#United States #Inland Empire #Health Plan #Rancho Cucamonga #Language Access

Improving Patient-Provider Communication: A New Initiative

Inland Empire Health Plan (IEHP) has launched a groundbreaking pilot program aimed at addressing language barriers that often hinder effective communication between patients and medical providers. This innovative initiative offers interpreting training and bilingual fluency qualification services, ensuring healthcare staff are well-equipped to serve a diverse patient population.

The Need for Linguistic Support

In recent years, the necessity for bilingual communication in healthcare settings has become increasingly apparent. According to IEHP’s data, a significant proportion of its members speak Spanish, particularly among Medi-Cal and DualChoice health plan members. In 2024 alone, 24% of Medi-Cal members and 34% of DualChoice members identified Spanish as their preferred language. This statistic underscores the urgent need for comprehensive language support within the healthcare system.

In an effort to enhance communication, IEHP has partnered with LanguageLine Solutions to provide a suite of language services at no cost to its provider network. From interpreting to bilingual certifications, this program aims to streamline interactions between healthcare professionals and patients.

Training and Testing

The Provider Medical Interpretation (PMI) program, which started from October to December 2024, saw the enrollment of over 120 healthcare professionals across various roles, including nurses and administrative staff. IEHP has structured the training to offer flexibility, allowing participants to choose between in-person or online courses, which can last up to four weeks depending on the selected module.

With two main assessment tracks available, participants can either undergo interpretation assessments focusing on doctor-patient interactions or linguistic assessments emphasizing direct communication. These preparatory courses not only enhance the skills of the healthcare staff but also ensure they are capable of accurately conveying medical terminology between languages, thereby minimizing misunderstandings.

Positive Feedback and Anticipated Growth

Health equity programs liaison Rosana Ayala, who leads the project, reported an overwhelmingly positive response from participants. “While we facilitate language interpreter services, the need for advance booking of five days can delay assistance. By equipping our provider staff with these skills, we can eliminate long wait times and the reliance on family members for translation,” Ayala stated.

The program caters to a wide range of healthcare roles, and feedback has indicated that many staff perceive improved relationships with patients as a result. Natzary Rosales-Garcia, a medical assistant at the Metropolitan Clinic, shared her excitement about the program's insights. “The training has opened up a pathway to accurately translating medical terms, which is vital for correctly understanding symptoms that vary between languages.” This sentiment highlights the evolution of patient care through improved communication strategies.

Future Developments

As IEHP looks to expand the reach of this initiative, details regarding subsequent cohorts for the PMI program will be communicated to in-network providers. The health plan remains committed to bridging gaps in healthcare communication and ensuring that all patients receive care that meets their cultural and linguistic needs.

The U.S. is witnessing a growing foreign-born population, prompting healthcare organizations to invest in translation and interpretation training. IEHP’s PMI program is a proactive approach to safeguarding the needs of its diverse members, indicating a future where communication barriers can be significantly reduced.

To find out more about how IEHP is addressing language needs in healthcare, be sure to visit iehp.org.

About IEHP

Founded in 1996, Inland Empire Health Plan has carved a niche as one of the largest not-for-profit Medicare-Medicaid public health plans in the U.S. Serving over 1.5 million residents in Riverside and San Bernardino Counties, IEHP is recognized for its commitment to exemplary healthcare and accessibility. With recent expansions including Covered California plans, the organization continues to work toward optimal care for its community.