All client-facing sites, screens and email reminders include language around Foodsmart offering interpretation services to help our patients communicate with their care providers.
Before connecting with the client
Follow these steps if you have not yet called a client who needs support in another language:
Dial (844) 722-0892
For Spanish, press 1
For Vietnamese, press 2
For Other, press 3
Allow the interpreter to introduce themselves and provide their Interpreter ID.
Introduce yourself to the interpreter.
How to add the language line in when your member is already on the call
Open the Dial Pad: If your dial pad isn't visible, navigate to Participants > Invite > Zoom Phone within the Dynamic Zoom Room.
Notify the Member: Inform the member that you are connecting to a language interpreter.
Dial the Language Line: Enter the language line phone number and press Call.
Select Language: Once the automated system answers, open the Keypad and select the number for your desired language.
Merge the Call: Click Hide Keypad in the top-left corner. This will reveal the Complete Meeting Invite button; select it to bring the interpreter into the Zoom room.
DO NOT select "complete meeting invite" BEFORE selecting the language.
Discovering language needs during the visit
While our scheduling flow does have a filter for language needs, many patients do not see or use this function and end up scheduling with the soonest available RD. As a result, you sometimes won't know that they require a bilingual RD or interpreter until the time of the visit. In these cases please inform the patient that you will be calling back shortly with an interpreter and follow the steps mentioned above.
Most of our patients who speak another language speak Spanish. If you're able, please explain to them that you're going to get an interpreter to call them:
Hi, I'm your dietitian from Foodsmart, and I'm looking forward to working with you; please hold for a few minutes while I get an interpreter on the line?
Hola, soy su dietista de Foodsmart y tengo muchas ganas de trabajar con usted. Por favor espere unos minutos mientras pongo un intérprete en la línea.
What to expect
The interpreter will ask if your client is already on the call or needs to be contacted. Provide the interpreter with the client's name and phone number. The interpreter will also ask how you would like to be introduced. Ask the interpreter to reference your role, the Foodsmart, and the purpose of the call. The interpreter will also ask if you would like to leave a voicemail if the client does not answer. Your voicemail message should include your name, Foodsmart, the reason for the call, a good call back number, and a request for the client to provide a preferred callback date and time.
The interpreter will put you on hold to dial the client. There are three likely outcomes:
The client picks up. In this event, the interpreter will merge the calls and introduce you.
The client does not answer. In this event, the interpreter will merge the calls and leave the voicemail you provided before the call.
The client does not answer and you're unable to leave a voicemail. You can follow the steps for the No Show Processes
Can I request a specific interpreter?
Yes, RDs can schedule and request interpreters using the interpreter ID number.
Caregiver Translating Instead of Translation Service
If a member declines professional translation services and consents to having a caregiver, family member, or health care proxy translate during a telehealth visit;
RD must make clear that professional translation is available and free to the member. If a member clearly declines and requests a family member, caregiver, or other person to provide translation instead, we can honor the member's wish.
RD should document this exchange (their offer and the member's request) in their notes in the subjective notes.
Member should be present for entire visit
Member may change their mind at any time
If there is any sign of pressure or potential abuse from the other person, RD should follow the SOP on potential abuse situations and switch to professional translator
If possible, the RD should also obtain additional information about the caregiver or party providing translation in the care coordination notes for future visits.
Prohibited use of a friend or family member under 18 years old as a translator, even when requested by the member.
How to use ASL
Click Telehealth.LanguageLine.com for your ASL support
Enter Authentication Code: KR7HDH83XV
Copy and Paste your Zoom Invite URL- then Connect within Seconds
(Please make sure you are in the Zoom call before sending the request)