Hospitals chip at language walls

Maria Cruz covered her head with a blanket while everyone at OU Medical Center prepared for a tornado some years ago.

She was frightened and had no idea what was going on. It wasn't until a Spanish-speaking employee asked her why she was still in her room that she understood.

"Nobody speaks Spanish anywhere,” Cruz, an Edmond resident, said in Spanish.

OU Medical Center later began a round-the-clock interpretation service for Spanish-speaking patients.

Hospitals have various ways of serving non-English speakers, from trained interpreters on the phone — called "language lines” — to using non-medical bilingual employees.

One thing is certain: The need isn't going away. The federal government also requires that interpreting be made available to patients.

Monica Flores often must take time off work to accompany her mother, Cruz, to visit the doctor.

Flores credits Oklahoma Community Health Services, where she works, for being flexible enough to allow her to help her mother.

"I have to be with her most of the time,” said Flores, 35.

Cruz, 64, said she is too old to learn English but encourages others to do so.

She has been in Oklahoma for decades. Previously she was in Los Angeles, where most people around her could speak Spanish.

"That's why I never put too much effort into learning English,” she said.

OU Medical Center has 12 interpreters trained in medical terminology. They carry phones, taking calls from medical personnel who ask them for assistance.

Interpreters also meet with patients, helping them feel more comfortable.

"You'll be amazed when you walk in the room and the patient sees you, their face just changes,” said Migali Salazar, interpretation services coordinator for the hospital.

OU Medical Center averages 2,000 to 2,200 interpreter sessions a month — up from about 300 a month four years ago when the program began.

Interpreters bring cultural understanding to the hospital room or clinic, Salazar said.

Jake Bramlett, a registered nurse and director of the emergency room at Mercy Memorial Health Center in Ardmore, said he would like to hire Spanish-speaking caregivers but hasn't had any luck.

"There's no question it's a challenge,” he said.

Because of the complexity of accurately translating medical information, Bramlett said, the hospital primarily uses a language line. Having a loved one translate can be risky.

"If you tell someone they've got a ruptured appendix, how do we know that's clearly communicated to the patient?” he said, explaining that using the phones can help protect the hospital from liability.

St. Mary's Regional Medical Center in Enid has a Web site with translations of common words and sentences. The hospital also uses Spanish-speaking staff to interpret.

Integris Health five years ago began its Hispanic Initiative, which includes screenings, as well as computer and health-related classes.

Integris offers its HealthLine information and referral service in Spanish.

Integris also offers Spanish classes for employees and daylong immersion programs to the public.