Improving the Patient Experience for Limited English Proficient (LEP) Patients

Presenters from Harris Health System include:
David Riddle, Director, Patient/Customer Relations
Jessica Segal, Director, Patient Experience and Operations
Graciela Zozaya, Manager, Interpretation Services

Harris Health System provides healthcare services to patients who speak over 80 different languages. The need for improved communication with limited English proficient (LEP) patients has risen steadily. To address these issues, a plan was developed to implement new tools to aid in communication and to create a call center that would help the interpreters reach more patients and provide better access and quality of care, as well as increase the safety of the patients. In addition, the system is implementing widespread use of other tools. This presentation will address Harris Health Systems strategies to communicate with Limited English proficient patients and the results they have seen.