Reducing Communication Barriers for Hispanic Patients with Multiple Sclerosis: Interpreter Demonstration Project

Hispanics/Latinos (monolinguals) have difficulty receiving appropriate medical care due to the lack of culturally and linguistically proficient services. The National Multiple Sclerosis Society (NMSS) developed a demonstration project to enhance communication between patients and physicians through the use of trained medical interpreters. By eliminating communication barriers, we anticipated showing improvement in patient satisfaction with physician visits and knowledge of the disease. The project was implemented in three multiple sclerosis (MS) specialty clinics in California, New York, and Texas in 2006 (11 months). Services were promoted through the clinics and NMSS chapters. The NMSS developed a 3 hour training curriculum and glossary of MS specific terms to interpreters and each site offered additional training to comply with specific hospital policies. The following instruments were used to assess the quality and impact of the service: patient satisfaction telephone survey using post-then methodology by a trained facilitator; interpreter activity reports; a physician survey, and a report from each participating chapter evaluation. The demonstration program served 120 Hispanics with MS. 89% of the participants were surveyed. Results: 100% of patients interviewed indicated improved communication with the doctor, compared to 7.7 % prior to the service.100% of patients interviewed indicated an understanding of the information received from the physician, compared to 12.9% prior to service. All participating physicians indicated positive value for this service. Results of this demonstration project will be used to establish services in underserved areas and to promote the value of accessible, culturally appropriate interpreter services to ultimately improve health outcomes.