Cafe Lingo

Just like in healthcare, pharmacies play a big role in helping patients improve their health. However, language barriers often make it a bit more difficult for limited English proficient (LEP), meaning they speak English “less than very well” and are entitled to assistance, patients and customers. When entering a pharmacy, it’s important for customers and patients to ask important questions such as how to take it or any side effects that may occur.  As pharmacies serve increasingly diverse populations, the demand for language access is becoming more important than ever.

 

The Center for Immigration Studies reports that one in five Americans (65 million people) speaks a language other than English at home in the United States. Just over 40 percent of these individuals are considered LEP. This LEP group represents about 9 percent of the total U.S. population. When language barriers occur, this can pose serious health risks or confusion to LEP customers. This can result in not having a good understanding of their medication instructions. 

 

Today, we will discuss a few ways language access can help pharmacists overcome a few of these language barriers. 

 

Improving Health Education

If you are prescribed medicine from your physician, being able to understand a pharmacist’s instructions is a basic requirement for health literacy. It is crucial for a pharmacy to be able to translate labels, questions or concerns into multiple languages to ensure customers will understand them. Translation services can also apply to patient instructions, warnings, package inserts, signage, and consumer medication information leaflets.

Some pharmacies even require a bilingual staff who can serve as in-person interpreters at the pharmacy. However, other pharmacies use professional video remote interpreting (VRI) or over the phone interpretation services to bridge any language gaps. 

Improves Customer Relationships

When you are able to understand your customers, it instantly improves the relationships. In any healthcare situation, especially in pharmacies, it is imperative that customers and patients can fully understand what they are being prescribed. By having an on-demand interpreter available, it can also help customers fill their prescriptions quickly and get their questions answered. 

Following Regulations 

According to Section 1557 of the Affordable Care Act any pharmacy that delivers services while receiving federal funds (for example, Medicare and Medicaid) has to provide meaningful access to its services regardless of national origin. The act prohibits discrimination on the basis of race, color, national origin, sex, age, or disability. What this means is that pharmacies are required to provide LEP customers with access to a qualified interpreter and translated prescription labels and instructions.

 

A Few Things to Remember…

 

  1. Family members are not qualified interpreters
  2. Most Bilingual Employees Are Not Interpreters
  3. Boostlingo can help with any interpretation services. Check it out here:  https://www.boostlingo.com/

 

Soon enough, America’s future will be “majority, minority”. There will no longer be minority consumers, patients or clients by 2045 in the United States. But Why? 

Given the size and projected growth of multicultural groups in the United States as a larger part of the market, there has been careful consideration of the buying habits and needs of many multicultural people. Whether their buying your product, if your treating them as a patient, or if they are a client of yours, businesses should consider the multicultural habits, as well as the media and cultural preferences of these populations, it can benefit their business tremendously both now and in the future. 

 

What is culture? 

 

Culture is a combination of the characteristics and knowledge of a particular group of people. Characteristics such as language, traditions and different customs linked to religion, music and art. Language is without a doubt linked to culture. An interpreter needs to have knowledge and understanding of both to communicate across cultures. The close relationship between mankind and language makes translation and interpretation the greatest tool for worldwide understanding of one another. 

 

Today, we’ll be sharing three things interpreters should consider when it comes to understanding different cultures. 

 

  • Exposure to the language in a variety of situations is a good place to start.

Having the opportunity to work in another country, or around another culture can provide insight into cultural norms and provide terminology can could be challenging when interpreting. Knowing the language will not just do the job of interpreting, it’s important to know the lingo and ways of the culture to better help interpret to your clients. 

 

  • Interpreters need to be familiar with both business and social settings.

In business and social settings, it is important to know the difference between the two. When interpreting for one business to the other, you should know the practice of the business in each culture and how the operate. When interpreting in a social setting, a good starting point is to know what topics of conversation are taboo in that culture. 

 

Professional interpreters should know more than just the language they are interpreting. They must know the culture. They also need to commit themselves to an ongoing process of learning, so they can be up to date with current events and can act accordingly when working with cultures that may be sensitive to certain words, phrases or delivery methods.

 

We wanted to say THANK YOU to all our interpreters for their participation in Boostlingo’s Webinar: Language Industry Trends and the Modern Remote Interpreter with Caroline Remer and Jasmin Gerwien.

It was a great success!

If you missed it, following you can find the link to the recorded webinar: https://youtu.be/ZfUdcFJHFAM

Also find here a link to get your HIPAA compliance certificate if you do not have one already or need to renew (they are valid for 2 years) : https://www.hipaatraining.com/login?ReturnUrl=%2ftraining

Here is what is coming up–so don’t miss out on another FREE webinar with Boostlingo! 

Please register for:

Behind the Scenes of CCHI’s First National Healthcare Interpreter Certification Summit with the Director herself! on Aug 20, 2019 11:00 AM PDT at:

https://attendee.gotowebinar.com/register/4202671391966502155

Join us for this sneak peek of the Certification Commission for Healthcare’s first National Healthcare Interpreter Certification Summit!!! Natalya Mytareva, Director of CCHI will be with us to tell us some inside track details of what will be happening at this 10-year anniversary summit.

This is a great way to stay on top of the latest trends in healthcare interpreting from the leaders themselves and learn more about participating in this unique and one time event both in person or virtually. We look forward to meeting you soon!

Learn more about CCHI and their 10-year anniversary Summit here: http://cchicertification.org/10-years/summit/

After registering, you will receive a confirmation email containing information about joining the webinar.

We are excited to bring to you on  July 31, 2019 10:00 AM PST: “Ideas by Interpreters Episode #20 Language Industry Trends and the Modern Remote Interpreter with Jasmin Gerwien”

In this monthly training with Caroline and Jasmin we will talk about the latest industry trends in the language world and how you can stay up to date and be a competitive, successful remote interpreter. Join us to learn about the various markets that are using remote interpreting more and more and how you can keep up your skills and gain new insights into the language industry.
How is technology affecting the language industry?
How can I as an experienced interpreter stay in the game and get a leg up on industry trends and new needed skills?
Boostlingo is proud to be a key tool for remote interpreters as a unified platform and as a network for interpreters to stay up to date with what it means to be a modern remote interpreter in the current market.

Jasmin, Arabic interpreter for more than 20 years, has been on the Boostlingo platform since day one and knows the ins and outs of what it means to be a successful, competitive, professional remote interpreter. She will be on with us again to share her first hand knowledge and to offer tips and guidance so that you too can become the best modern interpreter you can be! We look forward to chatting with you soon!

 

jasmin

Please, register here: https://attendee.gotowebinar.com/register/5072979924974268171

We look forward to seeing you on Wednesday, July 31 at 10 am Pacific Standard Time!!! 

Video remote interpreting (VRI) has become an extremely popular and effective tool in the healthcare field when medical professionals are treating limited English proficient, deaf or hard of hearing patients. However, every bit of technology sometimes comes with unintended hiccups or consequences if not used or taken care of properly. 

If not used properly, there are potential risks that can affect both the patient and provider. Any bad experience with VRI would be an unfortunate experience that no healthcare provider would ever want to put their patient through. So today, we’re offering a few practices your healthcare organization can follow to ensure compliance when using VRI. 

 

Make Sure Your Technology is Always Working Properly

It is important to always make sure that your video remote interpreting software, hardware and the Internet you are connected to are working. The display screen should be nothing smaller than a tablet size and portable, so the patient and provider can see the interpreter clearly. However, you cannot have any of this without a strong broadband connection. Your equipment and connection should have smooth audio, delay-free and and a clear picture. You should also always have spare equipment as a backup. 

 

Make Sure Your Staff Knows How to Use It

One of the worst things to happen if put into a situation where VRI needed to be used is if your healthcare staff did not know how to use it. Part of their training, should be to know how to use all communication services for patients. Your staff should also be trained to know what to do if a problem were to occur. 

 

Monitor the Use of Your VRI and Make Update as Needed

Healthcare organizations should monitor the quality of their video remote interpreting on a weekly or monthly basis. A video remote interpreter provider should also be monitoring real time calls. Things to monitor would be call times, dropped calls or connectivity issues. 

Transformative Technology 

Having the right VRI provider can make all the difference when it comes to caring for your patients. A provider such as Boostlingo will offer high quality video that is HIPAA compliant. If you would like to learn more about VRI services please visit https://www.boostlingo.com/

 

The interpretation services industry is a constant growing market, and new technologies have been hitting the market in a flourish over the past few years. As we continue to look ahead, we’re here today to provide some perspective to this evolving field and interpretation trends for 2019. 

The Trend

Interpretation services are constantly evolving and technology is moving the field forward at a rapid pace. As such, client expectations are constantly changing in the market for greater accuracy and efficiency.  One particular area is that the market is increasingly demanding Video Remote Interpreting (VRI) in all sectors.

 

Other Trends

Market Size

The market size includes all of the companies in the U.S. ranging in size from small businesses to market leaders. This information is helpful for investors, banks and businesses when understanding the market outlook and opportunity. 

market size

What’s on the Forecast

Below is a look of future growth trends in the industry. By 2024 the market expects to surpass the million mark and grow into the billions. The market growth is projected by both internal and external factors. Internal factors include structure and competition within the industry, market demand, and innovative and disruptive factors. External factors include the state of the economy and cyclical patterns. 

market forecast

Growth of the overall global language service market has been forecasted for the years 2019-2024, taking into consideration the previous growth patterns, the growth drivers and the current and future trends.

 

What’s next? 

The language industry has been a high point of interest for investors for a few years now, and only more money is expected to arrive. As we’ve mentioned, technology has had a tremendous impact on the translation industry over the past few years. The trends reflect what is to come in the years ahead. 

Can you imagine having to be the “informal interpreter” between a healthcare provider and your loved ones? Imagine being in a situation where you had to be the one to deliver the news of an awful diagnosis to a loved one, one that could change their life. Unfortunately, this still occurs due to the scarce access of interpreters immigrants have when walking into a hospital or doctor’s office. 

A story that is many might be familiar with, is a perfect example of why not to use a loved one as the interpreter. Marlon Munoz still becomes emotional when he remembers having to tell his wife, Aibi Perez, that she had breast cancer, because no other interpreter was available to share the news. Although Aibi is now cancer free, the family will still never be the same after what they went through. Census data suggests that as many as 1 in 10 working adults in the U.S. has limited English-language proficiency. However, the 1964 Civil Rights Act and subsequent orders and laws states that hospitals and other medical facilities are required to have “meaningful access” to patients, so they can make informed decisions about their health while understanding what is being told to them. Which means, healthcare providers must have access to qualified medical interpreters when limited english proficient patients are present. 

Research has shown that by requiring interpreters in healthcare settings this can improve clinical outcomes and reduce persistent disparities in health care overall. And yet, why does this problem still occur? Thousands of hospital and other medical facilities continue to fall short when it comes to relaying important information to patients who aren’t english proficient. 

Unfortunately, informal interpreters unfold in clinics across the country every day, that can come with potentially harrowing consequences if something should be lost in translation. Research over the past 15 years has established that language errors and misunderstandings are common when professional interpreters aren’t used. However, no one really knows how widespread the problem is and that immigrant families all over the country are being put into horrible situations every day. 

A 2016 survey of 4,586 hospitals by the American Hospital Association, showed that only 56 percent of hospitals offered some sort of linguistic and translation services, a very slight improvement over the 54 percent recorded five years earlier. While another survey suggests that 97 percent of physicians see at least some patients who have difficulty understanding English.

The truth is, if you cannot communicate with a patient you cannot give them the full care they deserve. 

 

The Solution

 

It has been established that language errors and misunderstandings are common when professional interpreters aren’t used. So what is the solution? 

Technology. Which means, having access to video remote interpreters who are available 24/7 within minutes. VRIs also come at a lower cost that an in-person interpreter or over the phone. VRIs are helping to address language barriers, and doctors and patients are noticing change. If VRIs had always been available, many problems and risks could be avoided. 

Take Marlon Munoz and Aibi Perez for example. There story is real, and is very similar to what others are going through around the country. There is no doubt in their minds that their health care has been compromised due to language barriers. Some services simply weren’t available in Spanish when Perez was being treated for her breast cancer. She had no way of truly understanding how her chemo worked or what the pain would be like because her husband who spoke limited english was her interpreter.

If you need a video remote interpreter, consider checking out Boostlingo. We offer a wide variety of interpreting services to healthcare providers all around the country. 

The limited English proficient (LEP) population in the United States is now larger and growing faster than ever. Which means, when it comes to medical care, there are many language barriers between the patient and healthcare providers. This brings many to wonder, how does language interpretation affect a Patient Centered Care approach to healthcare? 

Remember the saying, “the customer is always right”? In today’s world of technology, information is accessible anywhere, anytime at the touch of a button, so the saying “the customer is always right” has never been more relevant for businesses, but does the same saying go for the healthcare industry? 

The answer is yes, yes it does. 

The bottom line is that if the patients can’t understand their doctor or nurse, they cannot take part in any of the decision making processes regarding their health. To bridge communication gaps, healthcare systems must partner with a language services provider.

In this post, we’ll explain how access to language support improves the patient experience and aids in better outcomes (two centerpieces of patient-centered care.)

What is Patient-Centered Care? 

According to the Institute of Medicine, patient-centered care is “providing care that is respectful of, and responsive to individual patient preferences, needs and values, while ensuring that patient values guide all clinical decisions.” In other words, in more than just “bedside manner” it is more of a personal relationship, good communication and empathy between the patient and doctor. 

Three Reasons Language Access is Needed When it Comes to Patient-Centered Care

 

 

  • The Growth of Language Barriers in the US

 

As we’ve mentioned, language diversity in the US has grown tremendously. According to the US Census Bureau, there are over 350 languages spoken in the United States and 25 million people in the United States are considered to be Limited-English Proficient. What this means, is that in order to maintain a truly patient centered care approach, healthcare providers need to ensure the highest quality language access for patients and consumers.

 

 

  • Increases Patient Safety

 

When it comes to patient safety, this is a top priority for all healthcare providers. Which is why communication problems do not have to be an issue if a language barrier is present. When this situation occurs, patient safety is attained through interpretation services such as video remote interpretation which is accessible within minutes. By using Certified Medical Interpreters who are trained in medical terminology this will decrease communication problems that can cause major safety events.

 

 

  • Influences Patient Satisfaction

 

When there is better communication between doctors and patients, there is a high chance for patient satisfaction. For example, your doctor is saying “take this medicine and let me know if you begin to have any problems”. When patients and doctors are able to understand each other the patient will report higher satisfaction, reduced symptoms and ultimately, better health outcomes.

 As the healthcare industry continues to evolve and convey towards patient-centered care, and language barriers continue to grow, improving language services should be a priority for healthcare organizations. 

Patient-centered care is beginning to gain traction.  Healthcare systems can, and are boosting the quality of care they provide by leaning in on the patient-centered care model, and improving language access to their limited-English-speaking patients. 

To no surprise, English is the most commonly spoken language across the US, while Spanish is the second most common in 46 states and the District of Columbia, with 40.5 million speakers as of 2016. So what about the other wide variety of languages? Not everyone in the United States speaks only English and Spanish, right? 

While many people who speak a foreign language also speak English very well, 8% of the United States population (25.1 million) is considered limited-English proficient. What this means is that they speak English less than “very well” and will most likely require some sort of interpretation services when needing to communicate important information. Fortunately, for this population, and the organizations and businesses that serve them, there are language interpretation services that make communication available within seconds. 

US languages

Every year, the US Census Bureau conducts their American Community Survey where they ask more than 1 million Americans questions about their lives, families, and backgrounds. One question in particular: “What language do you speak in your home?” Below are the languages spoken in homes (in no order) in the US besides English and Spanish including an estimated number of speakers: 

 

  • Aleut-Eskimo languages are spoken in 1 state (Alaska), 23,665 speakers. 
  • Somali is spoken in 1 state (Minnesota) ,160,940 speakers. 
  • Dakota, Lakota, Nakota, Sioux languages are spoken in 1 state (South Dakota), 17,023 speakers.
  • Gujarati is spoken in 1 state (New Jersey), 419,964 speakers
  • Ilocano is spoken in 1 state (Hawaii), 92,955 speakers
  • Hmong is spoken in 1 state (Wisconsin), 232,161 speakers
  • Nepali is spoken in 1 state (Nebraska), 202,218 speakers
  • Pennsylvania Dutch is spoken in 1 state (Pennsylvania), 179,336 speakers
  • Polish is spoken in 1 state (Illinois), 512,332 speakers
  • Tagalog is spoken in 2 states (California and Nevada),  1,753,712 speakers
  • French or Haitian Creole is spoken in 2 states (Florida & Delaware), 900,596 speakers
  • Navajo is spoken in 2 states (New Mexico & Arizona), 166,856 speakers
  • Arabic is spoken in 3 states (West Virginia, Tennessee, Michigan), 1,229,949 speakers
  • Korean is spoken in 3 states (Virginia, Alabama, Georgia), 1,104,145 speakers
  • Portuguese is spoken in 3 states (Massachusetts, Connecticut, Rhode Island), 763,340 speakers
  • Chinese is spoken in 5 states (New York, Washington, Arkansas, Missouri, Utah), 2,155,939 speakers
  • Vietnamese is spoken in 6 states (Texas, Oklahoma, Oregon, Kansas, Iowa, Mississippi), 1,527,371 speakers
  • French is spoken in 6 states (Louisiana, North Carolina, Maryland, Maine, Vermont, New Hampshire), 1,184,736 speakers
  • German is spoken in 9 states (Idaho, Montana, North Dakota, Wyoming, Colorado, Ohio, Indiana, Kentucky, South Carolina), 905,326 speakers

It’s interesting, right? It’s not so often you would have someone walk into your hospital speaking Aleut languages, but believe it or not, it DOES happen. So what do you do in a situation like this? You result to interpreting. Thanks to Boostlingo, we offer video interpretation services that enable communication within minutes.

Video Remote Interpreting (VRI) is when you use a specialized video interpreting software to provide sign language or spoken language interpreting services through a remote (offsite) interpreter. More recently, video remote interpreting has become a more useful technological advancement that has not only impacted, but has benefited many specific industries.

Imagine having both a visual and audio connection to experienced and credentialed interpreters, from anywhere across the US, to help you and your LEP patients. The process sounds extremely easy, right? It is. VRI brings a different type of platform to users. It enables interpreters to deliver a personalized interpreting session without geographic limitations.

Over the years, VRI has come to the rescue for many people. It has brought countless benefits to different industries. Today, we’ll be sharing some of those benefits and how VRI works in different industries.

What Is VRI?

To start, it helps to have a clear understanding of what video interpreting is before understanding how it can benefit different situations. Video remote interpreters typically translate “on the fly,” or in real-time. It’s pretty simple, if you’re caught in a situation where you need an interpreter right away, VRIs are at your service within minutes without having to travel anywhere. These interpreters typically work for a freelance company waiting to be called to interpret. They’ll sign into the portal and wait for a job. In addition to translating language, some may also translate into sign language.

VRI helps public-facing organizations comply with standards that demand they provide interpreters.

How Does the Process Work?

Within minutes and with the touch of a button, the service provider can find someone who speaks the language needed and can interpret for them and their clients. Most often, the individual interpreting will appear on a screen. They can also see and hear you. It’s kind of like a Skype call where the interpreter Skypes in. This enables having a good connection, and relationship with both parties.

Now, let’s look at some of the industries who benefit from using VRI in their offices.

Healthcare

The healthcare sector is where VRI is used and needed more than anything. Quite often, individuals with limited knowledge of English, or deaf individuals, will come into a hospital or small clinic in need of medical care, but are unable to explain what is wrong or what their symptoms are. Those who do not speak English well may be people who are visiting relatives in the United States or people who live in the US permanently and have not yet become proficient enough for a conversation of this level.

However, it’s a doctor’s job to treat all of their patients who come through their doors equally, and to the best of their ability. A doctor can only rely so much on nonverbal cues, or can only check for so many symptoms without getting the communication they really need to assess what is wrong. Likewise, a patient needs to know what a doctor is instructing, what instructions a doctor is giving, what medication their providing, or what the next steps are that they want to take. Being unaware of what is happening, especially if it involves needles or any other type of procedure, can be a very scary experience for someone who has no idea what is going on because they cannot understand.

Additionally, those coping with long term health issues need to be clear on what is happening and the doctor’s plan of action. As such, a VRI interpreter steps in to solve all of these communication issues. A VRI can literally be a lifesaver in any one of these situations.

The Legal Sector

By law, anyone in the United States who will be going on trial for an offense with limited English has the right to have an interpreter. This service is even more necessary in immigration hearings.While some immigration matters are seen in more courthouses than others, some courthouses may employ interpreters on staff, however, that option isn’t always practical.

So while a court may hear several immigration matters a day, they may rarely hear someone who is either deaf or who speaks a lesser spoken language. Imagine hearing cases all day, then having a case when you’re least expecting come in from another country to have their case heard. Any language that you aren’t used to hearing is extremely difficult to learn. As such, by having the ability to connect with a VRI that speaks any language, saves the day again.

Technology

If anything is always changing, it is technology. Technology is rapidly expanding by the day, and new things are invented and implemented constantly at such a swift pace. Technology is often a product of teamwork, and that teamwork is a partnership that is working around the globe. Companies may have inventors in the United States, working with companies in Japan or Germany, all working to do the same thing but none speaking the same language.  If you’re working on the same thing, you’ll likely have to speak to one another at some point, right? With VRI, you can facilitate virtual meetings. And, if you ever do collaborate in person, VRI can ensure that all of your complex ideas get across to one another so that your project is created to be the best in can be, and so that everyone is on the same page.

As you can see, it is incredibly essential for some sectors, as it is necessary to get ideas across both rapidly and accurately. If you’re interested in using VRI technology for your business or public service, take a look at the VRI services we offer. Here at Boostlingo, we have qualified and professional interpreters ready and waiting to help you understand others in your field.