Lanuage Assistance Program

Interpretive Services

California health plans provide free of charge to all their members, oral interpretive services to LEP members at all medical points of contact. This does not apply to senior members.

Health Plan Oral Translation Services

Tips For Working With Telephonic Interpreters

Telephonic interpreter services allow for immediate contact with a professional interpreter. Here are some strategies to optimize communication:

• If possible, speak to the interpreter privately prior to the contact, providing relevant information regarding the member and the important information to convey.
• Interpreters are not allowed to rephrase or clarify. Encourage the interpreter to request clarification or to redirect explanations as needed.
• Direct the conversation to the member, not the interpreter. • Use short sentences limited to a single concept if possible. • Allow adequate time for the interpreter to convey the information in the member’s language.
• Avoid medical jargon or technical explanations unless they are requested by the member. • Avoid interrupting the interpreter. • If the member’s non-verbal cues indicate confusion, ask the member to summarize or restate what has been communicated.

We at Torrance Hospital IPA sincerely hope this information is useful in your everyday encounters with Limited English Proficient members.