in<strong>for</strong>mation exchange. For example, responses to questions asked by group members maybenefit o<strong>the</strong>rs who may not have thought to ask <strong>the</strong> same question.WHO TO CONTACT. For more in<strong>for</strong>mation about <strong>the</strong> Group Discharge Classes inSpanish, contact Roseanne Pajka, Senior Vice President, Holy Cross Hospital via email atpajkar@holycrosshealth.org or at 301-754-7014.38
APPENDIX EHealth Care InterpreterCertificate ProgramKaiser PermanenteCLAS St<strong>and</strong>ards Met: 1-6, 8, 12, <strong>and</strong> 14See page 12 <strong>for</strong> list of CLAS St<strong>and</strong>ardsISSUE. Due to <strong>the</strong> lack of trained health care interpreters (HCI) <strong>and</strong> <strong>the</strong> improper use ofunqualified ‘ad hoc’ interpreters, such as children <strong>and</strong> family members, Kaiser Permanenteestablished <strong>the</strong> Health Care Interpreter Certificate Program (HCICP). Studies show thatimproper interpretation can lead to increased patient confusion, jeopardized patient safety,emotional distress, <strong>and</strong> prove to be costly to a health care organization.DISCUSSION. Kaiser Permanente is <strong>the</strong> nation’s largest nonprofit health plan, serving 8.4million members <strong>and</strong> 140,000 employees <strong>and</strong> physicians, in nine states throughout <strong>the</strong> U.S.(including Cali<strong>for</strong>nia) <strong>and</strong> Washington, DC. In 1995, Kaiser Permanente per<strong>for</strong>med anational environmental scan of existing interpreter programs that found: 1) No private orpublic accreditation program existed <strong>for</strong> professional HCI <strong>and</strong>, 2) Interpreters provided byexternal agencies often lacked sufficient training <strong>and</strong> demonstrated an inconsistent quality in<strong>the</strong>ir interpretation. In addition, <strong>the</strong>re were no existing interpretation accreditation orper<strong>for</strong>mance st<strong>and</strong>ards. Recognizing <strong>the</strong> lack of <strong>for</strong>mally trained HCI, related trainingprograms, <strong>and</strong> certification st<strong>and</strong>ards, Kaiser Permanente in 1996 designed a model HCIcurriculum. In collaboration with <strong>the</strong> City College of San Francisco (CCSF), <strong>the</strong> curriculum,in 2000, successfully became a <strong>for</strong>mal 15 credit unit Health Care Interpreter CertificateProgram (HCICP), <strong>making</strong> CCSF <strong>the</strong> first educational institution in <strong>the</strong> Western UnitedStates to offer HCI training at <strong>the</strong> college-level.The innovative partnership between Kaiser Permanente <strong>and</strong> CCSF provides a cost-effective<strong>and</strong> practical solution to training health care interpreters. The goal of <strong>the</strong> HCICP grassrootscurriculum is to develop <strong>the</strong> cultural <strong>and</strong> linguistic competency of HCI students <strong>and</strong> prepare<strong>the</strong>m to work effectively <strong>and</strong> efficiently in health care settings. Through academicpreparation, practical skills training, guest lectures by Kaiser Permanente <strong>and</strong> non-KaiserPermanente clinicians, <strong>and</strong> field experience in various Kaiser Permanente <strong>and</strong> non-KaiserPermanente facilities, HCICP students gain additional h<strong>and</strong>s-on experience <strong>and</strong> real-timepractical skills <strong>and</strong> knowledge to successfully complete <strong>the</strong>ir training program.Success of <strong>the</strong> HCIP project requires five key resources:• Personnel: Coordinators/instructors from each partnering academic <strong>and</strong> health careinstitution; language lab coaches; volunteer lecturers such as physicians <strong>and</strong> nurses.• Financial: Kaiser Permanente pays <strong>for</strong> <strong>the</strong> initial instructor training <strong>and</strong> providesclass materials <strong>and</strong> space. Grants or o<strong>the</strong>r sources of funding help support training<strong>and</strong> education program.• Training: The HCI Instructor Training Institute trains faculty at partnering academicinstitutions <strong>and</strong> improves skills of existing faculty.• Support: Continuous technical support is provided to academic institutions <strong>and</strong>partner health care institutions.39
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