Promoting Equitable Access to Language Services in Health and Human Services

Inclusion Criteria (pre- and post- implementation phase):

Post-visit survey (Patients/Caregivers):

• Patient seen for ambulatory care preventive visit at one of the study locations OR caregiver of a pediatric patient seen for ambulatory preventive visit at one of the study locations.
• 18 years of age and older
• Willingness and ability to participate

H+H EHR Reports:

• Patient seen for ambulatory care preventive visit at one of the study locations

Community survey (Community members):

• Individual that attends community based organizations (CBO) events or uses CBOs' services
• 18 years of age and older
• Willingness and ability to participate

Key Stakeholder interviews

Patients/Caregivers/Community Members Inclusion Criteria: In order to be eligible to participate, an individual must meet all of the following criteria:

• Prefers to speak in Bengali, French, Spanish, Mandarin, or Polish
• 18 years of age or older
• Patient seen for ambulatory care preventive visit at one of the 4 study locations, caregiver of a pediatric patient seen for ambulatory care preventive visit at one of the 4 study locations OR a community member referred by a CBO
• Willingness and ability to participate

NYC H+H Leadership/Providers/Staff Inclusion Criteria:

• Work at one of the 4 NYC H+H study locations that does language access related work or communicates with patients that prefer to speak a language other than English regularly.
• Leadership (e.g., chief medical officer, Department Director, etc.), provider (Physician, Nurse, Resident), or staff (Interpreter, language access coordinator, clerical staff) at the NYC H+H location
• 18 years of age or older
• Willingness and ability to participate

CBO Leadership/Staff Inclusion Criteria

• CBO leadership (Director/Coordinator) or staff (Case manager, Patient navigator, etc.)
• 18 years of age or older
• Willingness and ability to participate

Exclusion Criteria (pre- and post- implementation phase):

CBO Leadership/Staff Exclusion Criteria

• Does not have a working phone number
• Uncorrected hearing impairment

Post-visit survey (Patients/Caregivers):

• Enrolled to key stakeholder interviews
• Does not have a working phone number

H+H EHR Reports (Patients):

• No exclusion criteria

Community survey (Community members):

• Does not have a regular doctor in the US.

Key Stakeholder interviews

Patients/Caregivers/Community Members Exclusion Criteria:

• Speaks English very well (non-LEP)
• Does not have a working phone number
• Uncorrected hearing impairment

NYC H+H Leadership/Providers/Staff Exclusion Criteria:

• Does not have a working phone number
• Uncorrected hearing impairment