(This was another blog series from 2011. The current world pandemic makes telephonic and video conference interpreting more important than ever. However I basically still agree with my opinion from over ten years ago!)
Recently I was assigned to interpret for a patient at a hospital for pre-surgery. When the patient entered the room, the nurse explained to me that hospital policy required her to use the hospital’s interpreter. She explained that I could stay and listen.
The nurse pulled out a telephone, placed it on speakerphone, and dialed telephonic interpretation. Once connected, the service asked for a specific code. After dialing the code incorrectly, she was directed to do it again and again and again.
Finally! The answer was something to the effect of, ‘welcome to our language line, please wait for the next available interpreter.’ The telephonic interpreter began quite professionally. She introduced herself, explained the process and then asked permission to do the same in Spanish to the patient.
Twenty minutes after the patient entered the room, the interpreting began. The nurse stated that surgery would be done to his right thumb and asked if that was correct. The telephonic interpreter then interpreted that surgery would be done on his “dedo de pie derecho” which means right toe. Thumb is pulgar, not dedo de pie. There is obviously a big difference between a thumb and a toe. The patient immediately began to panic. ‘No, no,’ he shouted, ‘not my toe. I hope they don’t do the wrong surgery!’
At that moment, the nurse asked what was going on, what did the patient say. The telephonic interpreter was silent. I felt compelled to speak. I explained to the nurse what had happened and confirmed with her that she indeed said thumb and not toe. Then I explained same to the patient. ‘Sí, sí pulgar, no dedo de pie.’ The patient agreed that it was the thumb and not the toe. He began to calm down.
As the interview continued, the telephonic interpreter often interrupted and requested repetition of the nurse’s statements. Perhaps the phone connection was not very clear. Several times, the patient had to ask the telephonic interpreter to repeat herself as he had difficulty understanding her. The nurse then explained that the procedure would be a bone graft on his thumb with material taken from his wrist. The interpreter interpreted that he would have a “reducción del pulgar.” The patient understood that to mean that he would have a thumb reduction. He panicked again, shouting in Spanish, ‘that’s not what the doctor said. What is this woman saying? I don’t understand her. I don’t want my thumb cut off! I want it fixed! What is she saying? First she says my toe then she says I’m getting amputated!’
Concerned, the nurse asked what was going on, and the telephonic interpreter, now obviously nervous, stuttered. Again, I was compelled to clarify the situation.
Once the patient calmed down, the nurse whispered to me, “Are you willing to interpret?” I nodded. She then thanked the telephonic interpreter and terminated the call. The rest of the appointment was uneventful. The next blog will consider what I learned and my thoughts.
The telephonic interpretation described in the previous blog was a big mess! Some very basic Spanish was interpreted incorrectly. A thumb is not a toe!
Let me clarify. I strongly believe that telephonic interpreting is very important. In fact, under certain circumstances, it might be the only way to provide a badly needed interpreter. No medical professional should ever think he or she can get by with a little Spanish and hand signals; nor should the patient. Some conversational language skills might be fine for ordering a burger or finding a restroom. However, it is not worth the risk when medical treatment is involved. If no qualified interpreter is available, the option of a telephonic interpreter remains.
All in-person and telephonic interpreters are still bound to follow an ethical code of conduct. For instance:
The interpreter strives to render the message accurately, conveying the content and spirit of the original message, taking into consideration its cultural context.
Obviously that particular interpreter missed that one by saying toe instead of thumb. She also misled the patient to believe his thumb would be amputated instead of repaired. Basic language skills were missing.
The interpreter strives to develop awareness of his/her own and other cultures encountered in the performance of their professional duties.
The patient was from Costa Rica. The interpreter needed to become familiar with the Spanish used in Costa Rica in order for the patient to understand the interpreter.
The interpreter must at all times act in a professional and ethical manner.
When the mistakes were made, she should have corrected herself and admitted it. When the patient stated he could not understand her, it was her responsibility to interpret that statement to the nurse. On both counts the interpreter remained silent. Failing to do so was both unprofessional and unethical.
Add to this phone connection problems and people mumbling: you now have a recipe for disaster.
My personal belief is that in-person is better than telephonic. Telephonic should only be used as a last resort when no interpreter is present. Finally, all interpreters should qualify for the job, follow a professional code of ethics, and recognize when they err. Mistakes do happen, even to the best of interpreters. If you have no alternative but to use the phone and there is a problem with communication, ask for another interpreter. Perhaps another will work better.
