Improving the Patient Experience in Healthcare: Cultural and Linguistic Competence 

6 min read

Improving the Patient Experience in Healthcare: Cultural and Linguistic Competence 

Effective communication is critical in healthcare settings — especially when addressing the needs of patients with limited English proficiency (LEP). Studies show LEP patients tend to be more vulnerable to harmful adverse events signaling the need for special attention when communicating with them. Cultural and linguistic competence in a clinic or hospital ensures that all patients receive timely and appropriate care, minimizing language barriers that can delay critical treatments. This competence not only aids in recognizing and adapting to the diverse cultural differences of individuals in our communities, but also enhances the effectiveness of healthcare providers in cross-cultural situations. 

Improving Health Equity through Language Services

Providing high-quality care through cultural and linguistic competence promotes health equity and significantly improves the patient experience. Unfortunately, language and cultural barriers can lead to severe consequences, including incorrect diagnoses, costly readmissions, low patient retention, and costly litigation. According to the Joint Commission’s Sentinel Event Database, nearly 59% of significant detrimental events in healthcare stem from communication failures. Additionally, many LEP patients often forgo seeking medical help due to the complexity of medical literature and lack of accessible information. For example, not being able to understand low-cost health plans or updates to programs like Medicaid. Implementing cultural competence strategies not only helps in reaching out to LEP patients effectively but also ensures they feel welcomed and understood. This in turn directly impacts their access to health services.

The Role of Medically Qualified Interpreters

Working with professional interpreters has shown to improve the clinical and quality of care among LEP patients. At Language Services Associates (LSA), we work with medically qualified interpreters who play a pivotal role in bridging communication gaps and improving overall patient experience. Interpreters are rigorously vetted and trained to provide the highest level of support to medical staff and LEP patients. This results in many benefits, including:
Understanding diversity and multicultural attributes allows our interpreters to ensure that all care preferences are clearly understood and respected, aligning with the patient’s cultural background.

Broadening Access to Professional Language Services

In the United States, roughly 22% of the population aged five and over speak a language other than English at home. Additionally, there were over 67 million international visitors in 2023 — translating to a substantial amount of people who likely require professional language services in medical settings. The quality of a patient’s healthcare experience depends heavily on the language access provided and the cultural competency of the medical staff. This is where professional interpreters truly make a difference and prove to be an invaluable addition to the medical staff. Learn more about LSA’s healthcare language support services or schedule a free consultation today.

About LSA

Language Services Associates (LSA) offers a full suite of interpretation solutions to help optimize the experience of limited English proficient patients and customers. Providing native language support improves the efficiency and productivity of staff, raises customer satisfaction levels, and builds trust. LSA provides a competitive differentiator in the healthcare, government, finance, banking, insurance, call center, legalsports industries, and many more industries.

The Cost of High-Quality Interpretation: A Low Rate Doesn’t Mean Savings

5 min readInvesting in a strategy to help your limited English proficient (LEP) patients or customers is an admirable goal, and being sure you’re getting the best deal is integral to offering high-quality services without emptying your pockets.  

When considering a partnership with a language service provider the first thing an organization weighs is price. The price of interpretation is a fair consideration to make. But when thinking about cost, it’s important to contemplate more than just the number laid out before you. While a low hourly or minute rate may seem appealing, it can cost you more than you bargained for if that interpreter is not carefully vetted, experienced, or qualified for your situation. 

A qualified interpreter may have a higher per-minute rate than someone without a specialized skillset, but there are several reasons for this. Interpreting is more than just converting words from one language to another – it’s understanding meaning, context, cultural nuisances, and having a background in a particular field, like healthcare for instance. Medical interpreters have a broad knowledge of medical terminology and treatments and are well-versed in healthcare regulations and ethical standards. With a qualified medical interpreter, clear communication between a doctor and LEP patient is assured, which reduces costly readmissions and lengths of stay. These calls/sessions also tend to be shorter because a qualified medical interpreter doesn’t need as much time for clarification as an interpreter without a medical background (extra minutes add up even while an interpreter has a lower rate). In the long run, a more qualified interpreter saves you time and money even if their rate appears to be higher on the surface – and this applies to all sectors from legal to finance. 

At Language Services Associates (LSA) we hold our interpreters to a high standard, with a meticulous six-step assessment process, and only one in every 40 candidates making it through our qualification procedure. Our interpreters are carefully vetted, industry-specialized, and frequently monitored to ensure that we are providing the highest quality service possible.  

Contact our team at 800.305.9673 X55305 or fill out our contact form in seconds.  

About LSA 

Language Services Associates (LSA) offers a full suite of language interpretation solutions to help optimize the experience of limited English proficient customers and patients. Providing native language support improves the efficiency and productivity of staff, raises customer satisfaction levels, and builds loyalty. For thousands of clients worldwide, in more than 230 languages, LSA provides a competitive differentiator in the healthcare, government, financial and banking, insurance, entertainment, hospitality, and manufacturing industries.  

Language Services Associates Named Top Provider

5 min readFOR IMMEDIATE RELEASE:

Media Contact:
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800.305.9673 X55139

Horsham, PA May 7, 2020  Language Services Associates (LSA) is proud to announce that it was named as a top 30 language services provider in the Nimdzi 2020 report. Nimdzi is one of the most prestigious international research and consultancy firms focused on the language industry. Being listed in the top tier of providers in a crowded market is a distinguishing accomplishment for Language Services Associates.

“The language industry is constantly evolving. LSA has been a dynamic participant in this area for more than 25 years and we are proud to be a part of this report.  We were thrilled that Nimdzi recognized our contributions,” says Scott F. Cooper, LSA’s Managing Director and General Counsel.

LSA provides business-to-business real-time interpretation services through phone, video and in-person delivery.  It also translates documents and website content.  LSA is a national leader in language for healthcare providers, financial services, insurance, Medicare call centers, conferences, and a variety of other industries.  LSA utilizes a distributed interpreter network, which further prevents against service interruptions from natural and health causes.

LSA solutions offer industry-leading integration of interpretation services in over 240 languages through a wide array of complex platforms including telehealth encounters, health system EHRs and multi-party interactions.  Quality interpretation in the healthcare space reduces patient readmission rates, helps with patient outcomes, and contributes to greater clinician efficiency.

Mr. Cooper indicates, “The service lines we have been developing for years are now on full display during the COVID-19 outbreak.  Our processes reduce the risk of infection by allowing streamlined interactions between patients, physicians, and interpreters from remote locations.  As important, we can scale solutions for health systems and other users of all sizes.  Getting reliable healthcare to all patients – regardless of their language proficiency – is a key strategy in flattening the coronavirus curve.”

“With the recent COVID-19 pandemic, we are seeing businesses needing access to interpreters in new ways because how they do business in this unprecedented event is changing. We have the options and technology to deliver,” says Mr. Cooper.

LSA also has significant experience in disaster recovery efforts and was able to adjust to a significant increase in volume of interpreter requests during hurricane Maria. “We were very prepared and had a plan in place. Despite this outbreak, we are fully operational and ready to serve our clients and those that need language services. And, our listing in Nimdzi reinforces our capability,” explains Mr. Cooper.

About LSA

Language Services Associates is a full-service national leader delivering interpretation and translation solutions. Thousands of clients worldwide rely on LSA’s unique combination of state-of-the-art technology, a global roster of highly qualified interpreters providing more than 240 languages, and over 25 years of industry expertise. For more information visit: www.lsaweb.com.

How to Address the Limited English Speaking and Deaf Community During the COVID-19 Crisis

7 min readThe COVID-19 outbreak is causing hospitals and physicians across the country to increasingly utilize telehealth and video encounters.  At the same time, government regulations are rapidly changing to allow for more telehealth to address the crisis. At the center of these developments is a dire need to reduce the amount of direct human contact in clinical settings.  The risk of exposure to the virus in this outbreak is high. Health experts indicate outbreaks may become more common.   In addition to the many known challenges COVID-19 is creating, limited English speaking and Deaf patients face additional challenges.  Amid this crisis, heart-breaking reports of some hospitals having difficulties accessing interpreters are beginning to surface.  Healthcare providers can solve these problems IF the right solutions are in place.

New Ways of Delivering Interpreters to Extend Care Beyond Walls

The growing importance of mobile healthcare underscores the critical need for interpreters-on-demand.

At every turn, healthcare providers and government officials are urging the reduction of human contact during clinical settings to alleviate the spread of the disease.  Communicating with the limited English proficient population (LEP) and the hard of hearing only gets more difficult with these new guidelines and procedures.  An added problem is that most health systems utilize their own communications and privacy protection platforms.

Industry experts have responded by developing a range of solutions to keep communications safe and reliable.  Language Service Associates (LSA) has solutions and options available now for all levels of patient care.

A Range of Options

No one solution will work perfectly for all healthcare providers.  The solution must match existing needs, ability to deploy, training time, clinical settings and budgets.  Each option will bring with it “pluses and minuses” that each provider must evaluate.

  • Top-Line Option – Full Integration with Telehealth Platform

The best option remains a fully integrated telehealth solution that integrates with the patient’s Electronic Health Records (EHR).  The new ViTel Net and Language Services Associates (LSA) platform integration enables clinicians to immediately add an interpreter within the existing telehealth workflow with just three clicks. This streaming solution works across multiple devices, regardless of a physician or patient location, and without additional equipment for the healthcare organization. By embedding the interpreter solution directly into a telehealth encounter, your organization vastly improves clinician workflows, reduces the chance for medical errors and readmissions for limited English proficient (LEP) and hearing-impaired patients. It’s a cost-saving, affordable, HIPAA secure, and sustainable option.

  • LSA’s IRIS Solution

Where full telehealth integration is not possible, another option is the use of LSA’s IRIS (Instant Remote Interpretation Solution) platform application. to enable a patient and doctor to seamlessly interact directly with an interpreter on an app. It is an application that is easily downloadable on mobile, computer or tablet. It’s also encrypted, secure and meets NAD standards.

  • LSA’s Interpreter to Your PlatformConnect

Many healthcare providers are already using some form of video telehealth platform (eCW, Teledoc, MDLive, etc.) or other conferencing solutions (Zoom, Teams, etc.).  Changes in regulations now allow for the introduction of an interpreter into your existing platform.  LSA’s Interpreter to Your Platform Connect option is a solution aimed at immediately fitting into an existing platform.  It is a cost-effective solution, without significant IT development, for healthcare providers that must get up and running quickly.  The challenge here is that patient privacy is still dependent on a third-party provider outside the control of the healthcare provider.

There are also several other solutions including video conference third party calls and virtual face-to-face, each with pros, cons and important security considerations. As our healthcare delivery model rapidly changes, healthcare organizations need flexible options for accessing interpreters. Language Services Associates has the solutions for your organization.

To learn more, click here to schedule a demonstration and consultation today.