Guidelines for choosing an interpreter

The quality of interpretive services available in different areas will vary depending on the sophistication of the local systems and the training available. Contracting with certified interpreters is a good idea if certification is available.

At a minimum, the interpreter should:

  • Be fluent in both languages in question
  • Be trained as an interpreter
  • Demonstrate professional medical interpreting experience
  • Not be a family member
  • Never be a child

Fluency and training

The interpreter should be fluent in both languages in question. Language screening is necessary to establish the degree of fluency.

The fact that a person is bilingual does not make them an interpreter; there are special skills involved in interpreting, especially in a healthcare setting. While training available for interpreters will vary by region, some professional training is absolutely necessary.

Untrained interpreters are at extremely high risk for adding material, omitting material, changing the message, giving opinions, and entering into long discussions with the patient or clinician from which the other is excluded.

Family relationships and children

Family members have a valid role in providing patient support; however, they are not appropriate interpreters. Family members often edit the patient's message heavily, add their own opinions, answer for the patient, and impede the development of the patient-provider relationship.

Patients may be reluctant to discuss certain problems in front of a family member and confidentiality becomes a concern. Family members are rarely trained interpreters and often are unfamiliar with medical terminology.

Additionally, the use of children to interpret creates an inversion of power relations in the family, where parents, not children, are normally in control. Lack of vocabulary in both languages is a serious problem. In addition, children are often traumatized if they are required to pass on bad news or if they are held responsible for negative outcomes.

Telephone Interpreter Services

Telephonic interpreting can often be an acceptable alternative to in-person interpreting and can also assist during the appointment-making process and other phone-based conversations. If a phone interpreter is used during the course of a visit, speakerphone is usually the most efficient method and should be used in a confidential area.

Telecommunications Relay Services (TRS)

TRS is used with people who are hard of hearing, Deaf, Deaf-Blind, or have trouble speaking.

  • Teletypewriter (TTY): person uses text input device
  • Video relay services (VRS): person who uses ASL uses video equipment

How to use TRS

  1. Call patient: Most will have an established personal phone number that connects to a Communication Assistant (CA). If not, call Washington Relay 1-800-833-6384 or 711 and provide phone number.
  2. Speak through CA: Once connected, speak slowly and directly to the person you intended to call, NOT the CA. The CA is on the line to relay what is being said, not to be involved in the conversation. “Go ahead” indicates someone has finished speaking.

Video Remote Interpreter Services

Video Remote Interpreter (VRI) provides real-time, visual access to language services, including sign language and foreign, through a secure web-based camera. It can be used as a back-up tool for situations where face-to-face interpretation is necessary based on clinical and patient need and when an in-person interpreter isn't available.

Vendors

Kaiser Permanente uses several vendors in our owned and operated facilities. If you do not already have your own contracts and agreements with a vendor for interpretive services, you may choose to establish one with one of these agencies.

Dynamic Language (Seattle)

206-244-6709
1-800-682-8242
www.dynamiclanguage.com

Pacific Interpreters (phone)

1-800-311-1232
www.pacificinterpreters.com

Spokane International Translation

1-877-PERCIBA (737-2422)
www.perciba.com/eng/

Stratus (video)

1-855-865-8778

TERP Sign Language Services

425-687-0413

Hearing, Speech, and Deaf Center

206-323-5770


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