Ensuring Inclusive Communication and Services at Crouse Hospital
Individuals with hearing or visual impairments, limited English proficiency, or other disabilities are provided with necessary interpreter and communication services at Crouse Hospital. Regulations like Title VI of the Civil Rights Act of 1964 and the Americans with Disabilities Act of 1990 ensure non-discrimination and effective communication for all patients. The hospital addresses specific requirements for translation and interpreter services, aiming to provide inclusive care. Effective communication methods, assistive devices, and interpreter services are pivotal in delivering appropriate care and treatment to patients with diverse needs.
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Presentation Transcript
Interpreter Services Individuals who are hearing impaired, visually impaired or limited English proficient will not be excluded or discriminated against at Crouse Hospital.
Regulations Title VI of the Civil Rights Act of 1964 Discrimination based on race, color or national origin is prohibited Health care providers that receive federal funding, like Crouse Hospital, are required to provide translation services to patients free of charge Americans with Disabilities Act of 1990 Cannot discriminate against people with disabilities Requires effective communication using interpreters , translated documents, large print or Braille text There are also many rules and regulations in New York State that describe specific requirements hospitals need to address for translation and interpreter services
Communication Communication needs should be identified by the first staff member interacting with the patient Assistive devices should be implemented as soon as possible after communication issues are discovered This information needs to be documented in the plan of care and communicated between team members so the information is available to all providers
Limited English Proficiency Patient Any patient that speaks a foreign language has the right under law to the use of an interpreter (even if they seem proficient in English) Use an interpreter service whenever there is a patient/family request Effective communication can aid in ensuring appropriate care and treatment are rendered
Visually Impaired Patients At the time of admission, the needs for assistance are evaluated for both the patient and family Braille materials are available in the Admitting department and contain information regarding patient s rights, advance directives and consents The Crouse Library (ext 7380) can also assist with obtaining CDs or DVDs for diversional activities
Hearing Impaired Patients On arrival an assessment of the preferred mode of communication needs to be made This involves determining whether the patient prefers to communicate through: Writing Family/significant other ** Professional interpreter services Supplemental hearing devices ** Using family and/or significant others for interpreters is discouraged. If the patient is adamant document it fully in the medical record
Interpreter Services Spoken language Interpreter services need to be provided within 10 minutes upon arrival to the Emergency Department using Language Line with the iPad or telephone They need to provided within 20 minutes for general treatment, admissions, etc. American Sign Language (ASL) ASL must be offered within 10 minutes for an emergency situation using Language Line with the iPad and 20 minutes for routine care/appointments As a last resort in an emergency situation you can use a family member or staff for translation but a certified interpreter must be obtained ASAP
Foreign Language Interpreters Below are the companies used for foreign language interpretation services Language Line should be utilized first (using the iPad or telephone) Use of an on-site interpreter is suggested for more complex communications Company Phone Number Services Language Line (800) 643-2255 or (800) 523-1786 iPad, Telephone Liberty Translations & Interpreters, LLC (315) 991-4072 Syracuse Office (315) 507-2419 Utica Office In-person Mohawk Valley Interpreters (315) 864-8006 (main line) In-person Empire Interpreting Services (will only send local interpreters) (315) 472-1383 In-person Finger Lakes Language Services (607) 229-2780 In-person International Translator Services (315) 445-0137 In-person Spanish Action League (SAL) (315) 475-6153 In-person Syracuse Interpreter Circle (315) 420-6206 In-person Interpreting Services, LLC (315) 289-5353 In-person
American Sign Language Interpreters Below are the companies that provide American Sign Language interpreter services Language Line should be utilized first (using the iPad) Company Phone Number Services Language Line (800) 643-2255 or (800) 523-1786 iPad Aurora (315) 422-7263 8:30 am 4:30 pm (315) 422-7263 ext. 800 after hours In-person Whole Me (315) 468-3275 In-person
Language Line iPad iPads equipped with Language Line can be found in the following locations: Emergency Department Erie Outpatient Addiction Treatment Program Nursing Supervisors Office (located in the basement) Various other med/surg locations Instructions on how to connect to a Language Line interpreter are attached to the device
References & Resources Crouse Hospital Policies: Services for Sensory Impaired Persons & Limited English Proficiency Healthcare Association of New York State (HANYS). 2015. Improving the Patient Experience through Translation [video webinar]. Retrieved from http://www.hanys.org/events/index.cfm?action=recordings Marcus, Vic. Are Hospitals Required to Provide Language Access Services? NWI Global, 19 August 2014. http://www.nwiglobal.com/blog/hospitals-required-provide-language- access-services/ 9 October 2015. Your Rights as a Hospital Patient in New York State. NYS Department of Health, June 2015. https://www.health.ny.gov/publications/1449/section_2.htm 9 October 2015
