CyraCom is proud to share our recent feature on the American Hospital Association’s (AHA) podcast series.
Summary: AHA Associate Podcast Series Episode 70
Summary: AHA Associate Podcast Series Episode 70
In their podcast series, the AHA checks in with its exclusive sponsor businesses to learn how they leverage the AHA Associate Program to help AHA members achieve their goals and objectives.
In Episode 70 of the AHA podcast, James Kent, CyraCom’s Chief Financial and Operating Officer, spoke with Kathleen J. Wessel, the AHA’s VP of Business Management and Operations, about how language services help support hospital care teams. Here are some insights from their discussion:
How does CyraCom support AHA member hospitals?
CyraCom has been a leading interpretation provider for healthcare organizations for nearly 30 years. We provide fast, 24/7 access to interpreters in 250+ languages and high-quality written translation services in 300+ languages.
How are language services utilized in a healthcare setting?
Language services are used anywhere and any way you need to communicate with your patients. From intake to discharge and all of the clinical services in between, hospital staff should use interpretation and translation services to communicate with patients with limited English proficiency.
Language services create efficiencies by explaining processes through translated text and streamlining communication between your staff and patients.
Why aren’t free, online translation tools the safest options for hospitals?
While machine translation (MT) is a powerful tool, it requires human oversight to be effective. Without human review, MT can lead to miscommunication, HIPAA violations, and potential patient harm. Because of these challenges and the varying accuracy of MT across languages, recent updates to Section 1557 of the ACA state that MT can only be used for non-critical communications unless a human translator reviews the text.
Why should hospitals avoid using ad hoc interpreters?
What is an ad hoc interpreter? Ad hoc interpreters are not trained or acting in a professional capacity. Examples of ad hoc interpreters include the patient’s family members or friends, nearby Good Samaritans, or hospital staff who do not have interpreting listed as one of their assigned job duties.
Hospitals that use ad-hoc interpreters can encounter legal ramifications, liability issues, and other financial consequences. Section 1557 of the ACA and third-party accreditations from the Joint Commission and DNV Healthcare all require qualified interpreters that meet specific qualifications and knowledge, including:
- Ethical principles
- Confidentiality
- Language proficiency
- Effective interpreting processes
- Ability to use specialized
healthcare terminology
In addition, many Medicare reimbursement cuts are based on readmission rates. Studies show that non-English speakers readmit at a significantly higher rate than the general population due to trouble understanding medical scenarios and medication labels or having bad reactions to medication.
What risks should hospitals be aware of when selecting a language services provider (LSP)?
Hospitals should beware of LSPs that offer steeply discounted rates. One of the most common issues with these providers is a lack of client support and account management, which can cost you more in the long run.
In addition, interpreter training and quality may be lacking in LSPs who primarily use independent contractor interpreters compared to CyraCom’s employee interpreter model. Finally, hospitals must consider how LSPs protect data and comply with HIPAA standards. Hospitals should ask where the LSPs’ interpreters are located and how they handle private health information (PHI).
How do language services impact the clinician and patient experience?
Providing language services is simply the right thing to do for your patients. You need a trusted partner to help you bridge language gaps and build trust between healthcare providers and patients.
CyraCom’s gold-level AHA sponsorship
Through the associate sponsorship program, the AHA offers various ways for business organizations that share the AHA’s vision to get involved, engage with its members, and share their stories and solutions. So far, CyraCom has provided helpful resources regarding language standards for the Joint Commission, how to improve your CMS Quality Star Rating with a language access plan, and a guide and pricing template for developing a successful language services RFP.
Learn more about CyraCom’s qualified language services for healthcare
Contact our team with questions, or check out our extensive resources list for more information.
