Overview
Bilingual Interpreter Services
Interpreter Practice
Interpreter Associations
Research and Reports

Bilingual Health Services Program

Kaiser Permanente California, Southern California Region

Overview:
Kaiser Permanente California's southern region has 2.3 million members. A 1990 demographic assessment of membership showed that 25% are Latino, and that a total of 10-12% of members are limited English-speaking and need Spanish speaking providers or interpreters for their medical care. A second demographic survey has recently been completed and will be repeated every five years. Although some LEP members speak languages other than Spanish, the numbers are small and efforts have centered initially on the needs of the Spanish-speaking. For these members, a multi-pronged approach has been undertaken that includes: epidemiological research, translated materials for members, hiring of bilingual providers at appropriate sites, utilization of tested bilingual staff members as interpreters, contracting with AT&T Language Line, training of providers in working with interpreters, and health education classes conducted in Spanish.

Description of the model:
Attempts are made to place bilingual health care providers at sites which have the highest numbers of Spanish-speaking patients as demand varies greatly depending on the geographic location of the clinic or facility. However, sufficient numbers of bilingual providers are not available overall, which has led to the use of bilingual/bicultural staff members as interpreters. To ensure proficiency of these employees, oral testing has been implemented and bilingual employees must take the test if they wish to continue receiving a bilingual pay differential. Currently, over 2,000 employees in Southern California have undergone testing. Graded by Berlitz, the test is two-tiered, one tier for general fluency and one for medical vocabulary. If employees do not pass, they are offered a course to improve their skills and are given another chance to take the test. As negotiated with the union, employees who have passed the interpretation test receive a $65 per month differential if 5% or more of their work day is spent in interpreting.

Kaiser is piloting an interpreter training course for bilingual staff at one site, but is awaiting the results before expanding region-wide. As there currently is no centralization of interpreter scheduling, all staff have access to a list of bilingual employees upon whom they may call to interpret. At present, Kaiser is examining alternative ways of scheduling bilingual employees to interpret. To supplement the employee language bank, Kaiser contracts with AT&T Language Line, primarily for languages other than Spanish. Kaiser has found one major drawback to this method: not all exam rooms have phone jacks and speaker phones.

Unique characteristics:
Research into epidemiological patterns affecting the Latino and other minority populations focuses mostly on chronic disease and risk factors. The results will be incorporated into provider handbooks, which will cover ethno-cultural and demographic information as well as the results of the research. See Kaiser Permanente National Program for further description of provider handbooks.

Written and audio materials have been translated into Spanish. For example, the member handbook and enrollment materials have been translated. The Health Phone Line, which has recorded health education messages, is available in Spanish, and the call processing system is adding lines specifically for Spanish speaking consumers.

Further enhancing services to Kaiser's Spanish speaking members, health educators provide classes in Spanish. Bilingual/bicultural patient liaison staff in acute care facilities also assist the LEP consumer in using the health care system.

At several medical centers, provider staff have received training in working with interpreters and appropriate handling of cultural differences in provider-patient interaction styles. Kaiser has developed in-house videos to illustrate good use of interpreters. Providers have received training in the use of the AT&T Language Line.

Funding sources:
General revenues.

Contact information:
Jean Gilbert, Ph.D.,
Kaiser Permanente California
393 East Walnut Street, LR-6
Pasadena, CA 91188-8361.

Phone: 818-564-3743
Fax: 818-564-3747
E-mail: Jean.Gilbert@kp.org

Bilingual Interpreter Services

essentials | models and practices | policy | legal issues | networking
table of contents | contact us | who we are

Copyright © 2003, DiversityRx; www.diversityRx.org, Last update: Tuesday, March 25, 2003

 DiversityRx is sponsored by: