216460 Use of a bilingual language card to promote interpreter services and improve access to linguistically appropriate health care

Tuesday, November 9, 2010

Judith Ibarra , Cultural and Linguistic Services, L.A. Care Health Plan, Los Angeles, CA
Yolanda Martinez , Communications and Marketing, L.A. Care Health Plan, Los Angeles, CA
Lenna Monte, MPH , CHES , Cultural and Linguistic Services, L.A. Care Health Plan, Los Angeles, CA
Nai Kasick, MPH, CHES , Health Education, Cultural and Linguistic Services, L.A. Care Health Plan, Los Angeles, CA
To bridge language gaps, improve access to care, and comply with state and federal regulations, L.A. Care Health Plan offers interpreter services at no cost to members. However, utilization of these valuable and necessary services has been low. To increase utilization of interpreter services, L.A. Care's Cultural and Linguistic Services department conducted a pilot intervention. In July 2009, 3,500 “I Speak” language cards were distributed to Spanish-speaking Healthy Families (S-CHIP) households. Cards are bilingual English/Spanish, with information about how to access interpreter services. Members are encouraged to show the card at medical appointments and pharmacy visits to request an interpreter and inform office staff of their right to an interpreter. During the intervention period, telephonic interpreter services utilization increased by 32%. No other interventions were targeted to this population during this time. The “I Speak” language card is a valuable tool to allow members to advocate for their rights. It serves as a communication bridge and an informational piece for members and medical office staff. As a result of this intervention, L.A. Care plans to continue to distribute the “I Speak” card to new members and expand the card to include Armenian, Chinese, and Vietnamese in an effort to improve access to quality health care services for all populations. L.A. Care Health Plan provides health care to nearly 800,000 low-income families and individuals in vulnerable communities in Los Angeles County, California. L.A. Care's membership reflects the county's diverse urban population; over 50% of members speak a language other than English.

Learning Areas:
Diversity and culture
Provision of health care to the public

Learning Objectives:
1. Describe techniques used to promote interpreter services to the limited English proficient population.

Keywords: Interpreters, Access to Health Care

Presenting author's disclosure statement:

Qualified on the content I am responsible for because: Nai Kasick is the director of Health Education, Cultural, and Linguistic Services Department at L.A. Care Health Plan. She is responsible for the translation, interpretation and health education services for nearly 800,000 Medi-Cal, Medi-Care, Health Families and Healthy Kids members in Los Angeles County. Ms. Kasick has worked with vulnerable and cultural diverse populations in health care setting for 13 years. She has also worked to train low-income people of color to entry level health care jobs and advance their careers through health care ladder training program, which Ms. Kasick developed and secured funding as an executive director for non-profit agencies.
Any relevant financial relationships? No

I agree to comply with the American Public Health Association Conflict of Interest and Commercial Support Guidelines, and to disclose to the participants any off-label or experimental uses of a commercial product or service discussed in my presentation.

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