COMMUNICATION SERVICES FOR THOSE WITH
SPECIAL NEEDS PROCEDURE
Purpose: Scenic Bluffs Community Health Centers is committed to providing equal access to all patients/clients. As part of this commitment we will make every effort to provide interpreters/translators services to facilitate communication between staff and patients/clients with special communication needs. Scenic Bluffs Community Health Centers will access interpreter/translator services for the hearing impaired and for those patients/clients with “limited English proficiency” who present for services.
Interpreters/Translators shall be used in situations where clear and effective communication is needed. Situations in which an interpreter/translator is important to ensure thorough and accurate communication include, but are not limited to:
a) Obtaining a medical, dental, or chiropractic treatment history
b) Informed consent
c) Explaining a diagnosis and plan for treatment
d) Explaining any change in regimen, environment or condition
e) Procedures in any of our departments
f) Medication instructions and explanation of possible side effects
In certain situations, treatment will be provided to patients/clients in accordance with standards of practice for all departments. The following may be considered by a clinician to provide forms of communication in the event an interpreter/translator is not available:
a) Lip-reading
b) Written notes
c) Telephone/Telecommunication devices
I. Responsibility
- Individuals interested in interpreting/translating must be able to prove they meet a set of standards to qualify under Scenic Bluffs Community Health Centers’ guidelines for interpreting/translating.
- Any staff scheduling appointments will make all good faith efforts to identify a patient/client needing interpreter/translation services when scheduling an appointment or when a patient/client is being registered. In some cases, interpreters/translators will not be needed for every appointment for that patient. In those cases it may be appropriate to schedule an interpreter/translator periodically for routine, ongoing care.
- Staff will attempt to schedule appointments so as to allow enough time for interpreter/translator to be scheduled.
- Even if the patient/client or their representative refuses to use an approved interpreter/translator, the Health Centers staff can request the presence of such interpreter/translator to ensure accurate communication.
- It is the policy of Scenic Bluffs to discourage the use of family members or friends as interpreters/translators because this may violate the person’s privacy and disclose sensitive and confidential information. It is our policy to inform all Limited English Proficiency (LEP) customers of the right to free language assistance/interpreter services at no cost to the LEP customer. LEP customers who decline such services and requests the use of a family member or friend will be asked to sign a “Declination for Interpreter/Translator Services” form (Appendix F-English or Appendix G-Spanish) acknowledging that this practice could result in a breach of confidentiality and he/she will not hold Scenic Bluffs Community Health Centers responsible for any inaccurate interpretation/translation or miscommunication.
Scenic Bluffs prohibits the use of minor children (18 years of age or younger) as an interpreter/translator and will not allow minor children to interpret/translate under any circumstances.
- All interpreters/translators are expected to agree to the following:
a) Keep all information strictly confidential
b) Render the message to all as faithfully as possible
c) No counseling, advising or interjecting personal opinions
d) Accepting assignments with discretion with regard to skill, setting and patients/clients
e) Request compensation in a professional manner
f) Function appropriately to each individual situation
g) Strive to further knowledge and skills
II. Implementation
A. Limited English Proficiency
- The Health Centers’ staff will consult with the “Limited English Proficient” patient/client to determine which language she/he speaks.
- If the patient/client is found to speak Spanish, our in-house Spanish Interpreter employees should be contacted to arrange a mutual appointment.
- If the patient/client is found to speak a different language it will be necessary to use Pacific Interpreters or Language Line Services to contact an Interpreter from the list. (Appendix A)
B. Hearing Impaired
- The Health Centers’ staff will consult with the deaf patient/client to determine his/her preference for a particular interpreter/translator.
- If the deaf patient/client has no preference, make contact with the interpreters/translators on the list who are certified. (See Appendix B for freelance interpreters/translators and Appendix C for agencies who provide the service)
- The following information will need to be obtained from interpreter/translator for internal use: Social Security Number or Federal Tax ID Number, address and telephone number (cell and/or home).
- Add the interpreter/translator information to the EHS Scheduler in the event further contact is required.
- The Wisconsin Relay System is also available to patients and staff. (See Appendix E)
C. Cordless Phones
1. Cordless Phones are available to initiate 3-way calls with Interpreter/Translator Employee at Scenic Bluffs Community Health Centers in Cashton or Norwalk or for outside Interpreter Company by following the procedure, patient and provider. (See Appendix H) The cordless telephones are located in the panoramic x-ray room in the dental department and are available for use by all SBCHC departments.
D. Service Dogs
Scenic Bluffs allows the use of service dogs for the following: Guiding people who are blind, alerting people who are deaf, pulling a wheelchair, alerting and protecting a person who is having a seizure, reminding a person with mental illness to take prescribed medications, calming a person with Post Traumatic Stress Disorder (PTSD) during an anxiety attack, or performing other duties. Service animals are working animals, not pets. The work or task a dog has been trained to provide must be directly related to the person’s disability. Dogs whose sole function is to provide comfort or emotional support do not qualify as service animals under the Americans with Disabilities Act (ADA). Under the ADA and Section 504 of the Rehabilitation Act of 1973, health care facilities must permit the use of a service animal by a person with a disability, including during a public health emergency or disaster. (Refer to the following website: phe.gov/Preparedness/planning/abc/Pages/service-animals.aspx)
III. Other
1. Before contacting an interpreter/translator, you will need to provide the following information:
a) Date of appointment/event
b) Health Center location (including street address and directions)
c) Telephone and fax number of Health Center
d) Start and end times of appointment
e) First and last name of person requesting interpreting services
f) First and last name of deaf person
g) Number of deaf people involved in the appointment
h) Communication preference of deaf person (American Signed Language-ASL, Pigeon Signed English- PSE, Signed English)
i) Interpreter preference, if any, of deaf person
j) Detailed description of appointment (physical exam, tests, etc.)
k) If the appointment has materials for preparation prior to the date (e.g. handouts)
l) Billing address and contact person.
m) Complete an “Interpreter & Sign Language Documentation of Usage Form” (Appendix D) once you have all of the appropriate information from the Interpreter (listed under III Other) and forward to accounts payable.
2. If you have difficulty with any of the above steps, contact the Operations Director or Health Educator for assistance.
Appendix A
Limited English Interpreter List
1.Contact Interpreter/Translator Employee at Scenic Bluffs Community Health Centers in Cashton or Norwalk for Hispanic patients who need a Spanish Interpreter at (608) 654-5100. (If all Scenic Bluffs CHC Interpreters/Translators are on vacation, leave of absence, or not available follow procedure for other language needs below.)
2.All other language needs contact Pacific Interpreters or Language Line Personal Interpreter Service by following the following procedure:
First Choice:
Pacific Interpreters
- Dial 1-800-264-1545
- b. For Spanish Press 1 and you will be connected to a Spanish interpreter/agent or
- c. For all other languages Press 6 and a Customer Service Agent will answer the phone.
- The interpreter/agent will ask for the following information:
Access Code - 841159
Language Needed (if different than Spanish)
Caller’s Name - (Your name)
Clinic Name - Scenic Bluffs Community Health Centers
- If you require to be put on hold it should be for less than 30 seconds and then you should be connected to an interpreter.
- Complete an “Interpreter & Sign Language Documentation of Usage Form” (Appendix D) and forward to accounts payable.
Second Choice:
Language Line Personal Interpreter Service
- Dial 1 (888) 808-9008
- Enter on your telephone keypad or provide the representative: Client ID 83440087
- Speak the name of the language. (e.g. “Spanish”)
- If the language you requested is correct, press 1.
- An interpreter will be connected. Tell them what you want to accomplish and give them any special instructions. Provide the number if you need to have the interpreter place an international or domestic call.
- Complete an “Interpreter & Sign Language Documentation of Usage Form” (Appendix D).
For Language Line Personal Interpreter Service: *If you have an emergency situation, you may call 1-(800) 752-6096 and push “0” to speak to a “live” representative. Explain to the representative that “this is an emergency and I need assistance immediately.” (They are obligated to put the call through immediately.)
Appendix B
Sign Language Interpreter List
It is best to consult with the deaf patient to find out if he or she has a preference for a particular interpreter. If not, start by contacting interpreters from the list below. Please contact individual interpreters for information. Each individually listed interpreter sets his/her own business practices, policies, and rates. (An interpreter referral agency may charge a service fee above the hourly rate paid to the interpreter. For a list of referral agencies see Appendix C.)
Jean JeromeConnie Hudzinski
608-781-8293608-769-4236 (cell)
2523 Island Park Road229 Garland Street
LaCrosse, WIWest Salem, WI 54669
Sarah EricksonKris Follansbee
507-429-3572 (cell)N5034 Green Coulee Road
706 West 4th StreetOnalaska, WI
Winona, MN 55987608-792-3623 (cell)
608-783-0755 (home)
608-785-9551 (work)
Colleen KudoAlisha Mattys
N5429 Eagle Circle Lane608-227-2888
Onalaska, WIWinona, MN
608-386-6477 (cell)
608-783-3634 (home)
608-392-7901 (work)
Current List as of 2/2015
A State Wide List can be accessed at http://www.dhs.wisconsin.gov/sensory/Interpreting/RIDdefinitions.htm
Appendix C
INTERPRETER/TRANSLATOR AGENCIES
Following is a listing of interpreter scheduling agencies that do business in Wisconsin. These are the agencies we know about but may not be an exhaustive list. Agencies may charge a service fee above the hourly rate paid to the interpreter. If you use a scheduling agency, it is still important to pay attention to the qualifications of the interpreter who is scheduled. Make sure that the agency schedules an interpreter with qualifications appropriate for the situation you need interpreted. When the deaf consumer has no preference, a nationally certified interpreter is always preferable. Do not be put off by the location of the agency’s offices. Most agencies contract with a variety of interpreters and provide services statewide. For more information regarding individual policies and rates, please contact these agencies directly.
Communication LinkThe Sign Language Group, Inc.
10243 W. National Avenue1478 Kenwood Drive
West Allis, WI 53227Menasha, WI 54952
800-542-9838920-720-3046 Voice
414-604-7231920-720-3047 TTY
920-720-3048 Fax
Professional Interpreting Enterprise, Inc.Southern Wisconsin Interpreting &
6510 W. Layton Avenue, Ste.2 Translation Services, LLC, (SWITS)
Greenfield, WI 53220110 South Third Street, P.O. Box 196
888-801-9393 Toll free voice/TTYDelavan, WI 53115
414-282-8115 Voice/TTY262-740-2590 V
414-395-8261 VP262-725-0115 VP
888-801-9393 Toll free voice262-740-2592 Fax
414-282-8117
Interpreting Solutions, Inc.DT Interpreting
540 S. First StreetN25 W23131 Paul Rd., Suite 900
Milwaukee, WI 53204Pewaukee, WI 53072
414-226-8191262-373-6925
414-226-8192877-229-8119
Current List as of 02/2015
Current List can be accessed at dhs.wisconsin.gov/sensory (Interpreter Agencies)
APPENDIX D
Interpreter & Sign Language Documentation of Usage Form
Translation Interpreter Information
/Sign Language Interpreter Information
Company Used: ______Date service was used: ______
Start time of call: ______
Time call ended: ______
Patient’s Name: ______
Assisting staff person’s name: ______
Phone extension # the call was made from: ______
Clinic site: ______
What Language: ______/ Company Used:
Date service was used: ______
Patient’s Name: ______
Interpreter’s Information:
Name: ______
Address: ______
______
Phone #: ______
Clinic site: ______
Cost estimate for Visit: ______
Please return this form to the Accounts Payable Dept.
------
APPENDIX D
Interpreter & Sign Language Documentation of Usage Form
Translation Interpreter Information
/Sign Language Interpreter Information
Company used: ______Date service was used: ______
Start time of call: ______
Time call ended: ______
Patient’s Name: ______
Assisting staff person’s name: ______
Phone extension # the call was made from: ______
Clinic site: ______
What Language: ______/ Company Used: ______
Date service was used: ______
Patient’s Name: ______
Interpreter’s Information:
Name: ______
Address: ______
______
Phone #: ______
Clinic site: ______
Cost estimate for Visit: ______
Please return this form to the Accounts Payable Dept.
APPENDIX E
WISCONSIN RELAY SYSTEM
The Wisconsin Relay System is available to staff and hearing or speech impaired patients for communication needs free of charge 24 hours, seven days a week, 356 days a year. Long distance charges may apply.
Scenic Bluffs is not required to purchase any specialty equipment to provide TYY/TDD services to patients.
A person who is deaf, hard-of-hearing, deaf-blind, or speech-disabled uses a TTY to type his/her conversation to a Relay Operator, who then reads the typed conversation to a hearing person. The Relay Operator relays the hearing person's spoken words by typing them back to the TTY user.
Standard telephone users can easily initiate calls to TTY users. You will be required to give the Relay Operator the telephone number of the hearing or speech impaired patient. The Relay Operator will type the hearing person's spoken words to the TTY user and reads back the typed replies by voice to the hearing individual.
All Wisconsin Relay calls are strictly private. No records of any conversations are maintained.
The following numbers can be used to reach the Wisconsin Relay System:
English to English 800-947-6644
Spanish to Spanish 800-833-7813
Spanish to English/English to Spanish877-490-3723
If you have any questions regarding the Wisconsin Relay System you can contact Customer Service at 800-676-3777 (English)/800-676-4290 (Spanish) or visit their web site at wisconsinrelay.com.
APPENDIX F (English)
Declination for Interpreter/Translator Services
Patient’s Name: ______
Date of Birth: ______Today’s Date: ______
I was offered the services of an interpreter/translator, at no cost to me, by Scenic Bluffs Community Health Centers today and I elect to:
Decline the use of any interpreter/translator services.
Provide my own interpreter/translator services. Interpreter/translator must be over 18 years of age.
Name of interpreter/translator: ______
I understand that I am providing my own interpreter/translator for the purpose of communicating medical information. I understand that the interpreter/translator will have access to my medical information.
Language Interpretation Required: ______
(Spanish, Hmong, Sign-Language, etc.)
Permission Granted By: ______Date: ______
Signature of Patient or Guardian
Name of Patient or Guardian (Please Print): ______
APPENDIX G (Spanish)
Declinación de Servicios de Interprete/Traductor
Nombre de Paciente: ______
Fecha de Nacimiento: ______Fecha de Hoy: ______
He estado ofrecido los servicios de un interprete/traductor, sin costo a mí, por Scenic Bluffs y eligió a:
Declinar el uso de cualquier servicio de interprete/traductor
Proveer mi propio servicios de interprete/ traductor. Interprete/Traductor tiene que tener más de 18 años de edad.
Nombre de Interprete/Traductor: ______
Entiendo que estoy previendo mi propio interprete/traductor al propósito de comunicar información medico. Entiendo que el interprete/traductor va a tener acceso a mi información médica.
Idioma que Requiere Interpretación: ______
(Español, Hmong, Lenguaje por Señas)
Permiso Dado Por: ______Fecha: ______
(Firma de Padre o Guardiana)
Nombre de Paciente o Guardiana (Por favor Escribir): ______
APPENDIX H
CORDLESS TELEPHONE (3-WAY) CALL
The cordless telephones are available for 3-way calling between patient, provider and Interpreter/Translator (either SBCHC interpreter/translator employee or an outside source/agency). The cordless telephones are kept in the panoramic x-ray room in the dental department and are available for use by all SBCHC departments.
The following is the procedure for using the cordless telephones:
- Using the desk telephone, call 211.
- Answer extension 211 – display should say Interpretation Wireless 1 (Do not hang up desk telephone).
- Using the desk telephone, press the conference button and then dial 212.
- Answer extension 212 - display should say Interpretation Wireless 2.
- Using the desk phone, press conference button two times (one to connect extensions 211 and 212 together, the second to make the call to the Interpreter/Translator).
- Using the desk phone, call Scenic Bluffs Community Health Centers Interpreter/Translator or if SBCHC Interpreter/Translator is not available, call the interpreter line using the procedure (Appendix A).
- When Interpreter/Translator picks up, press the conference line again.
- When you have an Interpreter/Translator on the line, hang up desk phone.
- Take two cordless phones to exam room for patient Interpretation/Translation (one for staff, one for patient).
- Once the call is completed, hang up both cordless phones and return to chargers.
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