The language of care

Imagine walking into a hospital where the language spoken is not your own. The signs, the forms, the conversations around you — all a blur of unfamiliar words. It’s a daunting experience, one that can make even the most routine medical visit feel overwhelming.

But communication is the cornerstone of effective healthcare. That’s why the Department of Interpreter Services at Geisinger has developed a robust interpreter program: so that every patient, regardless of the language they use, feels heard and understood.

Interpreter services are a lifeline for patients who might otherwise have trouble communicating with their healthcare providers. The program supports a range of languages, including Spanish, American Sign Language (ASL) and over 250 other languages through Language Line on an iPad. This comprehensive approach means no patient is left behind, no matter their linguistic background.

The human touch: Certified interpreters

At the heart of Geisinger’s interpreter services are the dedicated professionals who make it all possible. They’re more than just language interpreters — they are cultural bridges who help patients feel comfortable and respected. These interpreters play a crucial role in preventing misunderstandings, promoting trust and protecting patient safety.

For Cindi Brown, a certified ASL interpreter, there’s no such thing as a typical day. What she does depends on the patient’s schedule, such as surgeries or inpatient and outpatient procedures; employee needs, such as interviews and hirings; what’s happening in the ER; and whether patients need services on site or through video appointments. Ms. Brown travels to wherever she’s needed throughout the Geisinger service area.

“Most deaf people struggle with reading and writing English, because it isn’t their primary language — ASL is,” she says. And because there are no written representations of words in ASL, medical info can be difficult for the patient to understand when it comes in the form of flyers, brochures or other written materials.

Further complicating the issue is another common misperception. “Some people think all deaf people can read lips, but most can’t,” Ms. Brown says.

For deaf and hard-of-hearing patients who could hear at one time, captioning services through CART (Communication Access Realtime Translation) are used. These patients typically don’t know sign language, but can read English. A captioner is connected remotely to an iPad or iPhone and types out the conversation in real time. This service can be scheduled through an interpreter and can be used anywhere for any procedure or appointment.

MJ Monterrosa-Martinez, a trained Spanish interpreter, emphasizes safety and trust in patient interactions. “Safety begins with communication,” she says, “and I really want everyone to put themselves in the patient's shoes. They come from different countries. They speak a different language. If that was you, you would want to feel welcome and well-treated, and you would want to communicate in a language that makes you feel safe and familiar.”

She’s seen firsthand how interpreter services have that very effect. Once, when Ms. Monterrosa-Martinez was interpreting for a female patient in her 40s, a nurse asked the patient a standard question: “Have you ever experienced abuse of any kind?”

The patient looked back and forth between her nurse and her interpreter, then asked if her response would remain confidential. When Ms. Monterrosa-Martinez assured her it would, the patient teared up, grabbed her hand tightly, and said she was abused as a child. She’d never told anyone.

Ms. Monterrosa-Martinez credits the confession to the patient feeling comfortable and safe with someone who spoke her language and had a similar ethnic background. The feeling of safety leads to trust — an essential part of the patient/provider relationship.

The ripple effects of better communication

The impact of interpreter services extends beyond just a patient’s immediate understanding of a sentence. Clear, effective communication reduces unnecessary readmissions and ER visits. Patients who feel understood and supported are more likely to adhere to their treatment plans, leading to better health outcomes.

Geisinger’s interpreters play a vital role in educating staff and patients about the importance of communication in healthcare. They make sure both groups understand the patients’ right to have an interpreter — and the potential risks of not using one.

A community of care

This commitment to providing interpreter services underscores Geisinger’s dedication to our communities. Breaking down language barriers improves patient care and fosters a sense of belonging and support. In a world where language can be a barrier, interpreter services are a gateway to the care everyone needs and deserves.

“It doesn’t matter what language we speak or where we come from, we’re all human beings,” Ms. Monterrosa-Martinez says. “The language of love and kindness is always understood.”

If you need interpreter services at your next visit, tell the staff. They’ll make arrangements ahead of your scheduled appointment to allow enough time to find an interpreter.

“Some languages are more challenging,” says Rebecca Ruckno, director of language services. “Patients may have to wait for an interpreter because there just aren’t very many.”

If at any time you need a professional non-English spoken or sign language interpreter, ask your care team member or a Geisinger staff member.

Watch MJ Monterrosa-Martinez explain her work in her own words. 

This story originally appeared in the fall issue of PA Health, our quarterly full-color magazine filled with wellness tips, inspiring stories and more.

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