How High-Quality Interpreter “Soft Skills” may Improve HCAHPS Scores
As US demographics continue to shift, hospital language services increasingly impact executive-level priorities. The struggle for great HCAHPS scores exemplifies the interaction between boosting patient satisfaction – now a major factor affecting hospital reimbursements – and language services. This ongoing development may put language services leaders in a position to either help or hinder hospital goals.
See below for an excerpt from CyraCom’s new whitepaper, Improving HCAHPS: Boosting Patient Satisfaction through Great Language Services.
HCAHPS contains 11 questions on clear communication, asking whether the patient understood their provider and felt listened-to and respected. For LEP patients, these answers may depend in part on the quality of interpreter provided, including soft skills like:
Cultural Awareness and Sensitivity
Quality interpretation goes beyond conveying meaning. Attention to culturally and linguistically appropriate politeness markers – using the correct honorific or title, or changing verbs and sentence structure to apply a more respectful tone – may impact the patient’s experience as well.
Cultural Brokering for Clearer Comprehension
Skilled interpreters apply cultural brokering, clarifying phrases and expressions which make sense in English but may not be clear in the target language. Quality interpretation involves converting these phrases into something the LEP patient can understand, improving comprehension and displaying cultural sensitivity.
Collectively, politeness markers and cultural brokering can help create a more positive and professional experience for all parties involved in the conference. LEP patients may feel more comfortable expressing themselves once these best practices are put in place. Hospitals with leading language services programs train their interpreters in these essential skills and partner with language services providers who do the same.
Now that you’ve read how high-quality language services may improve the LEP patient experience and aid in boosting patient satisfaction, DOWNLOAD OUR FREE WHITEPAPER to learn more about how these patients impact hospital HCAHPS scores.
About This Author
Hi everybody - I'm Graham, Marketing Coordinator for CyraCom. I'll be researching and analyzing breaking news and emerging trends in language, especially as they relate to the healthcare industry and interpretation.
CyraCom Blog Highlights
- Vocabulary of Native and Non-native Speakers: the Lifelong Pursuit of Language Learning posted on 03 Nov
- What Makes a Great Interpreter (Part 1) posted on 12 Aug
- The Do’s and Don’ts When Interacting with a Deaf or Hard of Hearing Person posted on 03 Mar
- Deaf Education: A History of American Sign Language in the United States posted on 20 Apr