Service Matters: The Role of the Interpreter in the Patient Experience
Presenter: Nick Arce, CHITM, CMI, MA, MLIS
Saturday, June 24, 2017
Sign-in 8:45 AM Sign-in
Training from 9:00 AM to 1:15 PM (includes one 15-minute break)
Light refreshments will be provided.
West Covina Public Library
Main Meeting Room
1601 W. West Covina Pkwy
West Covina, CA 91790
Google Map Directions: Directions will also be included with the confirmation of your registration.
Parking: Large free parking lot available next to the building.
Registration: Thru 6/20/17 After 6/20/17
CHIA-Member $80.00 $100.00
Non-Member $100.00 $120.00
Pre-registration online is required.
Araceli Murphy, CHITM
CCHI: 4 Instructional hours
IMIA / NBCMI accept CEUs approved by CCHI and ATA.
During the past decade, hospitals across the nation have focused on improving their Patient Experience, particularly since patient satisfaction data is now publicly reported, enabling patients to make informed choices about how and where they receive their care. CMS gauges hospitals on patient experience at the national level through HCAHPS scores which impacts value-based purchasing and reimbursement. Effective communication is a critical component of satisfaction and given that interpreters play a pivotal role in bridging communication barriers, they directly impact the overall experience of limited English proficient patients and families. This presentation defines the Patient Experience, reviews terminology/phrases associated with Patient Satisfaction, including but not limited to patient surveys & difficult conversations related to patient complaints. The concept of “professionalism” is an essential tenet of any Interpreter Code of Ethics, this presentation will include a review of how interpreters can exceed Service Expectations for all key stakeholders, including patients, providers, hospitals, and agencies.
Mr. Arce works as the Director of Customer and Interpreter Services at Long Beach Memorial Medical Center, Miller Children’s and Women’s Hospital, and Community Hospital Long Beach. Throughout the past decade, Nick has worked as a healthcare interpreter, served on the CHIA Board, and taught healthcare interpreting at CSU Fullerton and Denver University. He is certified by both CCHI and NBCMI, received his MA in Spanish Linguistics and Literature, Master of Library and Information Science, Bachelor of Arts in Translation and Interpretation Studies, and studied abroad at the Universidad Complutense de Madrid.