Encounters Online Magazine
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11
1989:
The very few Deaf patients seeking care
at Frederick Memorial Hospital, Frederick,
MD, brought their own interpreters with them
or did without. Rarely, some staff member MIGHT remember there was
something called ‘professional interpreters’ and MIGHT pursue locating one.
Spanish speaking patients? Practically non-existent but if one did appear, the
bilingual head nurse of the busy Orthopedics unit was called to come “help”
the department in need.
Throughout the 90’s:
Maryland School for the
Deaf (located in our community) and Deaf/HOH population grows. The
Patient Relations department starts getting complaints/concerns, becoming
the default “experts” on interpreters because no one else wants to deal with
this. Telephone interpreting existed but few knew about it or how to use it.
A Deaf resident/advocate, Director of local Deaf non-profit agency and one
ASL interpreter began to educate me, patiently and thoroughly. We reached
out to the deaf population and invited them to talk to us about their needs
and consult about resources.
1999:
Considering staff ASL interpreter position but don’t know what to
do with them when they are not interpreting. Volumes don’t yet justify full-time.
2000:
Spanish population explodes, seemingly overnight.
Unexpectedly, Spanish position needed and hired first.
2004:
Finally able to justify ASL staff position but as a dual role,
Interpreter/Patient Representative. Train two interpreters (a job share) to
respond to patient complaints and interpret as needed. Three years later,
busy enough to solely interpret.
2005:
Implement VRI. Some Deaf people like it and see potential,
others hate it and refuse it.
Present:
Manager, fulltime scheduler, 21 full or part-time
interpreters, and 10 VRI units in a stand alone Department under the Vice
President for Medical Affairs.
The payoff in 2012:
Served 1,997 patients for 11,017
bedside encounters, plus 898 telephonic hours for nine languages.
You too can do it! Be proactive but patient. Change takes time and
multifaceted support. Questions? 240-566-3565.
By NAN PRINCIPE CROCKETT, INTERPRETING SERVICES MANAGER
Striving for Excellent Patient
Care and Federal Compliance:
Consider One Hospital’s Journey
