Interpreting Services at UCSF Medical Center

1. Interpreting Services at UCSF Medical Center Leah Karliner MD, Department of Medicine Tatyana Latushkin, Manager Interpreter Services

2. General Principles Whenever possible, use a professional interpreter In-person (scheduled) Telephonic (unscheduled) Videoconferencing (Children�s Hospital /Pediatric sub-specialties) Family members and friends should not be used to interpret medical information Use of an interpreter should be documented in the patient�s medical record 2

3. How to Access an Interpreter In-house Interpreters, call 353-2690 to schedule an in-person interpreter or obtain telephonic interpretation ? Spanish weekdays 8am- 12 midnight weekends 9am-5pm ? Chinese and Russian weekdays 8am to 5pm Language Line telephonic interpreters for less common languages after hours or when a staff interpreter is not available For American Sign Language call to schedule 3 In-person interpreters for most spoken languages and American Sign Language can be requested and scheduled through Interpreting Services 3-2690.In-person interpreters for most spoken languages and American Sign Language can be requested and scheduled through Interpreting Services 3-2690.

4. Dual-handset phones Moffitt-Long, Children�s Hospital, Mount Zion Hospital, ED and some other locations. ? Plug into patient phone jack in hospital room ? Follow simple 3-step instructions on the phone ? To use the speaker phone, press speaker button before initiating call ? If you can�t find the phone, ask the clerks to locate it for you 4

5. Tips on How to Use an Interpreter Effectively Let the interpreter know what to expect before starting conversation Address the patient, not the interpreter Maintain primary eye contact with your patient Keep a comfortable pace allowing time for interpretation� 5

6. Avoid medical jargon and idiomatic expressions Nodding of the head may indicate respect rather than understanding or acceptance Ask patient to repeat back to you what s/he understood from your conversation, to make sure that nothing has been lost in interpretation 6

7. 7 Q: Can I use a family member or friend to interpret? A: No, family or friends should not be used to interpret medical information. Q: What should I do if an in-person interpreter is not available? A: Use a telephonic interpreter by dialing 3-2690 or via a Language Line dual handset phone Q: How many languages do we provide coverage for? A: We provide coverage for approximately 150 languages. Q: Can I interpret if I speak two or more languages? A: No, a professional in-person or telephonic interpreter  should be used.