Language Services

NOTICE: Please Avoid Using Minors, Family Members, or Friends as Interpreters

Federal law prohibits providers and staff from recommending or requiring the use of family or friends to interpret, or requesting them to provide their own interpreter. Interpretation services must be available at the time of the appointment. Minors should never be used as interpreters except in the case of an emergency involving imminent danger or threat to the safety and welfare of an individual or the public where there is no qualified interpreter available. If you use a minor, document the reason a minor was used.

Similarly, an adult may be used to interpret or aid in communication in an emergency involving imminent danger and there is no qualified interpreter available or; when the limited English proficient (LEP) individual specifically requests that an accompanying adult interpret, the adult agrees and reliance on that adult is appropriate.

Bilingual providers and staff are considered qualified to provide language services if they have a demonstrated proficiency in speaking and understanding both English and at least one other language, including any necessary specialized vocabulary, terminology, and phraseology; are able to effectively, accurately, and impartially communicate directly with individuals with limited English proficiency in their primary language. Iowa Total Care verifies language capability of health plan staff through bilingual assessments in target languages and through the hiring, training and evaluation process for staff in English. Members should always be advised of the risks of using an untrained interpreter could result in miscommunication of medical information and compromise quality of care. It may also cause embarrassment when discussing sensitive topics.

If a member declines interpretation services, it is best practice that providers document such in the medical record at the time of service. It is also recommended that an interpreter be offered for every encounter regardless of whether the member has refused the service in the past and that each offer be documented in the members chart.