Professional Interpreters Increase Patient Satisfaction

• 3/6/2010
• Author: Audrie Bretl Roelf
• Category: Benchmark Blog
• 14283 Views
• 0 Comments
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Mathematica Policy Researchers asked the question, “Does using professionally trained interpreters in the emergency department (ED) increase patient satisfaction?” Up until now, research on this topic has been sparse, so Mathematica conducted its own study using random assignment to compare the reported satisfaction of patients and providers during 424 ED visits, roughly half of which included interpreter services from a professionally trained medical interpreter and roughly half of which relied on the ED’s usual language services—that is, a telephone language line or ad hoc interpreter services.

The study found that use of professional interpreter services dramatically increased satisfaction with patient-provider communication during the ED visit, not only for patients but for all types of providers—including triage nurses, doctors, and discharge nurses. That’s a big win for performance improvement.

What do you do in your organizations? Do you use a trained medical interpreter or another service? What has your experience been with patient satisfaction and the type of service your organization provides?