HospitalInspections.org

Based on review and interview the facility failed to ensure that the equipment used for the hearing impaired was in an acceptable working condition and failed to follow the policy and procedure for obtaining an approved and certified individual to interpret for the hearing impaired when requested in 1 of 1(#1) patient reviewed.

Patient #1 had complained that on 10-26-23 that she was unable to use the remote video interpreter in the Emergency Department to communicate with the staff and physician. Patient #1 stated the video would continue to freeze and she was unable to communicate with the remote interpreter and did not understand her treatment or discharge planning. Patient #1 stated that she had requested a certified interpreter to come in and assist her. Patient #1 was told there was no one who could come in and her only choice was the video remote screen that continued to freeze.

A tour was conducted in the ED on 12-7-23 with Staff #9 at 10:30 a.m., to view the language line teleprompter. The language line is used for video remote interpretation for language and the hearing impaired. The surveyor called the language line for services and the interpreter came up on the screen. The interpreter was informed of the call and that the surveyor was wanting to see if there was connection issues. Three times during the conversation the screen would freeze. I was able to hear the interpreter but could not see her.

An interview was conducted with Staff #8 on 12-7-23. Staff #8 stated that she was the nurse for patient #1 and remembered the conversation and patient visit on 10-26-23. Staff #8 stated that patient #1 had her mother there interpreting but there was some sort of conflict between them. Staff #8 stated that patient #1 requested a "real person" to interpret because the screen on the language line was frozen. I explained to her that this was the only option. I was not aware we could request a person to come in and interpret.

A review of the policy and procedure " Language Access Services -Interpretation Services and Communication" stated, " An associate or clinician must follow the following procedures when obtaining an onsite professional interpreter for sign language with the Tyler Deaf and Hard of Hearing Center." The policy gave a phone number and email.