Addressing Language Access Issues in Your Practice: A Toolkit for ...

CALIFORNIA ACADEMY OF FAMILY PHYSICIANS 26
Example:
upcoming vaccination drive, documents such as consent forms have legal implications and should
be translated by professionals.
“This office will make the following documents available to patients in their non-English language when the
language is spoken by more than 10% of the office's registered patient population: patient intake forms,
medical history forms, financial information forms, patient's rights and responsibility forms, and consents
for treatment.
Document translation must be approved by ___________. Any document with legal implications will be
translated by WWW Translation Company."
Again, policies and procedures may seem extraneous, especially in a small practice. Writing them, however, may
help you think out how you routinely handle certain issues in language access, and may help your staff respond
independently with confidence when situations arise.
TIP: For larger practices: Informing your patients about interpreter availability
Whether you are providing interpreter services principally out of concern for clear communication or as a means to market your practice
to a wider community, it is important to let your patients know that they can count on understanding and being understood when
they come to see you. There are several ways to inform patients, which can all be used simultaneously.
1) Inform all patients or their representatives at first contact that you provide interpreters.
2) Post an “Interpreter Services Sign” in your waiting room. An example from the Massachusetts Department of Public Health is available
for free on its website at: http://www.state.ma.us/dph/omh/interp/interpreter.htm. This page contains the following message in 31
languages: “You have a right to a medical interpreter at no cost to you. Please point to your language. A medical interpreter will be
called. Please wait.”
A similar poster is put out by the state of Florida in 21 languages. It reads: “Attention! If you do not speak English, or if you are deaf,
hard of hearing, or sight impaired, YOU can have interpretive and translation services provided at no charge. Please ask for assistance.”
You can download this poster for free at http://www.floridajobs.org/PDG/PostersforEmployers/IS%20Poster%2011x17.pdf.
3) Include a statement like this, translated into the most common languages of your patient population, on any marketing materials: “If
you do not speak English, or if you are deaf or hard-of-hearing, an interpreter will be provided for you at no charge. Please let the
receptionist know if you need an interpreter.”