Language Access Managers Newsletter – 3/2019

By May 18, 2020HCQ Archive

In this edition…
We consider how to balance the language support services we provide to patients between internal (staff) and external (agency) sources. We grab the thorny topic of monitoring quality of performance and quality of contracts. We try to stabilize language support when patients enter the surgical realm. And we check out some of the technical methodologies used by language support programs in the scheduling process to identify patient need and assign interpretation and translation resources.

Balancing Internal & External Resources to Manage Cost & Effectiveness

Language program managers needs to create, maintain, and modernize their programs to keep up with both regulatory and institutional needs.

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Uh Oh! Managing Complaints and Quality

Language program managers must manage complaints about language support, as well as monitor performance of contracts. Let’s take a proactive look!

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Surgery Black Box – Where Patients Lose Language Support

The Surgery Black Box can short-circuit patient care by its English-only process. What happens when language support is required? Join us as we analyze two cases that highlight some of the challenges faced when providing language support on surgery day.

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Technology Involved in Scheduling of Interpreters

Elements as seemingly trivial as group email accounts for interpreter scheduling, or clinic receptionist logins to external agency websites can make or break the effectiveness of interpreter scheduling.

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Resources and News

ADA Title III Technical Assistance Manual

Provides various illustrations of what could constitute “effective communication” and suggests that the individual with the disability be consulted.

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Joint Commission
Checklist

Preparing for Joint Commission
review related to language support,
communication access,
communication accommodation,
& cultural competence.

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Vicarious Trauma & Professional Interpreters

Vicarious trauma has been identified as something that affects the performance and well-being of interpreters. It happens when they experience or internalize someone else’s trauma.

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Take 3-minutes to share your thoughts

How do healthcare systems throughout the country comply with language access requirements? Help us by completing this short survey. Results will be shared in next quarter’s edition.

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