We, at MasterWord, offer comprehensive healthcare language and communication access solutions and work with our clients to ensure better outcomes, while reducing costs, readmission rates, liability risks, and barriers to quality care. We consult with our clients to identify and access existing language resources, and then supplement them with MasterWord’s professional healthcare interpreters, medical translators, and training & testing programs. 

MasterWord offers comprehensive healthcare language and communication access solutions and works with our clients to ensure better outcomes, while reducing costs, readmission rates, liability risks, and barriers to quality care. We consult with our clients to identify and access existing language resources, and then supplement them with MasterWord’s professional healthcare interpreters, medical translators, and training & testing programs. 

Healthcare Interpreting

Our healthcare interpreters are dedicated to helping healthcare providers establish a direct relationship with their Limited English Proficient (LEP) or Deaf/Hard-of-Hearing patients. 

In-Person Interpreting

The most effective form of interpreting for longer, complex interactions. 

  • Doctor’s appointments or check-ups 
  • Young or mental health patients 
  • Emotionally difficult encounters 
  • Conveying written information, such as discharge instructions 
  • Multiple patients 

Over-the-Phone Interpreting

Perfect for shorter, more routine interactions, or when an interpreter is needed rapidly.  

  • Quick exchange of information  
  • Scheduling and billing  
  • Emergency, until an in-person interpreter is available 
  • For unusual or rarely encountered languages 

Video Remote Interpreting

Preferred by patients and providers over OPI for longer, straightforward or routine interactions 

  • Unscheduled visits 
  • Routine appointments  
  • Emergency, until an in-person interpreter is available  
  • For less common languages 

Virtual
Interpreting

Interpreting services offered through video conferencing or telemedicine platforms to provide accessible remote or tele-treatment to Limited English Proficient, Deaf, or Hard-of-Hearing patients. 

Healthcare Translation

We offer HIPAA and HITECH compliant medical translation services with rigorous quality assurance and dedicated project management support. 

Vital Documents

A document is considered “vital” if it contains information that is critical for obtaining services and/or benefits provided by a covered entity or is required by law. Consider making vital documents available in top 5-10 languages and braille. 

  • Posted information about communication assistance 
  • Taglines required by Section 1557 
  • Notices related to patient rights and benefits 
  • Discharge instructions 
  • Consent forms 

Patient Portal​

Patient portals provide patients with a gateway access and manage their medical information. They also minimize the administrative burden on healthcare systems and clinical staff by eliminating or reducing call traffic for managing appointment times, refilling prescriptions, requesting referrals and other tasks that limit the efficiency of clinical staff. However, monolingual patient portals are not accessible to Limited English Proficient (LEP) patients and could result in additional costs related to language support for preventable phone communication and visits.  

Remediation / 508 Compliance

Ensuring that all documents and publications are fully accessible to individuals with disabilities as well as Limited English Proficient, Deaf, and Hard-of-Hearing individuals, and comply with Section 508 requirements can prove challenging. Consider partnering with our Team to ensure your publicly available documents are accessible and compliant, including: 

  • HR documents 
  • Patient Safety Information 
  • Patient Rights Documents 
  • Website and Patient Portal Terms and Conditions 
  • Other notices 

Training and Assessments

We aid in ensuring compliance with requirements for cultural competency, interpreter and translator skill verification and qualification in compliance with HHS Guidelines, CLAS Standards, and other legislative, regulatory, and accreditation requirements. 

Your Compliance Partner

A comprehensive Language Access Plan is key for risk managers and patient services coordinators. The professionals at MasterWord assist through facility audits, staff language proficiency assessments, interpreting services, document translation, cultural competency training and program development in compliance with: 

ADA (Americans with Disabilities Act)

The Americans with Disabilities Act is a civil rights law that prohibits discrimination against individuals with disabilities. The purpose of this law is to provide the same rights and opportunities through reasonable accommodations. 

Title VI of The Civil Rights Act of 1964

Prohibits discrimination on the basis of race, color, and national origin in programs and activities receiving federal financial assistance. Failure by a recipient to provide meaningful access to individuals with limited English proficiency (LEP) can constitute national origin discrimination. 

Revised Health & Human Services
LEP Guidance

Outlines the skill areas for interpreters and translators to be considered competent or qualified to interpret and/or translate in compliance with Title VI prohibition against national origin discrimination. Also suggest that staff communicating directly with a limited English proficient person in a foreign language should be bilingual and competent to do so. 

Affordable Care Act Section 1557

Prohibits discrimination on the grounds of race, color, national origin, sex, age, or disability in certain health programs and activities. Covered entities are encouraged to develop and implement a language access plan to ensure they are prepared to take reasonable steps to provide meaningful access to each individual that may require assistance. 

Executive Order 13166

Requires federal agencies to examine the services they provide, identify any need for services to those with limited English proficiency, and develop and implement a system to provide those services so LEP persons can have meaningful access to them. Also requires that federal agencies work to ensure recipients of federal financial assistance provide meaningful access to their LEP applicants and beneficiaries. Meaningful access is defined as language assistance services that result in accurate, timely, and effective communication with the LEP individual. 

Executive Order 12250

Requires that federal agencies coordinate their Title VI enforcement efforts under the guidance of the Federal Coordination and Compliance Section of the Department of Justice Civil Rights Division. 

National CLAS Standards

Provide a blueprint for healthcare organizations to provide effective, equitable, understandable, and respectful quality care and services that are responsive to diverse cultural health beliefs and practices, preferred languages, health literacy, and other communication needs. 

Crosswalk of CLAS standards to The Joint Commission Standards

This crosswalk document highlights The Joint Commission’s accreditation standards that directly or indirectly support the provision of culturally and linguistically appropriate services. 

Health Insurance Portability and Accountability Act of 1996

Federal law that required the creation of national standards to protect sensitive patient health information from being disclosed without the patient’s consent or knowledge.

HITECH Act

Promotes the adoption and meaningful use of health information technology and addresses the privacy and security concerns associated with the electronic transmission of health information.

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