MOSAIC MEDICAL Complying with Current Industry Standards

“The Mosaic Medical language access team has received positive feedback from medical providers, reception staff and operations staff who love that the information is now all on one page.“

At Mosaic Medical nearly 3,000 patients or 11% of their total patient population are Spanish speakers. They decided to work with VIA because their vital forms were in a Spanish “read only” format. These documents are provided to patients during registration and new patient appointments, or are essential for patient information and consent purposes and are used during initial interactions with their health system. Challenge Mosaic Medical wanted to offer documents in an English/Spanish bilingual format on the same page. Prior to working with VIA, the Spanish speaking patients would sign and or complete the English version of the form after reviewing the Spanish language version. While the existing “read only” documents had been meeting their needs, Mosaic Medical wanted to bring them in line with the most current industry standards as well as alleviate possible liability concerns. Industry best practice is to use bilingual documents whenever possible. For patients with limited English proficiency it is undesirable to sign English forms. Reading one form, but signing another reduces the transparency and patients may raise concerns about signing separate forms. Solution Mosaic Medical commissioned VIA to proofread some of their translated vital documents including: Consent to Treat, Financial Agreement, Privacy Practice and Release of Information. As part of the proofreading

Mosaic Medical: Complying with Current Industry Standards process, VIA provided advice on the bilingual format and areas for improvement according to industry and linguistic standards. VIA’s third party professional input helped the Mosaic Medical language access team come to a consensus and to develop consistent formatting standards that could be applied to the organization’s other bilingual vital documents going forward. In addition, one page of a new document explaining their sliding fee scales was newly translated by VIA. Additionally, by leveraging one of VIA’s experienced translation project managers, Mosaic Medical was able to maximize their budget and ensure the quality of the final product. Mosaic appreciated the optimization of funds that this diversified approach allowed for. Results In addition to incorporating industry best

practices and reducing liability concerns, providing bilingual versions of these key documents improves Mosaic Medical’s compliance with the Office of Minority Health’s Culturally and Linguistically Appropriate Services Standards. This project specifically addresses their effort to better comply with standard number eight “Provide easy-to-understand print and multimedia materials and signage in the languages commonly used by the populations in the service area.”

The Mosaic Medical language access team has received positive feedback from medical providers, reception staff and operations staff who love that the information is now all on one page. The staff has also received positive feedback from patients, who find that it is easier to read and sign the same translated page.

Have questions? Let’s talk it over. VIA is a leading provider of global healthcare translation services for U.S. Limited English Proficiency (LEP) communities. We offer healthcare organizations a comprehensive, affordable solution for meeting today’s increasing need for multilingual communications. Healthcare clients include: Blue Shield of California, Regence, Magellan, A-dec, San Francisco Health Plan, as well as many hospitals and state governments. To learn more about how VIA can help support you to increase understanding and improve access to healthcare for people from diverse populations, call us at 1-800-737-8481 or visit www.viadelivers. com.

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