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CHIA Webinar: Service Matters: The Role of the Interpreter in the Patient Experience

When
12 Oct 2017
10:00 AM - 11:30 AM
Location
Online Webinar

Registration

Member - CHIA Webinar October 12, 2017 – $15.00
Non-Member - CHIA Webinar October 12, 2017 – $25.00

Registration is closed

Presenter: Nick Arce, CHI^TM, CMI, MA, MLIS

An American Sign Language interpreter will be on screen interpreting throughout the webinar.

CEU Information:

RID: 0.15 (1.5 hours) Professional Studies CEUs

CCHI: 1 Continuing Education hours
NBCMI and IMIA accept CCHI- and ATA-approved continuing education hours.

Learning objectives:
1) Define the Patient Experience

2) Understand the importance of the Patient Experience and how healthcare interpreters can contribute towards improving HCAHPS/Patient Satisfaction Survey scores

3) Learn terminology and phrases associated with satisfaction surveys and patient experience best practices

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.

Nick Arce works as the Director of Patient Relations 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 also Associate Professor of Medical Spanish at Charles Drew University’s Physician Assistant Graduate Program. 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.