Free and Charitable Clinics and Pharmacies serve diverse patient populations. These populations are dynamic, too. Any day, someone may need help in a language that is different from those that the clinic or pharmacy is used to offering. Free and Charitable Clinics and Pharmacies need to be prepared to turn on a dime to make high quality healthcare services accessible across language differences. Access to language interpretation services is not only a factor in care quality, it may also be a legal issue. This blog outlines basic information that a clinic or pharmacy can use to consider the type of language services that are best suited for their needs.
Interpretation vs. Translation
Interpretation is commonly considered the "audio" component of bridging language difference. Interpretation occurs when the service translates the communication from one language to another using oral communication or sign language. Interpretation is a live act and it can be done face-to-face or over video.
Translation, by contrast, generally refers to bridging language difference in writing. Translation can also involve putting in writing information that is delivered orally. Translation does not have to be live. It is common for Free and Charitable Clinics and Pharmacies to develop written content, such as signage, forms, and instructions that are originally in English and are then translated into other languages.
Trained Interpreters vs. Volunteer Interpreters
People from all walks of life are commonly tapped to serve as interpreters when there is an acute time-sensitive need. At MaryCatherine Jones Consulting, we've heard of situations where housekeeping staff were invited into patient rooms to assist with interpretation. While this can be helpful in emergencies, nonclinical staff may be inappropriate to use for various reasons. Occasionally, minor children or family members are asked to help overcome language differences in the absence of professional availability. All of these situations can compromise quality of care as there are no assurances that the translation is accurate and there may be power dynamics, especially with children, that affect the patient's response and the translator's willingness, skill, or ability to convey what was said. Certified medical interpreters are the ideal resource for Free and Charitable Clinics and Pharmacies as they are often trained on medical terminology, medical ethics, and cultural awareness. When in-person interpretation is not immediately available in the language needed, telephone or video interpreters can assist.
Telephone and Video Interpretation
Most Free and Charitable Clinics and Pharmacies do not have the luxury to employ staff at all hours that cover all the languages needed. Contracted telephone and video interpretation services can bridge the gap by providing scheduled or on-demand appointments in a variety of languages. Although these services can feel less intimate or less team-based than in-clinic interpretation services, they can significantly augment the clinic's capacity to provide high quality of care. Some interpretation services provide tablets, stands, and microphones to facilitate the use of interpreters during appointments. In other cases, these tools need to funded by the clinic or pharmacy. Some contractors charge a higher rate for video interpretation than for audio-only interpretation. It is important to understand how the costs of interpretation services are calculated.
Translation
Free and Charitable Clinics and Pharmacies use bilingual staff, volunteers, or partner organizations to assist with the language translation of written materials. Translation services are sometimes available through contracted interpretation providers. Other times, translation services need to be purchased and paid for separately from the interpretation. Certified medical translation services are best for highly technical communications, such as prescription medication instructions or patient care plans. Conventional translation firms can handle more generic projects, such as social media, marketing, or event communications. The level of technicality may factor into the total costs of translation projects.
Google and Other Internet-Based Translation and Interpretation
Although Google Translate and other internet-based translation and interpretation services can fit in a pinch, there are risks that must be considered. These generally do not take cultural context into account and may create room for misunderstanding. For example, one client attempted to directly translate a marketing message from English to Spanish when cultural differences made the content irrelevant to the Spanish-speaking community. Even with correct Spanish language, the content did not carry the intended meaning. Professional interpreters and translators can help to assure that the messages flow culturally. Local bilingual volunteers are invaluable for reviewing translated materials and recommending adjustments that fit the local context. Having more than one reviewer decreases the chance that the bias of a single translator or reviewer will harm local comprehension of the message.
Resources for Translation and Interpretation in the Free and Charitable Clinic Setting
State and national free clinic associations may be aware of companies or resources available nationally or within regions to increase the availability of medical interpretation. In some cases, they may have relationships with a provider that could provide or negotiate a reduced cost for services. These organizations are ideal to check with before establishing a contract for your clinic or pharmacy.
Some well known language assistance companies* include:
Company Name | Translation (T) or Interpretation (I) | Website |
Language Line Solutions | T, I | |
Cyracom | T, I | |
Jeenie | I |
*Please note that these are suggestions to start your search. MaryCatherine Jones Consulting does not receive compensation for listing them and has not independently evaluated these companies.
Comments