Improving Access to Healthcare for Non-English Speakers
Every year, a significant number of patients at Allegheny Health Network (AHN) and Highmark Health require interpretation services to navigate their healthcare journeys effectively. Acknowledging language barriers as a critical issue, these organizations have rolled out the "I Speak" initiative, aimed at enhancing communication with non-English speaking patients and those whose primary language is not English.
About the 'I Speak' Campaign
The "I Speak" program is designed to facilitate better interactions between caregivers and patients. It employs a variety of tools, including posters, informative handouts, and convenient wallet cards. These materials serve to quickly identify the preferred language of a patient upon their arrival at an AHN facility, thereby enabling faster and more accurate connection to interpreter services.
Expanding Language Support
Initially piloted at Highmark Health’s insurance branch, the program is now making significant strides by expanding to AHN's medical facilities throughout the region. This expansion will also include Highmark's Direct Stores located in Pennsylvania and New York, addressing the needs of many who seek medical attention.
Meeting the Need for Translation Services
It is essential to recognize that thousands of patients and Highmark members require real-time translation assistance when receiving care, making appointments, or querying their insurance. The U.S. Census Bureau has reported that over 25 million individuals in the United States have limited English proficiency, highlighting the importance of programs like "I Speak" for improving healthcare access.
The Impact of Language Barriers
Research indicates that communication barriers between patients and healthcare professionals can adversely affect the quality of care provided. For instance, patients presenting with language barriers tend to undergo more extensive examinations, face longer wait times in emergency departments, and encounter higher medical costs. Additionally, inadequate medical interpretation can result in heightened anxiety among patients, decreased engagement in therapy, and a diminished likelihood of seeking mental health support.
Leadership and Vision Behind 'I Speak'
The "I Speak" initiative is spearheaded by Highmark Health's Institute for Strategic Social and Workforce Programs (S2W), a dedicated team concentrated on ensuring accessible, quality healthcare. Veronica Villalobos, the vice president of S2W, emphasized the importance of mutual understanding in healthcare, stating, "When we can better understand one another, we can better take care of one another. Our main aim is to provide all patients and members with the highest quality of care regardless of language.">
Enhancing Patient Experiences
This initiative empowers patients by providing the means to communicate their needs clearly, enabling AHN's care teams to deliver appropriate support. Once a patient signals their preferred language, AHN communicates with a specialized language interpreter service, available around the clock to meet specific healthcare demands.
Villalobos noted that the program streamlines the process for caregivers requesting interpretation services, enhancing efficiency and minimizing potential misunderstandings between patients and staff. Overall, this represents a significant advancement toward simplifying patient experiences and improving care across the board.
Statistics Show the Need for Linguistic Services
From January to June, Spanish emerged as the most frequently requested non-English language at AHN facilities, accounting for 25.7% of requests. This was followed by Haitian Creole at 22.7%, along with rising requests for languages such as Nepali, Arabic, and American Sign Language (ASL). Notably, 46% of calls received by 412-DOCTORS were from Spanish-speaking individuals, with Nepali requests coming in at a notable 14.1%.
Frequently Asked Questions
What is the 'I Speak' initiative?
The 'I Speak' initiative is a program aimed at improving communication between healthcare providers and non-English speaking patients at AHN and Highmark Health facilities.
How does the program assist patients?
It uses wallet-sized cards printed in multiple languages, which help caregivers quickly identify patients' preferred languages and connect them with interpreter services.
Where is the 'I Speak' program available?
The program is available at AHN medical facilities, including outpatient centers, and has expanded to Highmark's retail locations in Pennsylvania and New York.
Why is this initiative important?
Language barriers can adversely affect the quality of medical care and patient experience; this program aims to bridge that gap, ensuring effective communication and better healthcare outcomes.
What languages are supported?
The wallet-sized cards are printed in 29 languages, including American Sign Language, supporting a wide array of communication needs among patients.
