Let’s face it. Going to the hospital is not something that anyone does for fun. It’s called an “emergency” department for a reason.
Now, for a moment, add to the chaos of an emergency situation the inability to communicate. Can you imagine it? Trying to explain what happened, your pain levels, your medical history … to someone who can’t understand a word you’re saying?? Any doctor or nurse knows that to properly diagnose and treat, one first must know what’s going on with the patient. Missing even a small detail can be devastating.
Like any other patients, Limited English Proficient (“LEP”) patients enter the emergency department because something is seriously wrong. The attention and welcoming face of the receptionist provides comfort right off the bat. But true comfort is found in feeling both heard and understood … through communication.
Interpreting Options to Reduce Stress
When the receptionist or triage nurse brings in a speakerphone or computer screen and the voice coming out is in the patient’s native language, there is almost always a look of relief on the faces of that LEP patient and his/her loved ones. Getting the help needed to communicate brings the stress levels down demonstrably.
In an emergency situation, hospitals and other healthcare providers have easy access to two different means of immediate communication LEP individuals: over-the-phone and video remote interpreting.
Over-the-Phone Interpreting
Over-the-phone interpreting is easy, quick, reliable, and available in hundreds of languages, on-demand, 24/7/365. From the back of the ambulance to the front desk, it gives patients a voice to be heard and understood, and staff the ears to listen and understand. What’s more, phone interpreting is available anywhere there is a phone … and pretty much everyone has a phone on them nowadays!
Video Remote Interpreting
Video remote interpreting (or “VRI”) adds the visual element through live streaming video. Seeing the face of the interpreter speaking on your behalf adds to the feeling of confidence and comfort created by professional interpreting in a medical emergency. Since VRI is available on smartphones and tablets, it’s also is available just about anywhere. And it is also available on-demand, 24/7/365.
Whichever remote interpreting option is used, the simple act of involving an interpreter instills a sense of confidence in patients and their families that they are in good hands. Anxiety over communication difficulties fades and leave everyone involved free to focus on the patient.
Ongoing Communication
Once the emergency has passed and the situation stabilized, communication needs continue. For example, if the patient is admitted, nurses will check vitals and administer medications, doctors will come in to ask questions and conduct examinations, the patient may have questions, food will be ordered, more testing may be done, and so forth. Even during the emergency, once the initial rush of communication needs is over, staff may want to consider the third option for medical emergency interpreting: on-site interpreting.
On-Site Interpreting
On-site interpreting invites an interpreter into the situation, on-site. For complex situations, calling in an on-site interpreter may be the best choice. Consider on-site interpreting:
- For longer conversations and interactions (30+ minutes)
- When exploring complex medical history, incident history, and symptoms,
- To explain testing and other procedures needed, and/or
- To interpret for multiple LEP individuals, such as the patient and his/her family and friends.
On the other hand, where the situation calls for emergency surgery or other emergency treatment, and there isn’t time to wait for an on-site interpreter, continuing to use phone or video interpreting may be the best choice.
A medical emergency is a frightening and stressful experience. Not being able to communicate with medical staff can make it exponentially worse. But having language access services ready-to-go at a moment’s notice can eliminate this stress and create a sense of confidence and comfort for LEP patients and their loved ones.
Vocalink Global is passionate about ensuring the wellness of every individual through mutual communication. What’s your process for communicating with LEP individuals in your facility? We can help. Connect with us.
