When Kevin Suarez arrived to assist a patient with interpreter services at her end-of-the-day pre-natal appointment, everyone anticipated it to be routine.
But the patient’s doctor found the patient was dilated more than six centimeters and needed to immediately go to labor and delivery at Carle Foundation Hospital. Because this was unanticipated, the patient’s husband ran home to arrange for care for their children.
Complicating the urgency of the situation, the patient, suddenly without her husband at her side, spoke no English. What transpired during the next several hours shows how valuable Interpreter Services is to Carle Health efforts to provide the most inclusive care possible.
“The importance of our services is how we can blend into the situation, analyze and communicate with the patient what is happening,” Suarez, a medical interpreter, said.
“This speaks highly of the need for a qualified interpreter in these urgent situations,” Abe Millar, CMI, Carle Health Interpreter Services manager, said. “There are many providers speaking to the patient who is going through a crisis situation, and a qualified interpreter can provide better and more meaningful communication.”
Interpreter Services acts as a cultural and linguistic resource for patients and providers. Interpreters facilitate the flow of information between patients with limited English proficiency and their care providers.
When a team member determines whether a patient can benefit from medical interpretation, or if the patient requests an interpreter, they connect with qualified and trained staff. Video or audio interpreters are available in more than 350 languages, including American Sign Language, at all Carle Health locations.
Thousands of Carle Health patients speak a language other than English
“More than 38,000 Carle Health patients speak a language other than English,” Millar said. “That’s 5% of our patient population. Of those, 17,000 are Spanish speakers.”
“In July, we did 12,353 total interpretation encounters,” Millar said.
“We are committed to inclusive, individualized care and this is one way we’re improving access for all community members,” Millar said.
Urgent patient experience shows value of Interpreter Services
When Suarez arrived to support a patient, he didn’t realize he would be helping to bring another life into the world at the same time.
At the hospital, the labor and delivery team found that the baby was in a breech position, and they tried to manually turn the baby to no avail. Suarez explained to the patient what was happening.
As care continued, Suarez was able to interpret for the patient regarding ultrasound, medications and the care plan. When the doctor determined that the patient needed a C-section, Suarez explained the process and the need for an epidural.
“The patient wasn’t familiar with an epidural, so we explained it as an injection in her back that would numb the whole area,” Suarez said. Suarez supported the patient to obtain consent for the care plan.
When her husband returned just before the C-section procedure began, Suarez briefed him and explained that he made sure the patient had understood everything.
“He was thankful,” Suarez recalled. Suarez also received thanks from the labor and delivery team.
“That made me feel good,” Suarez said. “Our role is important for people who receive our services and our medical teams.”
Later, Suarez checked on the mother and baby and assisted with the birth certificate. Mother and baby are doing well.
“Our team is just another example that Carle Health cares,” Suarez said.
Interpreter Services are highly important for patients who speak a language other than English, so they can get the services they need,” Millar said. “We play a key role in establishing trust with patients’ care teams.”
So far during 2025, demand for Interpreter Services has increased 10% over last year, continuing a trend of increasing 10% each year, Millar said.
“That speaks to the diversity of the patients we serve and the communities where we live,” he said. “Interpreter Services plays a role in making sure our diverse patient population feels welcome at Carle Health.”
"We have the privilege of serving a diverse population of patients across our regions,” Theresa Green, MSN, Carle Experience executive director, said. “Ensuring that we use a qualified interpreter when a patient does not speak English improves the quality of care provided and, more importantly, it builds trust and creates better outcomes for our patients.”
But the patient’s doctor found the patient was dilated more than six centimeters and needed to immediately go to labor and delivery at Carle Foundation Hospital. Because this was unanticipated, the patient’s husband ran home to arrange for care for their children.
Complicating the urgency of the situation, the patient, suddenly without her husband at her side, spoke no English. What transpired during the next several hours shows how valuable Interpreter Services is to Carle Health efforts to provide the most inclusive care possible.
“The importance of our services is how we can blend into the situation, analyze and communicate with the patient what is happening,” Suarez, a medical interpreter, said.
“This speaks highly of the need for a qualified interpreter in these urgent situations,” Abe Millar, CMI, Carle Health Interpreter Services manager, said. “There are many providers speaking to the patient who is going through a crisis situation, and a qualified interpreter can provide better and more meaningful communication.”
Interpreter Services acts as a cultural and linguistic resource for patients and providers. Interpreters facilitate the flow of information between patients with limited English proficiency and their care providers.
When a team member determines whether a patient can benefit from medical interpretation, or if the patient requests an interpreter, they connect with qualified and trained staff. Video or audio interpreters are available in more than 350 languages, including American Sign Language, at all Carle Health locations.
Thousands of Carle Health patients speak a language other than English
“More than 38,000 Carle Health patients speak a language other than English,” Millar said. “That’s 5% of our patient population. Of those, 17,000 are Spanish speakers.”
“In July, we did 12,353 total interpretation encounters,” Millar said.
“We are committed to inclusive, individualized care and this is one way we’re improving access for all community members,” Millar said.
Urgent patient experience shows value of Interpreter Services
When Suarez arrived to support a patient, he didn’t realize he would be helping to bring another life into the world at the same time.
At the hospital, the labor and delivery team found that the baby was in a breech position, and they tried to manually turn the baby to no avail. Suarez explained to the patient what was happening.
As care continued, Suarez was able to interpret for the patient regarding ultrasound, medications and the care plan. When the doctor determined that the patient needed a C-section, Suarez explained the process and the need for an epidural.
“The patient wasn’t familiar with an epidural, so we explained it as an injection in her back that would numb the whole area,” Suarez said. Suarez supported the patient to obtain consent for the care plan.
When her husband returned just before the C-section procedure began, Suarez briefed him and explained that he made sure the patient had understood everything.
“He was thankful,” Suarez recalled. Suarez also received thanks from the labor and delivery team.
“That made me feel good,” Suarez said. “Our role is important for people who receive our services and our medical teams.”
Later, Suarez checked on the mother and baby and assisted with the birth certificate. Mother and baby are doing well.
“Our team is just another example that Carle Health cares,” Suarez said.
Interpreter Services are highly important for patients who speak a language other than English, so they can get the services they need,” Millar said. “We play a key role in establishing trust with patients’ care teams.”
So far during 2025, demand for Interpreter Services has increased 10% over last year, continuing a trend of increasing 10% each year, Millar said.
“That speaks to the diversity of the patients we serve and the communities where we live,” he said. “Interpreter Services plays a role in making sure our diverse patient population feels welcome at Carle Health.”
"We have the privilege of serving a diverse population of patients across our regions,” Theresa Green, MSN, Carle Experience executive director, said. “Ensuring that we use a qualified interpreter when a patient does not speak English improves the quality of care provided and, more importantly, it builds trust and creates better outcomes for our patients.”
Categories: Culture of Quality
Tags: Experience, International, Interpreter, Spanish, Translation