Beginning May 1, both CLI telephone and Stratus video interpreters will be asking the department units and Platte Valley Medical Group clinics for their specific eight (8) digit account number when using their services. We will no longer use the four digit department account numbers. For your convenience, the correct number has been placed on every Stratus iPad. For CLI telephone interpreters, the unit directors and clinic managers can provide you with the appropriate account number for that specific unit. You can also contact Lidia Puga for further information at 303-498-1905 or by e-mail at Lidia.Puga@sclhs.net.
As Platte Valley grows, so do the needs of those who may need an interpreter. Here is a recap of the options available to you when an interpreter is needed:
- For SPANISH language needs during regular business hours Monday through Friday, try the hospital interpreter FIRST
- If no answer at ext. 1905 (it also dials the spectralink phone ext.), then PLEASE send a page to let the interpreter where she can reach you as soon as she is able to.
- If after 5 minutes the Spanish interpreter has not responded, the PVMC operator can confirm if the Spanish interpreter is in house. If the interpreter is not on-site, please use one of the alternative options listed below:
- The Stratus iPad video (located in the main clinical departments)
- The CLI telephone interpreters which you can reach at 1-888-304-0761.
- The next option is any associate whom has been qualified by PVMC to interpret in their individual units.
Family should NEVER be used for medical situations (unless the patient and/or family have specifically asked not to use an interpreter). In these circumstances, please make sure to document the refusal for use of interpreter services in the patient’s medical record.
Have you been having problems with accessing an interpreter by video or telephone? Do you know whom to call, what to do or what other options are available? Below are some tips that can help you:
- If you are using the video service and the iPad is not connecting please make sure the Wi-Fi is set to “SCLHS” and not PVMC.
- Try rebooting the iPad if it seems to be “stuck”. In order to avoid delays, get the interpreter on the screen before the provider needs to speak to the patient.
- On occasion, the video and telephone interpreters may take a couple of minutes to respond but should not take longer than this, if you see that it is taking too long, hang up and redial.
- If calling the phone interpreter and it rings continuously with no answer, hang up and call again.
- You can ask for a gender specific interpreter in most cases (this may depend on the language needed at the time and availability).
- If any issues with the iPad, please contact Stratus Customer Service at 1-855-663-1231. SCLHS technical team does NOT service the iPads.
- If there is static when speaking to the telephone interpreter, ask if they are using a headset and if they can turn it off, this can resolve the static in most cases.
- For ED department: if you are missing a dual handset black phone in one of the treatment rooms, please contact Lidia Puga at 303-498-1905 for replacement.
For ANY and ALL interpreter concerns (i.e., misinterpretations, loud background noises, etc.) please report as soon as possible to Lidia Puga at 303-498-1905 or email at Lidia.Puga@sclhs.net in order to address these issues in a timely manner. Thank you for your assistance in providing excellent care always.
A few changes have been made since January 1. One of them is the department accounting codes used for accessing video and telephone; it will change from a four digit code to an eight digit number. Please make sure you know your department code so that you are able to provide this to the video or phone interpreter.
If you have any questions, please contact Lidia Puga at 303-498-1905.
Platte Valley has now added a videophone, to provide interpretation services for our deaf and hard of hearing population. The videophone is located in a small booth inside the ED waiting area, to the left of the ED entrance. This videophone will allow deaf visitors and/or patients to make outside “calls” as needed at no cost to them. Videophones are familiar tools in the deaf culture, and this piece of equipment is strictly for the use of our deaf and hearing impaired patients or visitors, as part of improving communications for our deaf population. No training is required for staff, however, if the equipment isn’t working properly, please call the troubleshooting phone number located on the monitor of the videophone. If you have any questions regarding the videophone, please contact Lidia Puga at X1905.
Here are some tips and reminders to help you continue to use our telephone and video interpreter services effectively.
We are now at the point where our Kronos numbers are being phased out and replaced with our SCL associate number (Sxxxxxx). After June 30 you will no longer be able to use your Kronos number when accessing Interpreter Services.
NOTE: Below are the clinics with access to the interpreter services. These DO NOT apply to clinics not listed below:
- High Plains Heart and Vascular Center
- Mountain View Orthopedics
- Apex Surgical Partners
- Work Wellness (Fort Lupton)
- Integrative Internal Medicine (Brighton and Reunion)
- Eagle Ridge (Brighton, Fort Lupton, and Reunion)
Below are some tips and FAQs for using the interpreter services.
- As we continue the transition over to SCL, your employee number will be replaced with your SCL associate number (Sxxxxxx). This means you will now be asked by the Certified Languages Inc., (CLI: phone interpreters) and Stratus (video interpreters) for your SCL associate number and not your Kronos employee number.
- Physicians will continue to use P123456 (until further notice)
- Contracted staff will use C123456 (until further notice)
- If you are having issues with a phone or video interpreter (i.e., noisy background, suspected interpretation errors by interpreter, etc.), please ask to be transferred to another interpreter or hang up and call back. Please report any phone or video interpreter issues by phone at 303-498-1905 or email Puga@sclhs.net in order to report these incidents in a timely manner.
- ED ONLY: If the black dual handset phone is not working or you are missing one, please call Lidia Puga at x1905 to replace it.
- If there is no answer please page Lidia on the Intranet paging system or by calling 303-826-1270.
- Keep in mind when using the video interpreters that since it is on a wireless network, the call can drop if the signal is weak (the iPad is moved around). In these instances, please use the phone interpreters.
- The list below indicates the languages available by video Monday through Friday with some available also on the weekends. Please refer to the iPad language screen to see the actual times that particular language is available.
A Stratus representative for video interpreters and a representative from Certified Languages International (CLI), a new telephone interpreter company will be coming out for the Video Remote Interpreter (VRI) AND Over-the-Phone (OPI) training sessions tomorrow, Wednesday August 17 and Thursday, August 18. They will be going to all units for training as well as offering training sessions in Conference Room B to accommodate as many associates as possible.
Wed – Aug 17
7 – 11 a.m. Individual Units
1 hour sessions in Conf. Rm. B
- 1:00 p.m.
- 2:00 p.m.
- 3:00 p.m.
- 4:00 p.m.
Thu – Aug 18
3 – 7 p.m. Individual Units
1 hour sessions in Conf. Rm. B
- 10:00 a.m.
- 11:00 a.m.
- 1:00 p.m.
- 2:00 p.m.
As part of meeting the interpreter communications compliance with Joint Commission, training and competency in using the interpreter services will be a requirement. It is recommended that every associate who has direct/indirect patient contact or answers incoming calls, attend a session to become familiar with the new services.
Clinical (MOB) staff are invited to join the training sessions to see the new services that will be coming their way soon.
If you have any further questions or comments, please feel free to contact Lidia Puga at email@example.com or at x1905.
Changes are coming to our interpreter access process. In order to satisfy the interpreter communications compliance with Joint Commission, it will become a requirement for all employees to know how to access interpreters. This training will take place on August 17 and 18. There will be a representative from Stratus for Video Remote Interpreter (VRI) services and a representative from Certified Languages International (CLI) for Over the Phone Interpreters (OPI) present to train and answer any questions regarding their services.
Each department will choose a few employees to be “Super Users.” If you are not chosen as a “Super User,” but are interested and available to attend the training, you are welcome to come and learn. It is recommended that every employee that has direct/indirect patient contact or answer incoming calls attend a session to become familiar with the new services.
Thank you for helping us achieve our compliance goals and improving our alternative communications with our patients and visitors. For any further questions or comments, please call Lidia Puga at x1905. The training sessions are as follows:
Wed, Aug 17
7 – 11 AM Individual Units
1 hour sessions in Conference Room C
Thu, Aug 18
1 hour sessions in Conference Room B
3 – 7 PM Individual Units
No more searching through a Rolodex or drawer to find the contact information for an interpreter when you need it. In order to make this easier for you, we have added a link on the Intranet under “Forms and Info,” then tab down to Interpreter Resources. You will find a MS Word document with complete information for all your language needs. This is yet another form of communication tool added to make your tasks easier. Remember, protect yourself and document every time you use an interpreter. If you have any suggestions or comments, please contact Lidia Puga at (303) 498-1905 or firstname.lastname@example.org.
Not all of our patients speak English as their first language, and fortunately Logicare (Teacher’s Pet) has the ability to translate our discharge instructions for them, from English to Spanish. However, be sure to read the new Patient Safety News to learn about the shortcomings of Logicare’s translation function, and what you need to do to protect your patients, and yourself. Please review this flyer, Patient Safety News Issue 48 Logicare for more details.