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What does "PHI" stand for?
Protected Health Information
In case PHI is violated, what are the consequences?
Violating PHI can result in hefty fines, criminal charges, job loss, and even lawsuits. It can also damage a healthcare organization’s reputation and patient trust.
Give me some examples of PHI of the patient.
Patient's name, date of birth, social security number, MRN, EMR, address.
How do we maintain confidentiality of PHI after our shift is over?
By disposing of all of our notes and not disclosing any information about the patients with anyone.
What are some ethical principles interpreters must follow?
Professionalism, impartiality and confidentiality.
Can you state your standard greeting including the billing questions ( Cost/center location, and patient's MRN).
Hello, my name is (...) Spanish interpreter with ID number 12345, and I am happy to assist you today.
For this session please know, that all the information shared will remain confidential, and everything heard will be interpreted.
Before we begin, I am required to collect some basic information... May please have your cost center location?
Thank you!
May please have your patient's MRN number?
Thank you!
May I introduce myself to the other party?
Hola, mi nombre es (...) intérprete de español, con número de identificación 12345 y estaré feliz de ayudarle el día de hoy.
Para esta sesión, por favor sepa que toda la información compartida será confidencial y todo lo escuchado será interpretado.
We are ready to proceed.
intepreter: "How do you end the session?"
I ask: "Is there anything else I may assist you with?"
If the provider says, "no".
I state: "great! thank you for using our services!"
And in the other language, "Gracias por usar nuestros servicios!"
If a provider asks you to call a patient, what questions do you need to ask first?
We need to ask the provider for the name and phone number of the patient, how he would like to be introduced and if you would like to leave a voicemail.
What are the different types of transfers we have?
Open Transfer and New Session Transfer. We have Direct Transfers, but the operators are the only ones who can make them.
The patient is using profanity, what ethical principle do you use?
We need to be professional; we need to be impartial to respect the autonomy of the patient and to deliver the message with accuracy.
What is Patient Line?
Patient Line is a service that allows patients to contact their healthcare facility with the assistance of an interpreter.
What pop-up appears in a patient line call?
The script that we need to read to the patient in Spanish
How do you place a phone call on the platform?
We go to the right section of the platform; under Session Controls we select the Phone tab and input the phone number in the blank space with our keyboard.
What are the differences between an Open Transfer and a New Session Transfer?
An Open Transfer is done when we have technical issues, a personal emergency or we need a break, or our shift just ended. Whereas a New Session Transfer is done when we the provider select the wrong language, they require an interpreter of a different gender or the language they need is not available.
If your shift just ended and the call is still going on, what type of transfer do you make?
An Open Transfer
What are the differences between a Patient Line call and a regular call?
In a Patient Line call we introduce ourselves in Spanish but in a regular call we do it in English.
Patient Line calls are audio only whereas regular calls are usually video calls.
In a Patient Line call the script that appears on the screen may change depending on the medical facility but in a regular call the Standard Greeting is the same for providers and patients.
What tool do you use if you call a pharmacy, and the answering machine is asking you to press a number to move on?
The keypad.
If you need to transfer to a Portuguese interpreter, what script do you use?
"I'm a Spanish interpreter but I'm happy to transfer you to a Portuguese interpreter. Just one moment, please." We then fill out an Operational Report.
What is cultural competence?
It is the ability to understand, respect and being aware of cultural differences and practices.
Why is it essential to develop cultural competence?
Because the message is not only about words but also the intent and underlying meaning. Providers rely on us to provide access to cultural nuances.
What would you do if a patient asked you to call a different phone number?
Kindly explain we are not authorized. We can suggest the following: "You can call the healthcare facility directly and ask for an interpreter once you get connected."
What would you do if a police officer requires your assistance and tells you it is an emergency?
We inform the police officer we are required to ask for permission before interpreting for him.
We then ask the medical personnel for permission on interpreting for law enforcement professional.
If we get “yes" we need to obtain the name and position for the operational report and continue with the session.
If permission is not granted, we inform the police officer that due to facility policies we are not allowed to interpret for him.
We suggest he contact a local interpreter or contact the onsite language access coordinator if he needs more assistance.
If they give you permission to interpret for law enforcement, what information do you need, and What type of report do we make in this scenario?
Name and position of the medical personnel to fill out an operational report during or after the session. And we fill in an Operational Incident Report.
What is intercultural mediation?
It is explaining cultural differences/practices to providers and patients to ensure clear communication, as if the provider and patient were speaking the same language.
What would you do if you noticed the provider and patient are having a misunderstanding?
I would intervene by saying: "This is the interpreter speaking: I notice there is a misunderstanding/mistake made". And clarify the situation to ensure clear understanding.