Budgeting for language services often happens quickly at the start of the year. Teams make estimates, set line items, and move on to other priorities. Later, when demand increases, those early assumptions can create pressure on timelines, coverage, and cost. Early budgeting works best when it reflects how language services are actually used, not how … Continued
Why timing matters for Section 1557–related updates Early in the year, many healthcare organizations review compliance-related documents tied to patient communication and access requirements. These reviews often connect to Section 1557 obligations and other federal or state guidance that affect how information is shared with patients and members. Addressing these updates early gives teams more … Continued
January brings a noticeable shift in patient volume for most clinics and hospitals. Respiratory illnesses rise at the same time families return to school, work, and childcare routines. This creates more questions, more follow-up calls, and more need for clear instructions. When patients and families speak different languages, the winter surge becomes even harder to … Continued
Medical providers continue to struggle with meeting the needs of patients who are deaf and hard of hearing. A recently-settled lawsuit brought by the Florida Association of the Deaf against a major hospital highlights the importance of providing quality care to those without hearing. Here are three issues raised in the lawsuit regarding video interpretation, as … Continued
With Section 1557 of the Affordable Care Act expanding Title VI’s language access requirements for healthcare providers, most hospitals and healthcare organizations have a plan in place to provide in-language care. The next step: Ensuring that all interpreters – whether on-site or via phone and video – are of the highest quality. Interpreting is a highly specialized … Continued
In 2015, Jeff Toister author of The Service Culture Handbook, President of Toister Performance Solutions, Inc., and a customer service expert and consultant with more than 20 years experience penned a blog post for Propio. Titled Which Country Offers the Best Customer Service?, the post has garnered thousands of views and proved a popular resource. We re pleased to … Continued
The material herein is educational and informational only. No legal advice is provided. A Houston man has sued a major Texas health system, alleging they mishandled his discharge. In doing so, he may have become the first person in the nation to pursue damages against a provider using the language access provision of Section 1557 … Continued
Over the phone interpretation, OPI, phone interpretation whatever name you prefer, the ability to pick up the phone and connect to a professional interpreter has become a staple for healthcare professionals treating limited-English proficient (LEP) patients. Shifting US demographics and legislation like Section 1557 of the Affordable Care Act make interpreters essential for practicing medicine, and phone … Continued
One of the very first protocols an interpreter learns is to interpret in the first person, speaking as if they were the LEP (Limited English Proficient) or client. For example, if the LEP says I don t know, the interpreter must also say I don t know, as opposed to She doesn’t know or The … Continued
The material herein is educational and informational only. No legal advice is provided You’ve considered the patients themselves when it comes to translating discharge instructions, but have you considered their caretakers? Recently a patient sued a Texas hospital system, alleging that the hospital violated the Affordable Care Act’s prohibition on national origin discrimination when it … Continued
