From ‘failure to communicate’ to ‘happy to translate’ at SCRMC

By Judy Smith For the Leader-Call

South Central Regional Medical Center translation services members Charity Lara, right, and Daniela Morena Nava assist a Spanish-speaking patient. (Photo by Darryl Speir)

Imagine being injured and needing medical care in an area where individuals do not speak the same language as you do. Besides the fear and pain that accompanies a medical emergency, there’s the frustration — of the patient and family members as well as medical staff — of not being able to communicate.

This is an all-too-common scenario in medical facilities across the United States. But South Central Regional Medical Center officials are working to ensure that such situations do not happen at their facilities.

On Dec. 18, SCRMC welcomed back in-house translation services to the hospital. Translators are once again on hand in the facility to assist non-English-speaking patients and families. Their services are offered throughout the week during regular business hours, and there is always a translator on call at night and on weekends.

Prior to the introduction of interpreters, the hospital used a Cyracom system, which combines the use of telephone and iPad connections. The system is still used in after-hours, non-emergency situations, but there are certain situations that the service is just not well equipped for, such as active labor and end-of-life care. Translators are always on hand for those critical moments, SCRMC officials said.

Translator Maria Estes is passionate about her work, which is evident when she talks about the chance to provide a more personal touch during these often-stressful experiences.

“We are the ears and the mouth of the patient, and we assist the patients in their times of inability,” Estes said. “This helps to prevent any medical errors and will ensure better care for the patients.”

Estes’ compassion and caring nature are assets for her position — and patients and their families. She has the ability to communicate with them and medical staff while focusing on keeping patients calm.

“It is my passion to help others and make them feel comfortable and trust us when we care for them,” Estes said. “I love the interaction with the people and getting to meet them and know them. It is so wonderful to see patients improve after they have a procedure or surgery done here. Some may have to come to the ER and stay on the floor for a few days, and we love to see them going home feeling better and being healthy.”

At every point of entry into the hospital, staff members are well versed on how to help non-English-speaking patients. When Hispanic patients seek help, the staff alerts the Translation Services Department for assistance.

“One of the main regulations for hospitals is to have someone on hand for translation purposes 24/7, and the Cyracom program that we used was to bridge any gap that we may have had in translation issues,” said Alecia Bigler, director of Translation Services. “So we tried that system and found that it was just not effective and didn’t have that personal, human connection. And we found that we really had a need for personal translators as the Hispanic population in Jones County has increased.”

It has proved beneficial in times of routine care and especially emergencies. Bigler and the Translation Services team worked with the administration to bring back the personal aspect to the SCRMC facilities. The program has also benefited efforts in the promotion of health equity, making sure that all patients receive the same high level of care.

Estes has been with families in various situations during her time working at the hospital. Her presence has been particularly valuable when patients are in the end stages of their lives.

“When you are with the family and they are about to lose a family member, it’s important to be with them because they are so vulnerable. They don’t know what is going on. They don’t know what is going to happen,” Estes said. “Being with them makes a difference, and they will always be thankful that they have someone there who can help them to understand the doctors in those moments of darkness. It is important for us to be there for the families and let them know that they are not alone. They have someone who understands their pain, and we are there to offer a comforting touch and compassion during this time.”

“One of the main regulations for hospitals is to have someone on hand for translation purposes 24/7, and the Cyracom program that we used was to bridge any gap that we may have had in translation issues,” said Alecia Bigler, director of Translation Services. “So we tried that system and found that it was just not effective and didn’t have that personal, human connection. And we found that we really had a need for personal translators as the Hispanic population in Jones County has increased.”

It has proved beneficial in times of routine care and especially emergencies. Bigler and the Translation Services team worked with the administration to bring back the personal aspect to the SCRMC facilities. The program has also benefited efforts in the promotion of health equity, making sure that all patients receive the same high level of care.

Estes has been with families in various situations during her time working at the hospital. Her presence has been particularly valuable when patients are in the end stages of their lives.

“When you are with the family and they are about to lose a family member, it’s important to be with them because they are so vulnerable. They don’t know what is going on. They don’t know what is going to happen,” Estes said. “Being with them makes a difference, and they will always be thankful that they have someone there who can help them to understand the doctors in those moments of darkness. It is important for us to be there for the families and let them know that they are not alone. They have someone who understands their pain, and we are there to offer a comforting touch and compassion during this time.”