Chair Files

Improving Communication, Improving Patient Care - increasing staff and patient use of language services tools and programs

Overcoming language barriers with patients improves communication, a critical element of safety and quality. To reduce medical errors and improve patient safety, Erlanger Health System in Chattanooga, Tenn., has bolstered its language services program. The health system focused on increasing staff and patient use of language services tools and programs, including on-site Spanish and American Sign Language interpreters. Erlanger also focused on technology improvements such as video remote interpreting and language phones. Providing continuous staff education, standardizing policies and procedures, and emphasizing equity, quality and safety were key to making improvements. The health system also tracks race, ethnicity and language data. In 2010, the number of requests for ASL contract services—the only language services tool implemented at the time—was 45. In 2014, the number of requests for ASL was 435 and for Spanish interpreters, 2,898. From 2010 through May 2015, the number of requests for all language services totaled more than 14,000. By implementing language services programs, Erlanger Health System has helped empower patients with limited English proficiency to make informed decisions about their health care and improved the quality of care for all these patients.

For more information, contact Elizabeth Appling, Erlanger’s chief diversity officer, at elizabeth.appling@erlanger.org

  

Additional Resources

Webinars December 13th, 2017

Equity of Care Webinar SeriesPart 2: Aligning Diversity and Inclusion, Community Engagement, Busi......

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Webinars November 20th, 2017

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Webinars November 17th, 2017

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