Practical advice to get language help when you need to see a doctor

For you to feel your best, it’s vital for your healthcare team to know you and why you’re seeking care. It’s just as crucial for you to understand what’s being done or recommended for you.

“Communication is the cornerstone of patient safety and quality care,” says Yasema Tratz, manager of PeaceHealth’s Language Services. “Part of PeaceHealth’s mission is to make every patient feel welcome and cared for and receive information in a way they can understand. Federal law also requires effective communication in healthcare settings.”

That’s why PeaceHealth offers communication help for patients who:

• Speak a language other than English
• Don’t use English as their main language
• Are deaf or have difficulty hearing
• Use American Sign Language
• Are blind or have low vision
• Read Braille
• Have difficulty speaking

Here’s what to know about language help at PeaceHealth and how to get it:

• Interpreter services are free to you. You will not be charged for an interpreter involved in your care at PeaceHealth.
• Interpreters can be part of any medical care. Whether you’re seen in a doctor’s office, emergency room or hospital, you can ask for an interpreter.
• You can decline interpreter services. If you don’t want an interpreter for your visit, you can sign a waiver that will be part of your record for that visit.  Even if you decline an interpreter, those caring for you might still have one available to help them. And you still have the option to have an interpreter at future appointments.
• You can share your preferences. Let us know if you have specific requests.  For example, would you prefer an interpreter of a particular gender? We will work with the company that provides interpreters to find someone that fits your needs, whenever possible.
• We use only trained interpreters. Interpreters for medical care have special training and skills. For your safety and so that we can feel confident we are providing you the highest quality care, we use only qualified interpreters whose job is to focus on helping you.
• Translation tools aren’t a substitute. Even though apps or tools may help with interpretation, PeaceHealth doesn’t use them. We rely instead on human beings with training to provide interpreter services in healthcare settings.
• Interpreters may be in person or online. Your interpreter might join you in person or via telephone or remote video. How your interpreter shows up might depend on how quickly you need care and when the interpreter is available.

• Common languages vary by area. Besides English, the most common languages in areas served by PeaceHealth include: 

  • American Sign Language
  • Spanish 
  • Russian
  • Arabic
  • Chuukese
  • Punjabi
  • Tagalog
  • Vietnamese

  When a language is more common, we may be able to arrange for an interpreter sooner.

• For languages with limited diffusion, interpreters might not always be available. If you speak a language that’s spoken by few people in the area, we might not be able to find a suitable interpreter on demand. 
• Timing is important. If you are coming to a planned appointment, let us know ahead of time so we can arrange for an interpreter. For care that’s not planned, we will request an interpreter as soon as we know one is needed.
• Assistive aids are available. If you have trouble with hearing, sight or speech, tools might help. Depending on your need(s), we use things like
  • Magnifying glass or page magnifier
  • Pocket talker amplifier
  • Dry erase board with markers and erasers
  • Video language interpretation
• Language support may be in writing or on paper. Many vital documents are available in other languages or formats, such as Braille. Ask if the paperwork you need is in your language or the format that works best for you.
• Bilingual caregivers aren’t a substitute for an interpreter. Many PeaceHealth caregivers speak more than one language. While this can be helpful, we still use a trained interpreter who can give full attention to you and your care team.

“Effective communication is part of helping you feel better,” says Tratz. “I encourage everyone to ask for the help you need at PeaceHealth.”