Human Interpreter Services

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Recommended: Healthcare interpreters enter into the patient advocate role when they actively support change in the interest of patient health and well being

The current process of obtaining a human interpreter that meets facility policy can be lengthy and sporadic. The interpreter may not be a family member or friend per facility policy, and the recommendations of the Joint Commission that started in January of 2011. The current procedure is slow (see Appendix II: Old workflow pattern for human interpreter services) and leaves room for errors. A human interpreter may not be contacted at all or there may be delayed contact. If the admitting nurse does not complete the task to initiate interpreter services, it may be missed for a significant length of time while everyone assumes the interpreter has been contacted. The goal is competent interpretation that follows the Health Insurance Portability and Accountability Act of 1996 (HIPAA) regulations, and is twenty-four hour a day and seven day a week service.

Nextalk is a system that not only helps with foreign language interpretation, but also hearing impaired translation. It is a software system that is installed on computers to provide language assistance. NexTalk helps eliminate any delay in treatment by having interpreters from all over the country ready with the push of a few buttons (see Appendix IV-New workflow pattern for NexTalk). Nextalk can be accessed when a person with LED is admitted to the hospital or arrives in the emergency department. The computer with NexTalk installed stays with the patient during the entire hospital stay. The person with LED then has twenty-four hour a day and seven day a week access to an interpreter. The system is ADA (American with Disabilities Act) and HIPPA compliant, and can be installed on new and existing networks (NexTalk, 2011). A plan for implementation of NexTalk is key for the...

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The eighth and finally phase of this change theory by Kotter is make change stick. Once the system is fully up and running, and the health care professionals are educated on the system it needs to last. Reverting back to using family members for interpretation or using gestures should not be acceptable. Periodically, progress and success stories from the Nextalk systems usage should be made. Statistic and data on usage should also be kept as evidence of the need for the system.

In using Kotter’s eight phases of change theory the implementation of the NexTalk system should go smoothly. There will be less resistance about the change and more positive urgency to change the current system. The theory will help keep the timeline of implementation on track from beginning to end. As with any change, it needs to be achievable, realistic and measurable.

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