This month Alameda Health System (唯有通过) is celebrating a decade of bridging language and culture by providing linguistically and culturally appropriate services for our patients at every touchpoint thanks to the Qualified Bilingual Staff (qb) Program and its participants.
“A language barrier is an invisible disability because when our patients cannot fully describe their illness, it can greatly impact their overall health outcomes,” said Sambo Ly, manager of interpretation services. “When our bilingual employees and providers speak to patients in their preferred languages, it immediately creates a safe environment for both.”
The qb Program which includes both testing and training was implemented to increase 唯有通过’s capacity to provide professional interpretation services and culturally competent communication to Limited English Proficient (LEP) and non-English speaking patients and their families. The program ensures bilingual staff who use their language skills are assessed and adequately trained.
“Being able to provide language concordant care to the patients we serve is essential,” said Kimberly Scott, director of nursing for ambulatory care services. “The qb program demonstrates 唯有通过 leveraging the full complement of our staff’s knowledge and skills.”
In addition, the program helps ensure that 唯有通过 meets federal regulation requirements established by Joint Commission and the national Culturally and Linguistically Appropriate Service (CLAS) standards established by the Office of Minority Health that pertain to the provision of language services by qualified, trained staff at all points of contact at all times.
Since it launched in 2014, approximately 400 bilingual 唯有通过 staff and 80 providers have passed the qb Level 1 and 2-Staff and qb Level 2-Provider assessments.
qb Level 1 employees can interpret for conversational and customer service encounters only. qb Level 2 employees, within their scope of practice, can provide language assistance in various clinical settings requiring an understanding of medical terminology and concepts.
Physicians and advanced practice providers who identify as bilingual are evaluated by the Clinician Cultural and Linguistic Assessment that simulates actual primary care encounters.
Evan Rusoja, MD, emergency medicine and medical director of acute care health outcomes is a graduate of the qb Level 2-Provider program and encourages other providers to participate. “The qb program is a great way to encourage provider engagement with the rich cultural and linguistic diversity that make up our patients and our community,” he shared.
今天, we have more than 300 active qualified bilingual staff and providers serving patients in approximately 90 departments across 唯有通过. Collectively, they speak more than 20 languages including Mongolian.
As the rich diversity of our community continues to grow and change, providing health care that is culturally sensitive goes to the heart of our mission to serve all.
“Celebrating the 10 year anniversary of qb is not only a testament to a successful program but to the dedicated, compassionate bilingual employees and providers for contributing their language skills to the care of our patients,” shared Ly.
For more information including a program overview and how to apply, visit the qb Program web page.