Speaking of language access: Interpreter requests and availability -- impact on patients' ratings of healthcare quality in a complex provider network, within a large and diverse Medicaid health plan, 2011
Learning Areas:Biostatistics, economics
Conduct evaluation related to programs, research, and other areas of practice
Diversity and culture
Implementation of health education strategies, interventions and programs
Planning of health education strategies, interventions, and programs
Discuss best practices in measuring and analyzing interpreter access, using surveys done already for other purposes. Describe the role of interpreter access in permitting communication between patients and providers and their staffs. Discuss the proportion of patients reporting need for and medical interpreter in a large urban Medicaid population. Compare interpreter access among language groups, and Medicaid cohorts (adult vs pediatric). Discuss the willingness of Medicaid members to request interpreters when needed, and potential barriers to such requests. Describe potential barriers (and solutions) for members and providers to request and set up interpreter access. Demonstrate the impact of interpreter access on patients' ratings of the quality of care and services. Discuss methods for making the findings actionable within a medical group, clinic, health plan, or agency.
Keyword(s): Interpreters, Quality Improvement
Qualified on the content I am responsible for because: Served seven years as Senior Biostatistician at the largest public health plan in the United States serving Medicaid and CHIP populations in an ethnically diverse urban county in the southwest United States. Managed CAHPS and related surveys from 2006 to 2013. Incorporated questions on interpreter access and cultural competence, and designed related analyses to improve the quality of services and care. Consulted on design and validation of measures of professional interpreter knowledge, skills, and abilities.
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.