8 Ways Healthcare Organizations Can Enhance Language Access Programs
With one in five U.S. residents speaking a language other than English at home, interpreters and language service providers (LSPs) are no longer a nice-to-have for healthcare organizations—they’ve become an imperative. But while the importance of language services is widely recognized, developing and implementing a structured language access plan remains a challenge. This is because there are no industry norms, roadmaps, or nationally recognized metrics.
Without clear guidance and processes in place, many clinicians find it difficult to navigate interpreter services efficiently. By implementing a well-structured language access plan, healthcare organizations can reduce follow-up visits, improve patient outcomes, and ultimately cut costs.
Why Language Access Programs Are Important
Using qualified medical interpreters has been shown to be highly effective in improving outcomes for patients with limited English proficiency (LEP), and with an increased use of remote access using phone and video, it’s more convenient than ever for physicians to connect to interpreters. Due to the sheer number of interpreters they would need to hire and the wide variety of languages they need to support, most healthcare organizations use a language service provider to gain access to qualified medical interpreters.
Whether the LSP provides the necessary interpreters or an in-house team of interpreters is utilized (or a combination of both, as is often the case), a language access plan ensures that these services are integrated into the healthcare system in a consistent, effective, and legally compliant manner.
Ensuring language access isn’t just a best practice—it’s often a regulatory requirement. Laws and regulations vary by state and are constantly evolving, but most healthcare organizations that receive federal funding are required to provide language services to non-English speakers and those who are deaf or hard of hearing. Key federal laws surrounding language access include:
· Title VI of the Civil Rights Act of 1964: Requires recipients of federal financial assistance to take reasonable steps to make their programs, services, and activities accessible by people with LEP.
· Americans with Disabilities Act (ADA): Requires organizations to ensure that people who are deaf or hard of hearing have the right tools and support to communicate effectively.
· Section 1557 of the Affordable Care Act (ACA): Prohibits discrimination on the grounds of national origin (this protection includes languages spoken).
In 2025, most healthcare organizations (covered entities with 15 or more employees) will also need to meet new, revised, and expanded requirements under Section 1557, including:
· Training relevant employees on their organization’s language access and effective communication policies and procedures within 30 days of implementing required policies and procedures (but no later than May 1, 2025).
· Posting notices that they provide language assistance and auxiliary aids and services free of charge (by July 5, 2025).
The 8 Steps to Enhancing Language Access
An eight-step strategy can empower healthcare leaders to address these challenges head-on and reap the rewards of an effective language access program.
1. Recognize the Need for a Plan
Every organization acknowledges the importance of language access in principle, but this recognition must be formalized into actionable strategies. A well-documented plan serves as both a roadmap and a practical guide, helping staff navigate language barriers with confidence. By clearly outlining expectations and processes, these plans simplify workflows, reduce confusion, and drive measurable improvements in patient care.
2. Engage the Right People
By involving staff from the outset, organizations can foster ownership and commitment to the plan. Go beyond your language service providers and compliance officers to also include marketing professionals, IT departments, and department heads who can address the logistical and legal dimensions of implementing your language access plan.
3. Get to Know Your LEP Patients
The most successful language access strategies are patient-centric. Gathering input directly from your LEP patients through surveys and feedback mechanisms will help your organization understand their unique challenges and preferences on everything from interpreter availability to communication.
4. Define the Details
In a cogent language access plan, there’s no room for ambiguity around the resources available, the circumstances under which they should be used, and the processes for accessing them. Key considerations include compliance, resource allocation (i.e., when and how to access on-site interpreters, video interpreters, or telephone interpreters), and integration into existing workflows.
5. Loop Everyone In
For a language access plan to succeed, it must be woven into the fabric of the organization. This requires a strategic communication campaign that not only confirms that your staff are aware of the plan’s existence but also emphasizes its importance and ease of use.
6. Provide Resources
A plan is only as strong as its implementation. Providing resources like interpreter access stickers for phones, quick-reference guides, and web portals helps staff easily navigate language access procedures. Leveraging your LSP for additional resources and staff training can also accelerate adoption.
7. Promote Awareness Beyond the Organization
External communication is just as important as internal communication. Public-facing efforts—such as multilingual websites, signage, and marketing materials—demonstrate a commitment to inclusivity and help LEP patients feel welcomed. In addition, proactive communication about available interpreter services underscores the organization’s dedication to equitable care and builds trust within diverse communities. Your LSP should work with you to determine what materials will work best for the LEP communities you serve. They should also be willing to customize them for you as needed.
8. Revisit and Revise Annually
Regularly scheduled reviews help verify that language access strategies remain relevant and effective. This allows you to adapt to technological advancements and incorporate feedback from patients and staff. You can also address new needs as they emerge.
By continuously refining their strategies, healthcare organizations can ensure that their language services remain responsive, impactful, and compliant with evolving regulations.
The Time to Act Is Now
If your organization does not already have a detailed language access in place, now is the time to create one. If you do have one, consider how it can evolve—regular review and updates ensure that it remains effective, compliant, and aligned with the needs of your patients.
There’s no one-size-fits-all strategy—a good plan must be tailored to your organization’s workflow, patient journey, and how you interact with patients. Lean on your LSP for guidance; a good partner is a valuable resource that can help you craft a language access plan that is right for your organization and how your teams access interpreters to ensure equitable healthcare for all people, regardless of the languages they speak.
Kristin Quinlan is CEO of Certified Languages International, a provider of professional language interpreting services.
