Establishing a Robust Interpretive Service Program for our LEP and Deaf/HOH Patients
With millions of people living in the United States with the inability to properly understand the English language, healthcare organizations are expected to provide all services to ensure these people are properly and effectively communicated with during all care delivery interactions. Legal mandates and expectations have been developed to protect those that are considered Limited English Proficiency and Deaf/Hard of Hearing. At Thomas Jefferson University Hospital, a project management team was developed to review the current interpreter service structure and determine the most efficient ways to incorporate new technology, such as Video Remote Technology. By incorporating Lean methodology, the project management team was able to conduct a needs assessment, review processes and deploy over 40 new tablets with the latest technology. This has not only improved delays in care delivery but has also proven to be fiscally responsible. This highly reliable approach has added to the organization’s commitment to zero harm with every patient interaction.
Andrews, Jude, "Establishing a Robust Interpretive Service Program for our LEP and Deaf/HOH Patients" (2020). Master of Science in Operational Excellence (OpX) Capstone Presentations. Paper 1.