BOOKS
Seattle, WA: Cross Cultural Health Care
Angelelli, C. Medical Interpreting and Cross-cultural
Communication. New York: Cambridge University Press, 2004.
Explores the role of medical interpreters, including their challenges
and how they characterize their role.
Arabic Medical Glossary. Seattle, WA: Cross Cultural Health Care
Program, 2004.
English bilingual medical glossary. Contains 2,600 words and
definitions.
http://www.xculture.org/catalog/product_info.php?products_id=44
Bridging the Gap, an Interactive Textbook for Medical Interpreters.
Seattle, WA: Cross Cultural Health Care Program, 2010.
Textbook to accompany the 40-hour Bridging the Gap Medical
Interpreter Training Course. Available to licensed agencies only.
http://www.xculture.org/catalog/product_info.php?products_id=63&o
sCsid=8dfdc857bff4af240117820606f3f1ba
BTG Trainer's Manual Package. Seattle, WA: Cross Cultural Health
Care Program, 2010.
Includes a trainer manual, a CD, and access to 4 pre-recorded
webinars exclusively for Bridging the Gap trainers.
http://www.xculture.org/catalog/product_info.php?products_id=79
Chinese Medical Glossary. Seattle, WA: Cross Cultural Health Care
Program, 1996.
Mandarin Chinese English bilingual medical glossary. Contains 1,000
terms and definitions.
http://www.xculture.org/catalog/product_info.php?products_id=42
Guide to Common Medications. 2nd ed. Seattle, WA: Cross Cultural
Health Care Program, 2008.
Helps medical interpreters and other allied health professionals better
understand the many medications that are discussed in medical
interviews.
http://www.xculture.org/catalog/product_info.php?products_id=72
Haitian Creole Medical Glossary. Seattle, WA: Cross Cultural
Health Care Program, 2004.
Haitian Creole/English bilingual medical glossary. Contains 2,600
words and definitions.
http://www.xculture.org/catalog/product_info.php?products_id=49
Japanese Medical Glossary. Seattle, WA: Cross Cultural Health
Care Program, 2008.
Japanese English bilingual medical glossary. Contains over 2,400
medical terms and definitions with translations into Kanji, Hiragana,
and Romaji.
http://www.xculture.org/catalog/product_info.php?products_id=71
Korean Medical Glossary. Seattle, WA: Cross Cultural Health Care
Program, 1996.
Korean English bilingual medical glossary. Contains 1,000 terms and
definitions.
http://www.xculture.org/catalog/product_info.php?products_id=41
Polish Medical Glossary.
Program, 2004.
Polish English bilingual medical glossary. Contains 2,600 words and
definitions.
Spanish Medical Glossary. 2nd ed. Seattle, WA: Cross Cultural Health
Care Program, 2003.
Spanish English bilingual medical glossary. Contains 2,600 words
and definitions.
http://www.xculture.org/catalog/product_info.php?products_id=47
Ulmer, C., McFadden, B., and Nerenz, D. R. Race, Ethnicity, and
Language Data: Standardization for Health Care Quality
Improvement. Washington, DC: National Academies Press, 2009.
Identifies current models for collecting and coding race, ethnicity,
and language data; reviews challenges involved in obtaining these
data, and makes recommendations for a nationally standardized
approach for use in health care quality improvement.
http://www.nap.edu/catalog.php?record_id=12696
REPORTS
Affordable Language Services: Implications for Health Care
Organizations. Fresno, CA: Hablamos Juntos, Sep. 2005.
Provides an overview on the effects of language barriers on patient
safety and quality of health care and identifies challenges health care
organizations must address to effectively overcome these barriers.
http://www.hablamosjuntos.org/resource_guide_portal/pdf/BriefLang
Svcs-21Sept.pdf
Andrulis, D., Goodman, N., and Pryor, C. What A Difference An
Interpreter Can Make: Health Care Experiences of Uninsured with
Limited English Proficiency. Boston: The Access Project, Apr. 2002.
Survey results compare the experiences of adults who needed and
easily got an interpreter with those who needed and did not get an
interpreter (or had difficulty getting one), and with other uninsured
who did not need an interpreter.
http://www.accessproject.org/downloads/c_LEPreportENG.pdf
Barrett, S. E., Dyer, C., and Westphaling, K. Language Access:
Understanding the Barriers and Challenges in Primary Care
Settings. McLean, VA: Association of Clinicians for the Underserved,
2008.
Looks at the language challenges identified by safety net providers in
primary health care clinics and the strategies they utilize to meet the
care needs of limited English proficient patients.
http://www.calendow.org/Collection_Publications.aspx?coll_id=22&
ItemID=312#
Berger, C. Universal Symbols in Health Care Workbook: Best
Practices for Sign Systems. Fresno, CA: Hablamos Juntos, Dec. 2005.
Discusses the importance of universal symbols and the benefits they
provide to hospitals and health care; provides examples.
http://www.hablamosjuntos.org/resources/pdf/Best_PracticesFinal-
Dec15.pdf
Brach, C., and Chevarley, F. M. Demographics and Health Care
Access and Utilization of Limited-English-Proficient and English-
Proficient Hispanics. Rockville, MD: Agency for Healthcare
Research and Quality, 2008.
Compares LEP Hispanic adults to the group most similar to them
English-proficient Hispanic adults. This report also compares
English-proficient Hispanic adults to the white non-Hispanic
population and examines whether disparities persist when only the
English-proficient Hispanic population is examined.
http://www.meps.ahrq.gov/mepsweb/data_files/publications/rf28/rf28
.pdf
Certification of Health Care Interpreters in the United States: A
Primer, a Status Report and Considerations for National
Certification. Woodland Hills, CA: The California Endowment, Sep.
2006.
Overview of certification issues for health care interpreters in the
United States and discussion of the potential for a national
certification program.
http://www.calendow.org/Collection_Publications.aspx?coll_id=24&
ItemID=314#
A Definition of Linguistic Competence. Washington, DC: National
Center for Cultural Competence, Jun. 2006.
Proposes a definition of linguistic competence that serves as a
foundation for determining linguistic competence in health care,
mental health and other human service delivery systems.
http://www11.georgetown.edu/research/gucchd/nccc/documents/Defi
nition%20of%20Linguistic%20Competence.pdf
Distinct Places, Shared Opportunity: a Neighborhood-based Analysis
of Asian Americans in NYC. New York: Asian Americans for
Equality, Inc., Feb. 2011.
While not directly addressing health care access, the report points to
the high rate of linguistic isolation of Asian Americans compared to
other racial or ethnic groups.
http://www.aafe.org/rsr/AAFE_AA_Neighborhoods_Report.pdf
Downing, B.T., and Bogoslaw, L. H. Effective Patient-Provider
Communication across Language Barriers: A Focus on Methods of
Translation. Fresno, CA: Hablamos Juntos, Feb. 2003.
Discusses the complexity of translation and the qualifications needed
by the translator as a basis for undertaking a translation project; offers
guidance for designing and managing the work of translation.
http://www.hablamosjuntos.org/word_docs/BRUCEHJ_Translation_
Final_Feb03.doc
Downing, B.T., and Bogoslaw, L. H. Translation as a Strategy for
Effective Communication with Patients and Clients: A How-To
Guide. Fresno, CA: Hablamos Juntos, Apr. 2003.
Guidelines for individuals responsible for preparing written
communication for patients and clients who do not read English.
http://www.hablamosjuntos.org/pdf_files/BruceDowningHow-
To_Guide_FINAL.pdf
Downing, B. T., and Roat, C. E. Models for the Provision of
Language Access in Health Care Settings. Fresno, CA: Hablamos
Juntos, Jan. 2002.
Looks at various models of linguistic accommodation and discusses
the advantages and disadvantages of each.
http://www.hablamosjuntos.org/pdf_files/Models_for_the_Provision_
of_Language_Access_final_.pdf
Fink, L., ed. Culture, Language, and Equitable Care: Clinician
Perspectives on Caring for Diverse Patient Populations. Waltham,
MA: QuantiaMD, July 27, 2011.
Results of a study of physicians and other providers explores
clinicians thoughts on language and cultural barriers and their effects
on patient care.
http://www.quantiamd.com/q-
qcp/QuantiaMD_Culture_Language__Care_study.pdf
Ginsburg, J. A. Language Services for Patients with Limited English
Proficiency: Results of a National Survey of Internal Medicine
Physicians. Philadelphia: American College of Physicians, Apr.
2007.
Results of a survey to determine whether internal medicine practices
of members of the American College of Physicians provide effective
language services.
www.calendow.org/uploadedFiles/language_services_for_patients.pd
f
Givaudan, M., and others. Bridging the Communication Gap:
Provider to Patient Written Communication Across Language and
Cultural Barriers. Fresno, CA: Hablamos Juntos, Oct. 2002.
Describes the forms and functions of written material and its role in
facilitating healthcare provider to patient communication and health
care decisions within the Latino population.
http://www.hablamosjuntos.org/pdf_files/IMIFAP.PaperI.pdf
Givaudan, M., and others. Development of an Instrument to Test the
Cultural Adequacy of Health Related Written Material for Latinos in
the USA. Fresno, CA: Hablamos Juntos, Oct. 2003.
Describes an instrument to assess the cultural adequacy of health
related written material, either developed in Spanish or written in
English and translated into Spanish, and recommendations for the use
of the instrument.
http://www.hablamosjuntos.org/pdf_files/IMIFAP.PaperII.pdf
Guidance and Standards on Language Access Services: Medicare
Plans. Washington, DC: U.S. Department of Health & Human
Services, Office of Inspector General, July 2010.
Results of a survey which was fielded to randomly selected Medicare
plans located in counties with a high percentage of limited English
proficient individuals. The survey assessed Medicare plans voluntary
compliance as indicated by the extent to which plans conducted the
four-factor assessment recommended by OCR guidance and offered
language access services consistent with CLAS standards.
http://oig.hhs.gov/oei/reports/oei-05-10-00051.pdf
Guidance and Standards on Language Access Services: Medicare
Providers. Washington, DC: U.S. Department of Health & Human
Services, Office of Inspector General, July 2010.
Results of a survey which was fielded to randomly selected Medicare
providers located in counties with a high percentage of limited
English proficient individuals. The survey assessed Medicare
providers voluntary compliance as indicated by the extent to which
providers conducted the four-factor assessment recommended by
OCR guidance and offered language access services consistent with
CLAS standards.
http://oig.hhs.gov/oei/reports/oei-05-10-00050.pdf
Guidance to Federal Financial Assistance Recipients Regarding Title
VI Prohibition against National Origin Discrimination Affecting
Limited English Proficient Persons. Washington, DC: U.S.
Department of Health & Human Services, Office for Civil Rights,
Oct. 4, 2006.
Provides guidance for recipients of federal financial assistance in
determining how best to comply with statutory and regulatory
obligations to provide meaningful access to the benefits, services,
information, and other important portions of their programs and
activities for individuals who are limited English proficient.
http://www.hhs.gov/ocr/civilrights/resources/specialtopics/lep/policy
guidancedocument.html
A Guide to Choosing and Adapting Culturally and Linguistically
Competent Health Promotion Materials. Washington, DC: National
Center for Cultural Competence, 2003.
Guidelines for selecting culturally and linguistically competent health
promotion materials, as well as recommendations for adapting such
materials for use in health promotion efforts.
http://www11.georgetown.edu/research/gucchd/nccc/documents/Mate
rials_Guide.pdf
Hablamos Juntos: We Speak Together, Final Report. :Wirthlin
Worldwide, 2001.
Results of a survey to identify how language barriers affect the
quality of health care given to patients who are Spanish-speaking,
with little or no English abilities.
http://www.hablamosjuntos.org/pdf_files/wirthlin_report.pdf
Haffner, L., and others. Guide To Interpreter Positioning In Health
Care Settings. Washington, DC: National Council on Interpreting in
Health Care, Nov. 2003.
Looks at pros and cons in interpreters choice of positioning in an
interpreted session.
http://tinyurl.com/q8k9e7
Hasnain-Wynia, R., Pierce, D., and Pittman, M. A. Who, When, and
How: The Current State of Race, Ethnicity, and Primary Language
Data Collection in Hospitals. New York: The Commonwealth Fund,
May 2004.
Identifies current practices around race, ethnicity, and primary
language data collection in hospitals, addresses barriers and
concerns, and makes recommendations for standardizing collection
efforts.
http://www.cmwf.org/usr_doc/hasnain-wynia_whowhenhow_726.pdf
Hasnain-Wynia, R., and others. Hospital Language Services for
Patients with Limited English Proficiency: Results from a National
Survey. Chicago: Health Research & Educational Trust, 2006.
Describes current practices and common barriers, as well as the
specific resources and tools needed to provide language services to
patients with LEP.
http://www.hret.org/hret/languageservices/
Health Care Language Services Implementation Guide. Rockville,
MD: U.S. Department of Health & Human Services, Office of
Minority Health, n.d.
Guide to help health care organizations develop effective language
access services to meet the needs of patients with limited English
proficiency.
https://hclsig.thinkculturalhealth.org/user/home.rails
Health Literacy Interventions and Outcomes: An Updated Systematic
Review. Rockville, MD: Agency for Healthcare Research and
Quality, Mar. 2011.
Updates a 2004 systematic review of health care service use and
health outcomes related to differences in health literacy level and
interventions designed to improve these outcomes for individuals
with low health literacy.
http://www.ahrq.gov/clinic/tp/lituptp.htm
How to Choose and Use a Language Agency. Woodland Hills, CA:
The California Endowment, 2003.
Provides guidance for health care organizations in considering how a
language agency might fit into a language access program,
recommendations as to what to look for when choosing an agency,
and help to avoid unrealistic expectations of an agency.
http://www.calendow.org/uploadedFiles/how_to_choose_use_langua
ge_agency.pdf
In the Right Words: Addressing Language and Culture in Providing
Health Care. San Francisco, CA: Grantmakers in Health, Aug. 2003.
Describes the impact of language barriers on health care outcomes,
provides an overview of relevant laws and policies, and presents
strategies for improving language access.
http://www.gih.org/usr_doc/In_the_Right_Words_Issue_Brief.pdf
Institute of Medicine. Race, Ethnicity, and Language Data:
Standardization for Health Care Quality Improvement. Washington,
DC: National Academies Press, 2009.
Report recommending collection of more granular ethnicity and
language need according to national standards.
http://books.nap.edu/openbook.php?record_id=12696
The Interpreter's World Tour: An Environmental Scan of Standards
of Practice for Interpreters. Woodland Hills, CA: The California
Endowment, Mar. 2005.
Summarizes standards of practice in the various arenas of
interpreting, including health care/medical interpreting..
http://www.ncihc.org/mc/page.do?sitePageId=57022&orgId=ncihc
Jellinek, P., and Isaacs, S. Overcoming Language Barriers to Health
Care. Woodland Hills, CA: The California Endowment, 2008.
Describes policy efforts at the state and federal levels to overcome
language barriers to health care.
http://www.calendow.org/Collection_Publications.aspx?coll_id=22&
ItemID=312#
The Joint Commission 2009 Requirements Related to the Provision of
Culturally Competent Patient-Centered Care. Hospital Accreditation
Program. Oak Brook Terrace, IL: Joint Commission, 2009.
Identifies Joint Commission standards that support the provision of
care in a manner that is culturally and linguistically appropriate.
http://tinyurl.com/mkon8t
Ku, L. Paying for Language Services in Medicare: Preliminary
Options and Recommendations. Washington, DC: Center on Budget
and Policy Priorities, 2006.
Offers recommendations for payment systems for language services
in Medicare.
http://www.calendow.org/uploadedFiles/Paying_for_language_servic
es.pdf
Language Access and the Law. Oak Brook Terrace, IL: Joint
Commission, Jan. 2008.
Summarizes current laws and regulations that address the provision of
language services.
http://tinyurl.com/mglovc
Language Access in Health Care Statement of Principles. Los
Angeles, CA: National Health Law Program, Nov. 19, 2007.
Statement endorsed by multiple organizations presents an agenda to
improve policies and funding for access to health care for individuals
with limited English proficiency.
http://www.healthlaw.org/library/item.71365
Language Access in Health Care Statement of Principles:
Explanatory Guide. Los Angeles, CA: National Health Law Program,
Nov. 2007.
Expands on the specific elements of the statement of principles.
http://www.healthlaw.org/
Language Use and English-Speaking Ability: 2000. Washington, DC:
U.S. Census Bureau, 2003.
Data from the 2000 census on language spoken at home and the
ability to speak English of people aged 5 and over.
http://www.census.gov/prod/2003pubs/c2kbr-29.pdf
Linguistic Competence in Primary Health Care Delivery Systems:
Implications for Policy Makers. Washington, DC: National Center for
Cultural Competence, 2003.
Policy brief that looks at the need for primary health care
organizations to develop policies and practices that support the
delivery of linguistically competent health care services.
http://www11.georgetown.edu/research/gucchd/nccc/documents/Poli
cy_Brief_2_2003.pdf
Making the Business Case for Culturally and Linguistically
Appropriate Services in Health Care: Case Studies from the Field.
Washington, DC: Alliance of Community Health Plans Foundation,
2007.
Looks at 13 case examples of organizations that have addressed one
or more aspects of the cultural and linguistic needs of patients and
identifies the business benefits that have accrued.
http://www.achp.org/library/download.asp?id=7034
Mateo, J., and others. Providing Health Care to Limited English
Proficient (LEP) Patients: A Manual of Promising Practices.
Sacramento, CA: California Primary Care Association, Feb. 2004.
Looks at how community clinics and health centers in California have
addressed the language access needs of their patients.
http://www.hablamosjuntos.org/pdf_files/Providing_Healthcare_LEP
_Feb2004.pdf
A National Code of Ethics for Interpreters in Health Care.
Washington, DC: National Council on Interpreting in Health Care,
Jul. 2004.
Guiding principles for appropriate behaviors for medical interpreters.
http://hospitals.unm.edu/ILS/Documents/NCIHC.pdf
National Action Plan to Improve Health Literacy. Rockville, MD:
U.S. Department of Health and Human Services, Office of Disease
Prevention and Health Promotion, May 2010.
Describes a linked, multi-sector effort to improve health literacy,
including supporting and expanding local efforts to provide English
language instruction and culturally and linguistically appropriate
health information services in the community
http://www.health.gov/communication/HLActionPlan/pdf/Health_Lit
eracy_Action_Plan.pdf
National Study of Culturally and Linguistically Appropriate Services
in Managed Care Organizations. Bethesda, MD: COSMOS
Corporation, Aug., 2003.
Examines culturally and linguistically appropriate services
implemented by managed care organizations and highlights
promising practices
http://www.cosmoscorp.com/Docs/FR-CLAS-1_ManagedCare.pdf
Development and Validation of Oral and Written Examinations for
Medical Interpreter Certification Technical Report. Burbank, CA:
PSI Services, LLC., Apr. 2010.
Describes the methodology employed by Language Line University
(LLU), an affiliate of Language Line Services, the International
Medical Interpreters Association (IMIA), and PSI Services LLC (PSI)
to construct an oral and written examination for medical interpreter
certification. The resulting examination characteristics are also
described.
http://www.certifiedmedicalinterpreters.org/sites/default/files/Oral%2
0and%20Written%20Medical%20InterpreterTechnical%20Report_fi
nal_NB042810.pdf
Paras, M. Straight Talk: Model Hospital Policies and
Procedures on Language Access. Oakland, CA: California Health
Care Safety Net Institute, 2005.
http://www.vdh.virginia.gov/ohpp/clasact/documents/CLASact/langu
age/StraightTalk.pdf
Perkins, J. Ensuring Linguistic Access in Health Care Settings: An
Overview of Current Legal Rights and Responsibilities. Washington,
DC: The Henry J. Kaiser Family Foundation, Aug. 2003.
Issue brief that focuses on the language access responsibilities of
federal fund recipients pursuant to the federal civil rights laws.
http://www.kff.org/uninsured/loader.cfm?url=/commonspot/security/
getfile.cfm&PageID=22093
Perkins, J., and Youdelman, M. Summary of State Law Requirements
Addressing Language Needs in Health Care. Los Angeles, CA:
National Health Law Program, Jan. 2008.
Citations and brief descriptions of each states statutes and
regulations regarding services to limited English proficient persons in
health care settings.
http://www.healthlaw.org/library/item.174993
Perry, S., and others. Improving Language Access: CHIPRA Provides
Increased Funding For Language Services. Washington, DC:
Families USA, Feb. 2010.
Examines the new provisions that were included in the
reauthorization of the Childrens Health Insurance Program and how
they will affect implementation in the coming months.
http://www.familiesusa.org/assets/pdfs/chipra/improving-language-
access.pdf
Physician Perspectives on Communication Barriers Insights from
Focus Groups with Physicians Who Treat Non-English Proficient and
Limited English Proficient Patients. Fresno, CA: Hablamos Juntos,
Mar. 2004.
Explores physicians experiences with NEP/LEP patients and
identifies some of the strategies and actions physicians have taken to
address the challenges of communicating with these patients.
http://www.hablamosjuntos.org/pdf_files/LSP.Report.Final.pdf
Reschovsky, J. D., and Bourkus, E. Modest and Uneven: Physician
Efforts to Reduce Racial and Ethnic Disparities. Issue Brief No. 130.
Washington, DC: Center for Studying Health System Change,
Feb. 2010.
Examines physician adoption of practices to overcome
communication barriers.
http://www.hschange.com/CONTENT/1113/
Roat, C. E. How to Choose and Use a Language Agency: A Guide for
Health and Social Service Providers Who Wish to Contract with
Language Agencies. Woodland Hills, CA: The California
Endowment, 2003.
Examines what to look for in a language agency, how to choose an
appropriate provider, and what to expect from service.
http://www.calendow.org/uploadedFiles/how_to_choose_use_langua
ge_agency.pdf
Serving Patients with Limited English Proficiency: Results of a
Community Health Center Survey. Bethesda, MD: National
Association of Community Health Centers, 2008.
Results of a survey of its members by the National Association of
Community Health Centers to gain information about their
experiences in serving patients with limited English proficiency.
http://www.calendow.org/Collection_Publications.aspx?coll_id=22&
ItemID=312#
Shin, H. B., and Kominski, R. A. Language Use in the United States:
2007. Washington, DC: U.S. Census Bureau, Apr. 2010.
Analyzes data from the 2007 American Community Survey and over
a time period from 1980 2007 to quantify the growth in the
percentage of speakers of non-English languages in the U.S.
http://www.census.gov/prod/2010pubs/acs-12.pdf
Standard Guide for Language Interpretation Services. West
Conshohocken, PA: ASTM International, 2007.
Identifies the components of quality language interpretation services
and establishes criteria for each component.
Txabarriaga, R. IMIA Guide on Medical Translation. Boston:
International Medical Interpreters Association, Jan. 2009.
Translation management and quality control guidelines for the
medical field.
http://www.imiaweb.org/uploads/pages/438.pdf
VA Health Care Facilities Have Taken Action to Provide Language
Access Services and Culturally Appropriate Care to a Diverse
Population. Report GAO-08-535. Washington, DC: U. S.
Government Accountability Office, May 2008.
Review conducted by the Government Accountability Office of the
actions the Department of Veterans Affairs has taken to meet the
needs of persons with limited English proficiency, the status of
veterans' utilization of language access services, and efforts VA has
made to provide culturally appropriate health care services.
http://www.gao.gov/products/GAO-08-535
Web Advanced Medical Training Program for Interpreters. Monterey,
CA: Language Line Services, n.d.
Web-based training program includes 15 hours of independent
learning via the web, combined with 15 hours of instructor-led
sessions over the phone.
http://www.languageline.com/page/lludemo//
What a Difference an Interpreter Can Make Health Care
Experiences of Uninsured with Limited English Proficiency. Boston:
The Access Project, Apr. 2002.
Compares the perceptions and experiences of adults who got an
interpreter with those who needed and did not get an interpreter.
http://www.hhs.gov/ocr/civilrights/resources/specialtopics/lep/whatad
ifferenceaninterpretercanmake.pdf
Wynia, M., and Matiasek, J. Promising Practices for Patient-
Centered Communication with Vulnerable Populations: Examples
from Eight Hospitals. New York: The Commonwealth Fund, Aug.
2006.
Looks at promising practices from eight hospitals that have achieved
success in efforts to lower language barriers and ensure more
effective health care interactions with their patients.
http://www.commonwealthfund.org/publications/publications_show.
htm?doc_id=397067#areaCitation
Wynia, M., and others. Collecting and Using Race, Ethnicity and
Language Data in Ambulatory Settings: A White Paper with
Recommendations from the Commission to End Health Care
Disparities. Chicago: American Medical Association, 2011.
http://www.ama-assn.org/resources/doc/public-health/cehcd-
redata.pdf
Youdelman, M., and Perkins, J. Providing Language Services in
Small Health Care Provider Settings: Examples from the Field. Los
Angeles, CA: National Health Law Program, Apr. 2005.
Provides an eight-step plan to help small group practices and other
providers develop a strategy to meet the needs of their limited English
proficient patients.
http://www.commonwealthfund.org/usr_doc/810_Youdelman_provid
ing_language_services.pdf?section=4039
OTHER KEY RESOURCES
24-Hour, Bilingual Nurse Line Provides Advice and Interpreter
Services for Plan Members, Leading to Wiser Decisions and Cost
Savings. Rockville, MD: Agency for Healthcare Research and
Quality Healthcare Innovations Exchange. Innovation Profile. Dec.
22, 2010.
http://www.innovations.ahrq.gov/content.aspx?id=2270
24 Languages: Consumer Health Brochures in Multiple Languages.
Salt Lake City, UT: University of Utah Health Sciences Library,
n.d.
Electronic access to health education brochures in 24 different
languages.
http://library.med.utah.edu/24languages/
AIDSinfo Translation Tool. Rockville, MD: U. S. Department of
Health and Human Services, AIDSinfo, n.d.
Allows users to search for HIV/AIDS-related terms in English or
Spanish and see definitions in both languages.
http://aidsinfo.nih.gov/Glossary/TransTool.aspx
Another Double Helix: Language and Cultural Challenges in
Genetic Counseling Encounters. DiversityRx Your Voice Webinar
Series: Webinar #9. June 14, 2010.
Explores the complexity of genetic counseling encounters and the
multiple layers of communication that are integral to assure provision
of the best possible, culturally competent patient care.
http://www.diversityrxconference.org/Your-
Voice/Webinars/Webinar-9-Language-Culture-Genetics/190/
Automated, Telephone-Based Interactive, Language-Appropriate
Monitoring Engages and Improves Health Behaviors of Low-Income
Diabetes Patients. Rockville, MD: Agency for Healthcare Research
and Quality Healthcare Innovations Exchange. Innovation Profile.
Mar. 17, 2010.
http://www.innovations.ahrq.gov/content.aspx?id=1863
Best Practices for Working with Health Care Translation Providers.
DiversityRx Your Voice Webinar Series: Webinar #5. Mar. 11,
2010.
Translation and health care experts share best practices for producing
multilingual materials that accurately convey the information in the
source document.
http://www.diversityrxconference.org/Your-
Voice/Webinars/Webinar-5-Translation-Best-Practices/183/
Bicultural, Family-Centered Youth Development Program for At-
Risk Latino Youth Provides Primary Care, Coaching, and Referrals,
Leading to Increased Birth Control Use, Better Health for Youth, and
Improved Communication Skills and Confidence. Rockville, MD:
Agency for Healthcare Research and Quality Healthcare Innovations
Exchange. Innovation Profile. Apr. 28, 2010.
http://www.innovations.ahrq.gov/content.aspx?id=2784
Bilingual, Bicultural Asthma Intervention Program Significantly
Improves Outcomes for Poor, Inner-City Youth. Rockville, MD:
Agency for Healthcare Research and Quality Healthcare Innovations
Exchange. Innovation Profile. May 18, 2011.
http://www.innovations.ahrq.gov/content.aspx?id=2050
Bilingual, Culturally Competent Community Health Workers
Increase Insurance Enrollment, Access to Care, and Self-Efficacy
Among Low-Income Latinos. Rockville, MD: Agency for Healthcare
Research and Quality, Sep. 2, 2009.
http://www.innovations.ahrq.gov/content.aspx?id=2564
Bilingual, Culturally Competent Managers Enhance Access to
Prenatal Care for Migrant Women, Leading to Potential
for Improved Birth Outcomes. Rockville, MD: Agency for Healthcare
Research and Quality Healthcare Innovations Exchange. Innovation
Profile. Mar. 3, 2010.
http://www.innovations.ahrq.gov/content.aspx?id=1685
Bilingual Interpreter Services: Model Programs. DiversityRx.
Descriptions of model programs related to community health centers,
state and local health agencies, managed care organizations, and
community interpreter services.
http://www.diversityrx.org/HTML/MOBISA.htm
Building Our Understanding: Culture Insights Communicating with
Hispanic/Latinos . Atlanta: Centers for Disease Control and
Prevention, n.d.
http://www.cdc.gov/healthycommunitiesprogram/tools/pdf/hispanic_l
atinos_insight.pdf
The Certification Commission for Healthcare Interpreters [CCHI]:
The Most Important Elements of a Professional Certification.
DiversityRx Your Voice Webinar Series: Webinar #10. Sept. 15,
2010.
Provides an overview of CCHI, how CCHI is developing its
certification and what credentials it will offer.
http://www.diversityrxconference.org/Your-
Voice/Webinars/Webinar-10-CCHI-Interpreter-Certification/194/
Comprehensive, Multilingual Social Services Program Brings
Valuable Support to the Elderly, Disabled, and Those with Limited
English Proficiency. Rockville, MD: Agency for Healthcare Research
and Quality Healthcare Innovations Exchange. Innovation Profile.
June 9, 2010.
http://www.innovations.ahrq.gov/content.aspx?id=1837
Computerized, Multilingual Visual Medication Schedule and Teach-
Back Protocols Improve Anticoagulation Control for Low-Literacy
Patients. Rockville, MD: Agency for Healthcare Research and
Quality Healthcare Innovations Exchange. Innovation Profile. Mar.
17, 2010.
http://www.innovations.ahrq.gov/content.aspx?id=1883
Consejos de Salud Para T, (Health Advice for You). Rockville, MD:
Agency for Healthcare Research and Quality.
Monthly online health advice column for Spanish-speaking consumer
provides evidence-based tips on preventive health, safe and
appropriate use of medications and other medical therapies, ways to
get better health care, and other key health care issues.
http://www.ahrq.gov/consumer/sp/sp071509.htm
Crosswalk of the Office of Minority Health's National Standards for
Culturally and Linguistically Appropriate Services (CLAS) and
The Joint Commission's 2009 Standards for the Hospital
Accreditation Program. Oakbrook Terrace, IL: The Joint
Commission, 2008.
http://tinyurl.com/nluq7j
Effective Communication in Hospitals. Washington, DC: U.S.
Department of Health & Human Services, n.d.
Compilation of information and resources to help hospitals
communicate effectively with patients, family members, and visitors
who are deaf or hard-of-hearing and to provide meaningful access to
their programs for persons who have limited English proficiency.
http://www.hhs.gov/ocr/civilrights/resources/specialtopics/hospitalco
mmunication/
Enhancements to Interpreter Program Lead to Better Productivity for
Interpreters, More Depression Screening, and Potential Reduction in
Readmissions for Non-EnglishSpeaking Patients. Rockville, MD:
Agency for Healthcare Research and Quality Healthcare Innovations
Exchange. Innovation Profile. Feb. 16, 2011.
http://www.innovations.ahrq.gov/content.aspx?id=2037
Expanding Interpreter Role to Include Advocacy and Care
Coordination Improves Efficiency and Leads to High Patient and
Provider Satisfaction. Rockville, MD: Agency for Healthcare
Research and Quality Healthcare Innovations Exchange. Innovation
Profile. Feb. 3, 2010.
http://www.innovations.ahrq.gov/content.aspx?id=2726
Fernandez, A. Using Bilingual Clinicians to Overcome Language
Barriers in Health Care. Rockville, MD: Agency for Healthcare
Research and Quality Healthcare Innovations Exchange. Expert
Commentary. Aug. 4, 2010.
http://www.innovations.ahrq.gov/content.aspx?id=2792&tab=2
Health Literacy Tutoring Program Enhances Access to Culturally
Appropriate Education, Increases Knowledge and Skills Among
Health Profession Students and Elder Immigrants. Rockville, MD:
Agency for Healthcare Research and Quality Healthcare Innovations
Exchange. Innovation Profile. July 20, 2011.
http://www.innovations.ahrq.gov/content.aspx?id=2598
Health Literacy Universal Precautions Toolkit. Rockville, MD:
Agency for Healthcare Research and Quality, Apr. 2010.
Toolkit based on the principles of universal precautions, or specific
actions that providers can take to make health information more
understandable for all patients.
http://www.ahrq.gov/qual/literacy/index.html
Health Literacy: Using a Self-Assessment Tool to Guide Quality
Improvement in Primary Care. DiversityRx Your Voice Webinar
Series: Webinar #4. Feb. 4, 2010.
Discusses a new health literacy practice assessment tool, and a
pediatric practices experience in using the tool.
http://www.diversityrxconference.org/Your-
Voice/Webinars/Webinar-4-Health-Literacy/182/
Healthcare 411 [web site].
Provides links to all of the Agency for Healthcare Research and
Qualitys Spanish podcasts, videos, and public service
announcements.
http://healthcare411.ahrq.gov/
Honing Cultural and Linguistic Competence. Rockville, MD: Agency
for Healthcare Research and Quality, n.d.
Web site featuring innovative programs and quality tools for
improving cultural and linguistic competence as well as reducing
health care disparities for vulnerable populations.
http://www.innovations.ahrq.gov/CulturalCompetence.aspx
Hospital Provides Non-English-Speaking Patients with Recording of
Discharge Instructions in Native Language, Leading to Improved
Comprehension and High Satisfaction. Rockville, MD: Agency for
Healthcare Research and Quality Healthcare Innovations Exchange.
Innovation Profile. Mar. 11, 2011.
http://www.innovations.ahrq.gov/content.aspx?id=2869
"I Speak" Language Identification Flashcard. Washington, DC: U.
S. Department of Commerce, U.S. Census Bureau, n.d.
Flashcard to use with patients in identifying 38 languages.
http://www.usdoj.gov/crt/cor/Pubs/ISpeakCards2004.pdf
Improving Patient-Provider Communication: Joint Commission
Standards and Federal Law [video]. Oakbrook Terrace, IL: The Joint
Commission; Washington, DC: U.S. Department of Health and
Human Services, Office of Civil Rights, n.d.
Video highlights what is required by Joint Commission standards as
well as Federal civil rights laws with respect to patients who are
deaf/hard of hearing or limited English proficient. Accompanying the
video is a list of resources and tools that health care organizations can
use to build effective language access programs.
http://www.jointcommission.org/PatientSafety/HLC/video_improvin
g_pt_provider_comm.htm
Informacin en Espaol. Rockville, MD: Agency for Healthcare
Research and Quality.
Web site provides audio and video in Spanish on a wide range of
health care issues, including more than 35 consumer guides on health
care quality, surgery, health conditions and diseases, quitting
smoking, safe use of medicines, understanding health insurance
options and prevention and wellness. Also features "Superhroes," a
national public service campaign to encourage Hispanics to become
more involved in their health care.
http://www.ahrq.gov/consumer/espanoix.htm
Insurer's Multifaceted Approach Facilitates Cultural and Linguistic
Match between Patient and Mental Health Provider, Leading to
Higher Member Satisfaction. Rockville, MD: Agency for Healthcare
Research and Quality Healthcare Innovations Exchange. Innovation
Profile. Aug. 4, 2010.
http://www.innovations.ahrq.gov/content.aspx?id=2863
Language Access and the Law.Minneapolis, MN: Critical Measures,
Jan. 2010.
E-learning program to address legal issues associated with providers
legal duty to provide language access services to limited English
Proficient patients (LEP). The interactive e-learning course is
designed to increase medical professionals' understanding of the
business, medical (quality/safety) and legal reasons for providing
language access services and how to do so effectively. Provides 2.25
hours of CME-accredited instruction.
http://www.criticalmeasures.net/articles-e-learning-released.html
Language Coaches Team with Residents to Help Improve
Patients' Self Care Skills, Leading to Better Diabetes Management.
Rockville, MD: Agency for Healthcare Research and Quality
Healthcare Innovations Exchange. Innovation Profile. Aug. 4, 2010.
http://www.innovations.ahrq.gov/content.aspx?id=2835
Language Services Action Kit - Interpreter Services In Health Care
Settings For People With Limited English Proficiency. Boston: The
Access Project and Washington, DC: National Health Law Program,
Feb. 2004.
Information and resources to support advocates and others working to
ensure that people with limited English proficiency in their state have
access to language assistance services in health care settings.
http://www.cmwf.org/usr_doc/LEP_actionkit_reprint_0204.pdf
Language Testing Options 2008. Fresno, CA: Hablamos Juntos, Jun.
2008.
Resource list of tools available to assess the foreign language
proficiency of prospective interpreters.
http://www.hablamosjuntos.org/newsletters/2008/June/pdf/LangTesti
ngOptions_06-23-08.pdf
Legislation for Language Access by State. North Pembroke, MA:
Manhattan Cross Cultural Group, n.d.
http://www.qualityinteractions.org/cultural_competence/language.ht
ml
Medical Group Uses Physician Incentives, Targeted Recruitment
Efforts, and Patient Matching to Enhance Access to Language-
Concordant Physicians Among Patients With Limited English
Proficiency. Rockville, MD: Agency for Healthcare Research and
Quality Healthcare Innovations Exchange. Innovation Profile. Aug. 4,
2010.
http://www.innovations.ahrq.gov/content.aspx?id=2792
Medical Interpreting Standards of Practice. Newton, MA:
Massachusetts Medical Interpreters Association (now International
Medical Interpreters Association), 2007.
Standards that address the tasks and skills required for medical
interpreting as well as a set of expectations for performance
across institutions.
http://www.imiaweb.org/uploads/pages/102.pdf
More Than Words Toolkit Series. Fresno, CA: Hablamos Juntos,
2009.
A resource developed to clarify the translation process and provide a
roadmap to help health care organizations improve the quality of their
translated materials in order to get better results.
http://www.rwjf.org/pr/product.jsp?id=39591
Multipronged Strategy Leads to a Significant Increase in the
Provision of Interpretation Services to Patients With Limited English
Proficiency. Rockville, MD: Agency for Healthcare Research and
Quality Healthcare Innovations Exchange. Innovation Profile. June
15, 2011.
http://www.innovations.ahrq.gov/content.aspx?id=2089
National Committee for Quality Assurance and Lilly USA, LLC.
Multicultural Health Care: a Quality Improvement Guide.
Washington, DC: National Committee for Quality Assurance, Sept.
24, 2009.
Web-based tool designed to provide a quality improvement
framework for health care organizations seeking to promote more
culturally appropriate care, provide equitable access for individuals
with limited English proficiency, and reduce health care disparities.
http://www.clashealth.org/
The National Board of Certification for Medical Interpreters: How
to Prepare for and Take Our Certification Exams. DiversityRx Your
Voice Webinar Series: Webinar #12. Sept. 20, 2010.
Covers the basic aspects of exams, including a step-by-step
description of the prerequisites, registration process, types of
credentialing, and the scope, topics and format of the written and oral
exams.
http://www.diversityrxconference.org/Your-
Voice/Webinars/Webinar-11-Nat-l-Board-of-Certification-for-
Medical-Interpreters/195/
National Standards for Culturally and Linguistically Appropriate
Services in Health Care. Washington, DC: U.S. Department of
Health & Human Services, U.S. Office of Minority Health, Mar.
2001.
National standards developed to ensure that all people entering the
health care system receive equitable and effective treatment in a
culturally and linguistically appropriate manner.
http://www.omhrc.gov/assets/pdf/checked/executive.pdf
Office Guide to Communicating with Limited English Proficient
Patients. Chicago: American Medical Association, 2007.
Information and resources for physicians and health care staff to
provide better care to patients with limited English proficiency (LEP).
http://www.ama-assn.org/ama1/pub/upload/mm/433/lep_booklet.pdf
Offsite Interpreter Services via Videoconferencing Increases Access
to Culturally Competent Care for Rural, Spanish-Speaking Patients.
Rockville, MD: Agency for Healthcare Research and Quality
Healthcare Innovations Exchange. Innovation Profile. June 15, 2011.
http://www.innovations.ahrq.gov/content.aspx?id=2154
Onsite Clinic Staffed by Bilingual, Culturally Competent,
Interdisciplinary Team Brings Health Education and Primary
Care to Low-Income, Uninsured Workers. Rockville, MD: Agency
for Healthcare Research and Quality Healthcare Innovations
Exchange. Innovation Profile. Sept. 2, 2009.
http://www.innovations.ahrq.gov/content.aspx?id=1834
Paras, M. Straight Talk: Model Hospital Policies and Procedures on
Language Access. Oakland, CA: California Health Care Safety Net
Institute, 2005
Guidelines and models for policies and procedures addressing the
provision of health care services to limited English proficient
patients.
http://www.calendow.org/uploadedFiles/Straight_Talk_Model_Hospi
tal_Policies.pdf
A Patient-Centered Guide to Implementing Language Access Services
in Healthcare Organizations.
Rockville, MD: U.S. Department of Health & Human Services,
Office of Minority Health, Sep. 2005.
Guide to help health care organizations implement effective
language access services to meet the needs of their limited English
proficient patients.
http://www.omhrc.gov/Assets/pdf/Checked/HC-LSIG.pdf
Patient Education Resources. All Languages. Seattle, WA: University
of Washington Health Sciences Library and the Harborview Medical
Center, n.d.
Patient education materials available on the Internet in a variety of
different languages.
http://ethnomed.org/ethnomed/patient_ed/
Physician Incentives, Targeted Recruitment, and Patient Matching
Enhance Access to Language-Concordant Physicians for Patients
With Limited English Proficiency. Rockville, MD: Agency for
Healthcare Research and Quality Healthcare Innovations Exchange.
Innovation Profile. Dec. 22, 2010.
http://www.innovations.ahrq.gov/content.aspx?id=2792
Point-to-Talk Booklets. Boston: Massachusetts General Hospital,
2002.
Booklets to aid limited English proficient patients in communicating
with their caregivers.
http://www2.massgeneral.org/interpreters/pointtalk.asp
Better Communication, Better Care: Provider Tools to Care for
Diverse Populations. Newport Beach, CA: Health Industry
Collaboration Effort, Inc., July 2010.
Resources and tools to assist communication with a diverse patient
population base; communicate across language barriers; increase
awareness of cultural background and its impact on health care
delivery; and provide reference resources for cultural and linguistic
services.
http://www.innovations.ahrq.gov/disclaimer.aspx?redirect=http%3a%
2f%2fwww.iceforhealth.org%2flibrary%2fdocuments%2fICE_C%26
L_Provider_Toolkit_7.10.pdf
Rapid Estimate of Adult Literacy in Medicine. Rockville, MD:
Agency for Healthcare Research and Quality, Jan. 2009.
Word recognition test to provide clinicians with a valid quick
assessment of patient health literacy.
http://www.ahrq.gov/populations/sahlsatool.htm
Recognizing Innovation in Multicultural Health Care Award.
Washington, DC: National Committee for Quality Assurance.
Annual award recognizing innovative practices that improve the
delivery of culturally and linguistically appropriate services.
http://www.ncqa.org/tabid/451/Default.aspx
Revamped Processes and Systems Enhance Access to High-Quality
Interpretation Services for Patients With Limited English Proficiency.
Rockville, MD: Agency for Healthcare Research and Quality
Healthcare Innovations Exchange. Innovation Profile. Mar. 31, 2010.
http://www.innovations.ahrq.gov/content.aspx?id=2657
Roat, C. E. Addressing Language Access Issues in Your Practice: A
Toolkit for Physicians and Their Staff Members. San Francisco, CA:
California Academy of Family Physicians, 2005
Presents a systems approach to redesigning medical office practices
to provide the highest quality care possible to limited English
proficient patients.
http://www.familydocs.org/assets/Multicultural_Health/Addressing%
20Language%20AccessToolkit.pdf
Sampson, A. Language Services Resource Guide. Washington, DC:
National Health Law Program, Oct. 2006.
Comprehensive guide to assessing language access needs, developing
a plan, identifying resources, and conducting interpreter training.
http://www.healthlaw.org/library/item.118835-
Language_Services_Resource_Guide_for_Health_Care_Providers_O
ct_06
Short Assessment of Health Literacy for Spanish Adults. Rockville,
MD: Agency for Healthcare Research and Quality, Jan. 2009.
Health literacy assessment tool containing 50 items designed to assess
a Spanish-speaking adult's ability to read and understand common
medical terms.
http://www.ahrq.gov/populations/sahlsatool.htm
Spanish language guides. Rockville, MD: Agency for Healthcare
Research and Quality, Sept. 7, 2010.
Series of free evidence-based guides designed to help Spanish
speakers understand and compare the risks, benefits and side effects
of treatments for eight health conditions.
http://effectivehealthcare.ahrq.gov/index.cfm/informacion-en-
espanol/
Speaking Together: Tools for Improving Language Services Delivery.
Washington, DC: Speaking Together: National Language Services
Network, 2007.
Tools and ideas for hospitals to use in facilitating effective patient
communication in their institutions.
http://www.speakingtogether.org/media/file/ToolsDocumentFINAL0
4-03-08.pdf
Toolkit for Making Written Material Clear and Effective. Baltimore,
MD: Centers for Medicare and Medicaid Services, Sept. 2010.
A set of tools to help health care providers and others make written
material in printed formats easier for people to read, understand, and
use.
http://www.cms.gov/WrittenMaterialsToolkit/
Tools to Address Disparities in Health: Communications Resources
to Close the Gap. Washington, DC: Americas Health Insurance
Plans, 2006.
Compendium of resources for health insurance plans, physicians, and
health care organizations that incorporating culturally and
linguistically appropriate messages into communications with
consumers.
http://www.hablamosjuntos.org/resources/pdf/AHIP_Communication
sResources_to_Close_the_Gap_%20may2006.pdf
Two Tablets...Pero Cundo? Addressing Language Barriers in the
Pharmacy. DiversityRx Your Voice Webinar Series: Webinar #3.
Dec. 11, 2009.
Describes initiatives in three states to improve communication in
pharmacies.
http://www.diversityrxconference.org/Your-
Voice/Webinars/Webinar-3-Meds-LEP/165/
Unified Health Communication 101: Addressing Health Literacy,
Cultural Competency, and Limited English Proficiency. Rockville,
MD: U. S. Department of Health and Human Services, Health
Resources and Services Administration, 2009.
Free online learning tool designed to help health care professionals
Improve patient communication skills, increase awareness and
knowledge, and implement patient-centered communication practices.
http://www.hrsa.gov/healthliteracy/training.htm
Urban Clinic Provides Free, Bilingual Primary and Specialty Care to
Uninsured, Undocumented Immigrants. Rockville, MD: Agency for
Healthcare Research and Quality Healthcare Innovations Exchange.
Innovation Profile. Feb. 3, 2010.
http://www.innovations.ahrq.gov/content.aspx?id=2275
What Is Cultural and Linguistic Competence? Rockville, MD:
Agency for Healthcare Research and Quality, Feb. 2003.
Definitions of cultural and linguistic competence.
http://www.ahrq.gov/about/cods/cultcompdef.htm
Working with Linguistically Diverse Populations. Washington, DC:
National Center for Cultural Competence, n.d.
Provides answers to frequently asked questions about how to
implement language access services.
http://www11.georgetown.edu/research/gucchd/nccc/features/languag
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