Isn’t it always better to have someone in person?
There are many instances where it is impractical or unwise to attempt to use an interpreter in person. In the case of an emergency, a patient and their physician cannot wait the time (possibly hours) that it would take for an interpreter to arrive at their physical location. They need help now. If the language needed is what can be considered a language of limited diffusion, there is a possibility that no qualified interpreter will be available to come to the location and interpret. In a sensitive case where confidentiality is paramount, it can be next to impossible to find an impartial interpreter in a small ethnic community. In those and many other instances, an over the phone interpreter is the hands down best option.
When to use Telephonic versus In-person interpretation
In general, a telephonic interpretation session makes sense when:
- The communication needed is short and straightforward.
- The care team is trying to find out what the patient wants or needs.
- Triage needs to happen quickly.
- The patient and the care provider are both present, and must take advantage of the opportunity to talk to each other now. (Rounds, walk-ins)
- The patient is clear-minded and capable.
- The patient is not unduly traumatized, confused, drugged, or overwhelmed.
- It is difficult or impossible to find an in-person interpreter in that language at that moment.
In general, an in-person interpreter is desirable when:
- The patient’s care episode is complex, requiring many staff members to assess and treat the patient in a short period of time.
- The information that the patient is required to provide and assimilate is complex or technical.
- Written materials must be read to the patient by the interpreter.
- The patient is miserable, scared, confused, or culturally passive.
- The content of the communication is emotionally difficult to take in or will require major decisions from the patient.
- The provider needs help in dealing with an unfamiliar cultural situation, such as patient non-compliance, superstition, or complex family involvement.
- The patient will need help navigating several parts of the system, such as testing, social work, Patient Financial Services, ancillary treatment areas, all on the same day and possibly in a rush.
For safe health care we must talk to our patients so they understand us, whether they speak English or another language. Providers who don’t talk to non-English speaking patients are not an acceptable option in providing care. So the question arises: Should I request that an interpreter come to the care site, or can I communicate adequately with this patient via a telephonic interpreter? The goal for any choice about interpretation is to take care of the patient safely and quickly, in that order. |
