The 130th Annual Meeting of APHA

Abstract #49442

Mondi Mason, MPH, Health and Behavioral Sciences, University of Colorado, 807 East 5th Avenue #7, Denver, CO 80218, (303) 715-4764, mamason@ouray.cudenver.edu

For millions of people in the U.S., differences in language and culture remain a significant barrier to their receipt of public health, hospital and other medical and social services that they are legally entitled to receive. Organizations are adopting new policies and changing procedures to meet the needs of patients with limited English proficiency and comply with the Civil Rights Act of 1964. Some rely on bilingual employees in non-interpreter positions; others access “language lines” or have created formalized interpreter services. It is uncertain which policies and procedures are actually implemented and of benefit. Using Diffusion of Innovations as a framework, this case study explored organizational practices that facilitate and impede communication and access for patients with limited English. Key areas examined through observation and interviews with clinicians, staff and Spanish-speaking patients in a medical center and its community health centers include: 1) how procedures are implemented, 2) how they affect communication and access for patients and 3) how they affect the roles of clinicians and staff members. Preliminary findings are: 1) conflict exists between organizational needs for compliance and the reality of time limitations to meet patient needs, 2) an overestimation of language ability among “bilingual” clinicians and staff affects communication with patients and 3) role conflicts exist for bilingual staff not in formal interpreter roles. These findings have implications for developing policies and procedures for the efficacious delivery of health care to patients with limited English.

Learning Objectives: At the conclusion of the session, the participant will be able to

• Identify methods for assessing their organization to determine how policies and procedures are being implemented for patients with limited English.
• Recognize how policies and procedures for patients with limited Englsh are implemented, how they affect access for patients and the roles of clinicians and staff.
• Discuss developing policies and procedures for the efficacious delivery of health care to patients with limited English.

Keywords: Access to Health Care,

Presenting author's disclosure statement:
I do not have any significant financial interest/arrangement or affiliation with any organization/institution whose products or services are being discussed in this session.