Limited English Proficiency: Managing Beyond the Words in Long-Term Care Settings

Abstract

Many limited English proficiency (LEP) residents go without the help of interpreters or formal translation services as well as other supportive services in their healthcare interactions. While there are several reasons for this, one key factor is that many healthcare organizations do not know the scope and degree of the communication needs of the LEP consumers they serve. This case focuses on the management dilemmas of an organization serving a diverse clientele without a cultural competency policy to address needs of its LEP clients and staff.