Roberto Ramos, Jenna L Davis,
Abstract
There is robust and compelling evidence of the pervasiveness of health disparities experienced by groups with limited English proficiency and other diverse communication needs. These disparities have a significant impact on the quality of care and healthcare outcomes. This paper describes the institutional efforts of the H. Lee Moffitt Cancer Center and Research Institute in responding to the diverse language and communication needs of its patients and their families. Information is presented on Moffitt’s approach to the development and implementation of comprehensive language and communication services in a hospital-based setting. Moffitt’s Language Services Program is designed to improve access to and care of patients with diverse language and communication needs by offering high-quality, culturally competent and professionally delivered interpretation and translation services, in a centralised and consistent manner. The programme includes face-to-face and telephone medical interpreting, video remote interpreting (VRI) (verbal and signed), and translation (written) at no additional cost to the patient. This Language Services Program provides an example to other healthcare institutions, particularly cancer centres, with regard to building the necessary critical structures and implementing promising strategies to meet the language and communication needs of all patients and family members.