

In this issue we explore the value of peer groups in helping language program managers fulfill their duties in the most efficient way. We explore the rising expectations for quality in healthcare interpreting and translation, across all stakeholders. We demonstrate how language-related data can improve health outcomes and reduce costs of care. Finally, we unpack the detail of how to provide language support for people with sensory deficit.

Together We are Smarter!: Creating a Support Network of Peer Language Program Managers

Language program managers in hospital and clinic systems gain valuable knowledge from forming networks with peers. Through them they can rapidly ground themselves in the complexities of the work, including: managing diverse staff, managing outside contracts for language services, managing many technical systems and data, keeping the organization in a state of readiness for regulatory review, and interacting with a huge variety of clinical providers to assure appropriate language support for patients and families.

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Moving goalposts? What is the latest profile of a qualified interpreter or translator, and how often are we achieving effective communication?

We in the healthcare sector have come far in the last few years, actively discussing what is adequate performance in terms of our language support professionals and programs. Let’s look at all the different stakeholders and see how their expectations have matured. And then let’s look at how these changing expectations impact the role of the language program manager.

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Are we listening? How hard do our patients with sensory deficit have to work to get the communication support they need?

One of the most rewarding activities for a language program manager is to support patients with low vison and low hearing so that they can communicate well with their care teams. Every clinic system and hospital serves some Deaf patients, some blind patients, some hard-of-hearing patients, some patients who do not speak, and some patients with multiple communication challenges.

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Does Language Support Improve Care? Looking at Care Outcomes with DATA About Language Need

Data that is available to or produced by the Language Program Manager can be a critical component in driving both better care quality and lower operating costs. Here are some ideas for connecting with two groups of healthcare organization leaders: those who are accountable for better outcomes and those who are responsible for reducing operating costs. We will start off this discussion in today’s post, but stay tuned for more on this topic.

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Resources and News

Patient Care Continuum

Language access at every touchpoint in LEP patient care continuum. A tool for In-Person, Over-the-Phone, Video Remote Interpreting, Translation and Localization.

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HHS.gov
Civil Rights

Example of a Policy and Procedure for Providing Auxiliary Aids for Persons with Disabilities.

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