Patient Centered Care Month: Invitation to Engage

The dollars and cents of healthcare

From the architecture choices to interior design, from the food served in the cafeteria to the manicuring of the lawns...everything in healthcare is focused on the patient. All this works makes for an inviting and peaceful environment.  

Marketing dollars are spent on images of happy children and aging adults. There are smiling doctors and welcoming hellos. They are all waiting for the patients' invitation to engage.  

There is a lot of thought and hard work that goes into planning and executing on a system that makes our communities better.  Healthcare is an industry that runs on money. And they use that money to fight for their opportunity to make families and communities happy.  

 So why do language services remain such a mystery?   

There is a patient population that may not experience all of the wonders of this design.  In turn, providers may never have the opportunity to really engage with those patients.  The result is an experience that does not provide patient centered care. 

The mystery will disappear once interpreters can demonstrate their value and improve user experiences.  When providers and patients build relationships that are not dependent on any one interpreter then the value will be evident.  When language services can provide experiences that are seamlessly integrated into the ebbs and flow of healthcare they will no longer be a mystery. 

The problem of 'Not' 

Without professional language services, providers can feel nervous, disempowered and fearful of the risk of not meeting the patients' needs. And patients can feel nervous, disempowered and fearful of the risk of not getting their needs met. 

To be clear, professional services are not about the sales process and branding.  Professional services are about the user experiences.  It is about the qualifications of the interpreter and execution of their interpreting skills.  

Patient centered care starts with the providers   

Language services that focus on providers will increase use and integration.  Healthcare will understand the value and responsibility interpreters have.  Language access models will be built on data that is measurable and organizational needs will be met.  

Once this equation is complete careers for interpreters will arise and healthcare can invite ALL to engage!

What are you doing to improve your users' experiences?