Communication is vital to excellent patient care. But what if the patient doesn't speak English?

At Danville Regional Medical Center, language barrier issues are solved via Language Line Services, an around-the-clock, toll-free phone translation service which supplies certified translators at a moment's notice for languages.

"The Language Line toll free number is posted at every nursing station," explains Wendy Dunevant, customer service coordinator. If a patient or family comes in who doesn't speak English, the nurse calls the service. Then, either using speakerphone or a three-way conference call, the patient or family member, doctor or nurse, and translator can discuss the patient's treatment.

Recently, a Russian patient arrived who had been using a Russian physician on staff for translation services - but the physician was on vacation. "We quickly realized that we needed translators available 24/7 for accurate translation of medical information, a subject that can be difficult even in English," says Dunevant. "This service provides certified translators who are licensed and bonded and familiar with medical terms. Patients and families have been very impressed with how convenient and accurate it is."

Spanish is the language most often requested, says Dunevant, but Russian, Japanese, and Vietnamese have been needed as well. Certified sign language translators are also available from Communication Access Partners in Greensboro.

"Danville Regional provides this service at no cost to the patients," says Dunevant. "Good communication is critically important to patient care, and knowing that they can communicate with the doctors and nurses really puts patients and families at ease."