Improving the Delivery of Care to Limited English Proficiency Patients

Poster PresentationPurpose for the ProgramLimited English proficiency (LEP) creates challenges for effective communication, affects health outcomes, and exacerbates health disparities. A survey of postpartum women at this facility indicated that 41% of LEP patients reported an unmet need for an interpreter and wide use of unqualified interpreters during their stays.Proposed ChangeBy October 2013, to achieve a 50% reduction in the number of postpartum LEP women who reported an unmet need for a qualified medical interpreter (MI) during their hospital stay.Implementation, Outcomes, and EvaluationA Lean Six Sigma (LSS) project was initiated to improve the quality and safety of care for women with LEP during their labor and delivery hospitalizations. Utilizing LSS concepts, a multidisciplinary team embraced the define, measure, analyze, improve, and control (DMAIC) process. Focus groups and surveys were conducted to elicit the voice of the customer from patients, nurses, and providers. Findings from a postpartum survey served as the baseline of measure for unmet needs for an interpreter in LEP patients. The number of patients with a completed “preferred language” field in the patient registration and billing system (PRBS) as well as use of qualified interpreters (in person and telephonic) were tracked. A standardized process (script) for soliciting the patient's preferred language was established and education on race, ethnicity, and language was provided. Obstetric providers ...
Source: Journal of Obstetric, Gynecologic, and Neonatal Nursing - Category: Nursing Authors: Tags: Professional Issues Source Type: research