Things To Know About Using Interpreter Services

When you are working with a patient who has limited English-language proficiency, follow our Interpreters for Patient Communications Policy. Here are a few key things to know:

• You can find the policy on PageCenterX or download it at the bottom of this article. The policy was updated in December 2022.
• Our policy states that interpreter services be timely, free of charge and protect the patient’s privacy and independence.
• After you promptly identify patients with limited English proficiency (LEP), offer them interpreter services or request interpreter services.
• We strongly encourage you to utilize Carilion Clinic-approved interpreter services in care delivery even if the patient refuses. This is especially important when you need to engage in extended or sensitive communication.
• If a patient refuses to use interpreter services, document it in the electronic medical record with each encounter. A refusal letter is available in Epic.
• Don't ask the patient's friends or family members to act as interpreters unless there’s an emergent or critical situation where a delay could jeopardize the patient's safety.

How To Access Interpreter Services

Each unit, department, or facility must arrange for interpreter services when needed.  

• For in-person interpreter services during business hours (Monday - Friday, 8 a.m. - 5 p.m.), call 540-266-6307 or email Interpreter_Services@carilionclinic.org.
• After hours, call Carilion Direct or use PerfectServe to request.
• Many different interpretation services are available, including telephone, on-site interpreter, video relay, translated document and picture board.

For more information on accessing interpreter services, go to the Interpreter Services hub.