Interpreter Services

Medical Interpreter Services is the department at MGH that handles interpretation for patients and families who are limited English proficient (LEP), Deaf and/or Hard of Hearing.

When needed, arrange a professional medical interpreter from Interpreter Services. Services are available free of charge 24/7.

General Best Practices

• Determine the need for an interpreter via one or more of the following:
  • The Epic storyboard:
    • Patient’s preferred language is highlighted on the storyboard
    • Needs Interpreter? question says Yes
  • The patient presenting an MGH language card – cards are printed in English and the patient’s language to show what type of interpreter they need
  • Any other communication from the patient indicating the need for an interpreter, such as pointing to the Department of Public Health 31-language “Indicate Your Language” poster
• Note: Even patients who were able to check in without help may need an interpreter during a visit.

• Do not cancel an interpreter just because the patient has arrived accompanied. Interpreter Services strongly discourages family members, friends and other individuals who may accompany a patient (aides, etc.) from interpreting.
  • If a patient opts to have a family member, friend or aide interpret rather than using the professional interpreter provided by Interpreter Services, have that patient sign the Waiver to Medical Interpreter form.
  • It is illegal for a minor to interpret except in extreme emergencies, even if the patient is willing.

• Do not try to interpret, even if you speak the patient’s language, unless you are formally working as an interpreter.
  • Multilingual staff members may go through an assessment from Interpreter Services to be certified as Qualified Bilingual Staff (QBS). QBS members may interact with patients directly in the language(s) for which they are qualified, but they may not interpret.

• Never ask someone to bring their own interpreter: making this request of a patient is illegal.

Scheduling Interpreters

• Schedule interpreters in advance either in Epic or by calling Medical Interpreter Services’ number (6-6966/617-726-6966).

• For a clinical appointment, book/link the interpreter resource jointly with the appointment in Cadence.

• For Zoom standalone virtual visits, please email mghinterpreters@partners.org to arrange for an interpreter.

Requesting Interpreters

• Over the phone (for an in-person visit, a telemedicine phone visit, a phone call to a patient, or an emergency when you need an interpreter right away):
  • Call 33344 (617-643-3344).
  • You will be directed either to an MGH interpreter or, if none is available, to an interpreter from the external vendor CyraCom.
  • Have your PIN ready; if you connect to CyraCom, you will need it to proceed.

• For an Epic-integrated virtual visit:
  • The interpreter should have been booked jointly with the clinician and should join at the beginning of the visit.
  • Interpreter Services will put the name of the interpreter scheduled in the appointment notes.
  • If no name is there, no interpreter was scheduled; call 6-6966 (617-726-6966) to request an interpreter.

• In person:
  • Call 6-6966 (617-726-6966) when the patient is ready to be seen.
  • You will receive an update on the interpreter’s estimated time of arrival.

Interacting with Patients and Interpreters During an Encounter

• Before the encounter, huddle with the interpreter to provide context and inform the interpreter of goals for the encounter.

• During the encounter:
  • Speak to the patient, not the interpreter.
  • Use plain language, avoid jargon, and speak at a moderate pace.

Deaf/Hard of Hearing Services

MGH offers a variety of interpretation options to meet the language needs of Deaf and Hard of Hearing patients. Email Susan Muller-Hershon to determine appropriate services for the patient, or for last-minute requests, call Interpreter Services (6-6966) during regular business hours.

A Deaf or Hard of Hearing person may need:

• An American Sign Language (ASL) interpreter
• A CDI (Certified Deaf Interpreter) working in tandem with an ASL interpreter
• A Deaf/Blind Tactile Interpreter or Close Vision Interpreter
• Communication Access Realtime Translation (CART)

Translation of Written Material

Contact mghtranslations@partners.org to have written materials translated.