Interpreters are a Finite Resource

Interpreters are a vital resource to health care organizations and can be used to facilitate increased language access between LEP patients and providers. But because patients require language services throughout their health visit, few health care organizations are able to provide interpreter support at every contact point for all visits. As these populations grow, demand for interpreters will often exceed supply. The consequences of this imbalance can hinder the increase of language access, creating more challenges to providing quality health care.

The list below demonstrates how relying solely on interpreters to overcome language barriers can limit the health care organization’s ability to provide safe health care and efficient flow within each health visit. This information was gathered from ten Hablamos Juntos demonstrations working to develop affordable models to improve patient-provider communication for Latino Patients.

• Long and unwarranted delays are created, disrupting patient flow. Patients are sidelined or typical care procedures are omitted or bypassed until an interpreter arrives.
• Appointments are missed and valuable resources are wasted. The consequences are familiar - patients never make it to the lab; front desk clerks record no-shows on patient records; schedules get mixed up; and sometimes tests already performed are unknowingly repeated.
• Crucial information is not conveyed. Duplicate records are created; patients are assigned multiple identities; discharge and follow up instructions are dismissed because patients are unwilling to wait or staff is pressured by other duties.
• Treatment compliance is compromised. Patients that do not understand English cannot follow directions about what is expected of them to ensure successful treatment. Treatment and follow up are not fulfilled.
• Revenue collecting opportunities are missed. LEP patients willing to pay don’t understand their bills and cannot communicate with the English-speaking staff handling financial matters, causing delays in the collection of payments.
• LEP patients receive less attention and inadequate service compared to English speaking patients. The quality of care delivered is compromised.