Authors: Rhew Denise C, Turner Mitchell Marcel, Banks RN, Monica LBLD, Hamilton, Robert EM.
Purpose: To survey what the current knowledge gap of all hospital/office employees on barriers they perceive in initiating interpretative services for customers with Limited English Proficiency (LEP). In addition, to identify if offering an educational power-point on Interpretive Services improve their knowledge gap and improve compliance in utilizing these services for our customers/patients/families?
Significance: Approximately 57 million people, or 20% of the US population, speak a language other than English at home, and approximately 25 million, or 8.6% of the U.S. population are defined as Limited English Proficiency (LEP). Our hospital Spiritual Care Intern noted three instances throughout the hospital within one week where interpretative services were not initiated on appropriate patients.
Strategy: A presurvey was sent out via email to all hospital/office employees to identify any gaps in knowledge, barriers with utilization, and overall comfort levels in requesting interpretative services. An educational power-point was provided to all staff from pre-survey findings. After four weeks, a post-survey was sent out to all staff to assess staff improvement regarding knowledge gap, current utilization, and comfort level in accessing the interpretative services after receiving the educational point-point.
Results: A total of 1778 system-wide employees completed the pre-survey and 650 completed the post-survey. A comparison of pre and post survey results showed the usage of interpretative services over a month time increased from 29.7% to 40%. The survey identified that the top three services used by staff were Face-to-Face 73.36%, Phone-line services 66%, and Mobile Unit device 42%. The comfort ability of accessing/utilizing our current hospital interpretive services improved from 63% to 80%. Understanding that anyone could request the Interpretative services went from 93% to 95%. A few things learn were refusal waiver forms not obtainable, the need for more mobile devices in doctor’s office etc.
Conclusion/Implications: Hospital employees must be able to identify the type of interpretative services that are available, to ensure that patients are provided with information in their language to make knowledgeable decisions about their care they receive.
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