Meeting the Needs of Deaf Patients: The Provider's Responsibility - PowerPoint PPT Presentation

1 Meeting the Needs of Deaf Patients: The Provider's Responsibility and How Technology Can Help Live Webinar

2

Webinar Console 3 Q+A – Submit a question Resources List – Access website links and download slides Help - Troubleshoot a technical issue

4 Twitter Widget Join the discussion on Twitter! Click the blue Twitter button at the bottom of the • player Click the “Post” and “Authorize” Buttons • Start Tweeting and sharing at our hash tag • #iHT2HCILiveWebinar automatically!

5 Meeting the Needs of Deaf Patients – The Provider’s Responsibility and How Technology Can Help Presented by Jaclyn Evans & Debbie Lesser Sponsored by InDemand Interpreting

6 + OBJECTIVE UNDERSTANDING THE ADA REQUIREMENTS FOR THE DEAF COMMUNITY AND HOW TO MEET THEIR NEEDS. Sponsored by InDemand Interpreting

SPEAKERS 7 Jaclyn Evans Debbie Lesser CI, CT INOVA HEALTH SYSTEM INDEMAND INTERPRETING Sign Language Services Manager Director of ASL Services & Medical Interpreter

INTRODUCING 8 Debbie Lesser, CI, CT INDEMAND INTERPRETING Director of ASL Services & Medical Interpreter B i o Debbie has been a nationally certified sign language interpreter since 1999. She holds a degree in Psychology with a focus in crisis intervention. With a background in call center operations and management, Debbie has served as the Operations Manager for two different VRS companies and has managed over 160 interpreters.

9 INDEMAND INTERPRETING American Sign Language Interpreting & Cultural Aspects of the Deaf Community Sponsored by InDemand Interpreting

10 Outline The Deaf Patient Experience Diversity Among the Deaf Population Lip Reading ASL Interpreting Provider Responsibilities

AMERICAN SIGN LANGUAGE INTERPRETING & CULTURAL ASPECTS OF THE DEAF COMMUNITY 11 Deaf Patient Experience • Limited FOI* — Unlike other cultural minorities – hearing loss encompasses them all • 90% of deaf children are born to hearing families who don’t know sign language • 10% are Deaf of Deaf – Cultural vs. Pathological views *Freedom of Information

AMERICAN SIGN LANGUAGE INTERPRETING & CULTURAL ASPECTS OF THE DEAF COMMUNITY 12 Deaf Patient Experience • Excluded from family healthcare talk including family illness & history • Limited healthcare education at home or in school • Literacy barriers • Healthcare is done to me (role passivity) • Lack of trust in hearing people who make decisions for/about them • Interpreters are seen as linguistic allies and Cultural Mediators Sponsored by InDemand Interpreting

13 ASL INTERPRETING National Certifications • RID • CDI / Trilingual • State Licenses • Medical experience • Linguistic expert on medical team Speak Normally • ASL is ‘heard’ with the eyes. The brain connection with the ears remains functional. ASL can be watched at the same time as any verbal language is listened to, which is a complex mental process.

AMERICAN SIGN LANGUAGE INTERPRETING & CULTURAL ASPECTS OF THE DEAF COMMUNITY 14 Provider Responsibilities Legal Obligations – Effective Communication Accessibility ISN’T a luxury – it’s a MANDATE 70% of MALPRACTICE actions are due to relationship and COMMUNICATION ISSUES between provider & patient Sponsored by InDemand Interpreting

15 Benefits of using an InDemand Interpreter: No waiting No late or cancelled appointments Immediate access Top of the line technology

Information for Deaf Patients *DO I HAVE 16 THE RIGHT TO AN ONSITE INTERPRETER? If the InDemand interpreter and system is not providing you with proper accessibility, you have a right to accessible communication. Please let your provider know if you have issues or concerns.

INTRODUCING 17 Jaclyn Evans INOVA HEALTH SYSTEM Sign Language Services Manager B i o Jaclyn has worked in the field of Sign Language Services for close to 18 years. She currently manages all aspects of the Sign Language Services Department at Inova Health Systems which includes: 14 PRN ASL Interpreters, 5 Sign Language Schedulers, Agency Relationships and Video Remote Interpreting vendor relationships. She oversees all services provided to all Deaf and or hard of hearing patients and their companions. In addition, Jaclyn provides training to all Inova staff regarding policies and procedures around “effective communication”, and is part of the team that is responsible for writing all policies and procedures around deaf and hard of hearing patients and or their companions.

18 + OBJECTIVES UNDERSTANDING THE LEP CHALLENGE, WHERE IT STANDS AND HOW IT WILL GROW LEP: Limited English Proficiency ADA LEGAL REQUIREMENTS Sponsored by InDemand Interpreting

ABOUT 19 Inova Health System 5 Hospitals 5 Stand Alone Emergency Care Centers 6 Urgent Care Centers 20 Primary Care Centers Numerous Adult and Pediatric Specialties

ADA LEGAL REQUIREMENTS 20 ADA TITLE III “The ADA requires that title II entities (State and local governments) and title III entities (businesses and nonprofit organizations that serve the public) communicate effectively with people who have communication disabilities. The goal is to ensure that communication with people with these disabilities is equally effective as communication with people without disabilities.” Sponsored by InDemand Interpreting

ADA: 21 EFFECTIVE COMMUNICATION “ For people who are deaf, have hearing loss, or are deaf-blind, this includes providing a qualified note taker; a qualified sign language interpreter, oral interpreter, cued-speech interpreter, or tactile interpreter; real-time captioning; written materials; or a printed script of a stock speech.”

ADA LEGAL REQUIREMENTS / EFFECTIVE COMMUNICATION 22 “Qualified” Interpreter? A “qualified” interpreter means someone who is able to interpret effectively, accurately, and impartially, both receptively (i.e., understanding what the person with the disability is saying) and expressively (i.e., having the skill needed to convey information back to that person) using any necessary specialized vocabulary.” Sponsored by InDemand Interpreting

ADA LEGAL REQUIREMENTS / EFFECTIVE COMMUNICATION / VRI 23 What is VRI? “Video remote interpreting (VRI) is a fee-based service that uses video conferencing technology to access an off-site interpreter to provide real-time sign language or oral interpreting services for conversations between hearing people and people who are deaf or have hearing loss.

ADA LEGAL REQUIREMENTS / EFFECTIVE COMMUNICATION / VRI 24 CHOOSING TO USE VRI The new regulations give covered entities the choice of using VRI or on-site interpreters in situations where either would be effective. VRI can be especially useful in rural areas where on- site interpreters may be difficult to obtain. Additionally, there may be some cost advantages in using VRI in certain circumstances. However, VRI will not be effective in all circumstances… Sponsored by InDemand Interpreting

ADA LEGAL REQUIREMENTS / EFFECTIVE COMMUNICATION / VRI 25 For Example: It will not be effective if the person who needs the interpreter has difficulty seeing the screen (either because of vision loss or because he or she cannot be properly positioned to see the screen, because of an injury or other condition). In these circumstances, an on-site interpreter may be required.

ADA LEGAL REQUIREMENTS / EFFECTIVE COMMUNICATION / VRI 26 If VRI is chosen, all of the following specific performance standards must be met: Real-time, full-motion video and audio over a dedicated high-speed, wide-bandwidth video connection or wireless connection that delivers high-quality video images that do not produce lags, choppy, blurry, or grainy images, or irregular pauses in communication; A sharply delineated image that is large enough to display the interpreter’s face, arms, hands, and fingers, and the face, arms, hands, and fingers of the person using sign language, regardless of his or her body position; A clear, audible transmission of voices; and, Adequate staff training to ensure quick set-up and proper operation.

ADA LEGAL REQUIREMENTS / LITIGATION 27 The Consents Decree’s We closely monitor the DOJ (Department of Justice) website www.ada.gov. Monitoring the actions of the DOJ lends itself to offering a more pragmatic approach to the challenge of providing “effective communication” . The details of consent decree documents are available on line, and provide a great resource for businesses to tailor their services after to avoid ending up in litigation. Sponsored by InDemand Interpreting

28 INOVA’S COMPREHENSIVE SOLUTION FOR LANGUAGE SERVICES

29 INOVA FIRMLY SUPPORTS PATIENT- CENTERED CARE. We demonstrate this in our interpreter services by asking each and every patient and their companion if they communicate in English or/if they use another language to communicate.

INOVA’S INTERPRETIVE SERVICES 30 If they desire a Sign Language Interpreter we let each individual patient or companion help make the decision if we will provide “ on site ” interpreters or VRI, but most frequently it is a combination of both.