In Part 1 of this blog series, we discussed National CLAS Standard 5: Offer Communication and Language Assistance. We learned that, at its heart, this standard requires providing qualified interpreters and translated documents to Limited English Proficient and sensory impaired patients and caregivers. In Part 2, we will examine Standard 6:
Inform all individuals of the availability of language assistance services clearly and in their preferred language, verbally and in writing.
The Department of Health and Human Services (“HHS”) has taken this standard a step further in the Section 1557 regulations by mandating certain notices and taglines.
Common sense tells us that offering communication and language assistance means letting those who need the assistance know that it is available. Seems simple, right? But let’s break it down to make sure we have a full understanding:
- To Inform: “To inform” in this Standard involves creating awareness. It requires notifying individuals in need of language assistance services at various points of contact, and by various means, throughout their healthcare journey.
- In their Preferred Language: A beautiful poster, prominently posted throughout a facility, announcing the facility’s language access services sounds perfect, yes? And it might be, so long as it is not only in English and so long as the facility has a way to identify the patient or caregiver’s preferred language. Enter the “I Speak” card, repeating in numerous languages a phrase like “I Speak [language]. [Language] is my preferred language for healthcare.” And since “informing” requires notification at various points of contact, making sure the I Speak card is available at all those points of contact is key. Add to this the Section 1557 taglines (in the top 15 languages state-wide) in significant publications, and you have a great recipe to “inform” in “preferred languages.”
- Verbally and in Writing: That beautiful poster mentioned above is a fantastic example of written notification. But that is probably not enough. Written notifications should be provided in print and in multimedia materials, such as the Section 1557 taglines. They should be easy to understand and translated into the most commonly encountered populations in the facility’s geographic service area (for sample translated taglines, visit here). Even that, however, is only the first step. Notification should also be provided verbally. How do we accomplish that? There are many creative options here. Consider, for example, pre-recorded audio or video messages that staff can pull up and play, using a live or over-the-phone interpreter, or even, for pre-scheduled appointments, a multilingual automated call service that includes instructions for requesting an interpreter at the upcoming appointment.
- At No Cost: I’m sure many of you are looking back to the top of this blog thinking, “I don’t remember seeing the words ‘at no cost’ in the standard?!” And you would be absolutely right! However, the explanatory materials accompanying the CLAS Standards clarify that your message should also inform patients and caregivers that language assistance services will be provided at no cost. The Section 1557 regulations make clear that “no cost” is a legal requirement.
When it comes to informing LEP, deaf and hard-of-hearing patients and their caregivers about your language services, Vocalink Global has you covered. We help you determine your top language needs through our Healthcare Interpreting Efficiency Audit, provide you with I-Speak cards, translate your notices, taglines, brochures and posters, provide voice-over or subtitling for videos, and, of course, provide professional, qualified interpreters.
For more information, check out www.thinkculturalhealth.hhs.gov and watch for the next installment in this blog series where we’ll discuss ensuring the competence of individuals providing language assistance.