LEP patients do not just need language services while they are at your facility; the need also exists for LEP patients to
call with questions about their treatment plan, to schedule a follow-up appointment or for general inquiries.
However, in many hospitals these calls are not addressed because:
- Staff interpreters cannot be reached to interpret these phone calls
- The phone technology is not set-up to conference a over-the-phone interpreter, or to transfer a call with both the calling
patient and an interpreter on the line
- Conferencing an interpreter complicates the process for operators, removing them from other duties
Faced with these problems LEP patients will often resolve to going back to the facility, potentially increasing unnecessary
ER visits when the issue could have been resolved over-the-phone. This can result in reduced patient satisfaction and safety
as well as in increased costs.
The service is currently available for Spanish.
How to provide access
There are several ways to provide access to your LEP patients:
Integrated option in your existing phone system
Provide the option for Spanish on your phone system. For example, when an LEP person calls your facility, upon reaching
your automated call platform they may “Press 2 for Spanish” or rather, “Para español, oprima numero dos”. Please note that
this option is based on the capabilities of your phone system.
Contact the manufacturer of your phone system to check if your calls can be forwarded to a 22 digit extension.
Dedicated toll free number
Provide LEP patients with a dedicated toll-free phone number that is associated with the phone number of your facility or
a designated department. The number and access code can be promoted anywhere including through:
- Discharge forms
- Response forms
- Your website
CyraCom also provides to option to order complimentary “access cards”, business-card sized instructions printed in the patient’s
language.
Receiving an inbound call
LEP patients calling into your toll-free number will hear a series of prompts, in their language, instructing them to wait
for a hospital operator or call 911 in the case of an emergency. When an operator becomes available and answers the call,
a brief prompt will notify the operator that they will be receiving an "inbound call" and after which all three parties,
the operator, LEP patient, and interpreter will be connected. The interpreter will then begin by addressing the provider
with a brief pre-interpretation session introduction followed by a similar introduction for the LEP patient. At this point,
the LEP person can begin to initiate the conversation.
Questions about Inbound Calling?
Contact your CyraCom Account Representative or call Client Services at 1-800-481-3289
Sign up now for inbound calling (Account Management login required).