'No hablo Ingles'
Kaleida Health offers language assistance program
by JILL SCHMELZER Reporter
Envision it: a person is rushed to the hospital for

Jennifer Hamilton demonstrated how the Language Assistant Program handset works at Millard Fillmore Suburban Hospital. She is the liaison for the hospital. Photo by John Rusac

pains in his abdomen but doesn't know how to communicate his symptoms. The man does not speak English. He is having a hard time showing doctors the location of the pain and how much it hurts.

Kaleida Health developed a language assistance program in 2001 intended to serve patients with limited English proficiency.

For instance, at Millard Fillmore Suburban Hospital in Amherst a non-English-speaking patient is asked to use a special telephone which is identified by the color pink.

On one end of the telephone is the patient, who selects from various options based on which language he or she speaks. On the other end is the doctor.

As the patient speaks, a live interpreter is connected to the line to translate as the doctor and patient communicate, according to Valerie DeBerry, director of diversity programs and employment at Kaleida Health.

The program provides assistance for more than 150 languages. Spanish is the leading language translated, followed by Russian and Somali-Bantu, said DeBerry.

Kaleida officials decided to embark on the service because they knew there was a need for it, DeBerry added, noting that New York State implemented a requirement for similar programs for health care and certain types of organizations.

"Both legally, morally and ethically there was a need to provide this service to those who don't speak English," said De- Berry.

Millard Fillmore also has in-house interpreters, primarily Spanish translators, who interpret the patient's symptoms for the doctor and the doctor's treatments to the patient. However, use of the telephone interpreter is also available.

At Millard Fillmore, the telephonic interpretation was used more than 125 times in 2005.

"Our opportunities and usage of face-to-face interpretation is increasing," said DeBerry.

The hospital isn't the only place that uses interpreters. The Amherst Police Department often runs into language barrier situations.

Assistant Chief John Askey said some officers speak Spanish, but when needed, the department collaborates with the Border Patrol and interpreters from the University at Buffalo.

Interviews are done either on the phone or in person depending on the situation and availability, Askey said.

He noted that many nonemergency situations are conveyed over the phone by family members.

For more information, visit www. kaleidahealth. org.

e-mail: jschmelzer@beenews.com