Essentia nurses work to reduce language barriers among patients

When Tiffany Cordell noticed a common theme in patient and colleague feedback, she acted on it. Within the span of five weeks, Cordell learned of a patient who struggled receiving care without an interpreter. Then, she read a colleague's suggestion to offer language education for the unit.

“The need was for a quick turnaround,” said the RN nurse manager at Essentia Health-32nd Avenue. So she enlisted help from “two rock star nurses,” Kirstyn Aldridge and Darby Lien, who embraced the task of reviewing and renewing education and a competency around the language line, a resource that allows staff to virtually connect with a live interpreter, offering 24/7 support in more than 240 languages, including American Sign Language.

RNs Aldridge and Lien took it from here. They reviewed tech cart locations and verified the unit had access to the language line app on their iPads. They surveyed colleagues’ confidence-of-use levels and took an inventory of accessible languages. From there, they identified a need for a refresher competency course. Aldridge updated the unit education sheet and Lien created the competency. Together, they ensured staff knew how to recognize the need for an interpreter; how to address that upon admission; how to access Essentia Health’s interpreter policy; and a walk-through of the language line app. The nursing duo completed education for all unit RNs a month before their December goal.

“Kirstyn and Darby are champions in a lot of different skills, on and off the floor,” said Cordell.

The re-education and competencies were used to help staff feel more comfortable with the tools and hopefully that would translate into patients receiving better care. Aldridge and Darby offered perspective on what staff needed to feel confident in their nursing practice, and they’ve received no negative feedback about offering translators from patients since initiating the competency review, said Cordell.

The competency broke barriers for nursing colleagues, who either didn’t know about the app or didn’t realize the simplicity of the process. It also supports patient care, said Lien. 

“Maybe a patient doesn’t want a mom, dad, uncle or friend to know everything that's going on with them, and the language line is an option for the utmost patient privacy,” said Aldridge.

When utilizing an interpreter, it’s even more important to be intentional with nonverbal communication, to maintain eye contact and to use the language line as a tool for patient care only you can provide. 

“It's important we put ourselves in their shoes. They’re in an uncomfortable position; they’re sick. How scary that would be if I were in a hospital where my primary language was not spoken,” said Aldridge. “Whether they can understand you or not, it’s keeping that mutual respect, looking them in the eyes, so they know, ‘We’re talking to you, you’re our patient, not a computer,’ ” said Aldridge.

Unit staff working with Cordell at Essentia Health-32nd Avenue were surveyed in late 2024 after the language line education and competency update. The results showed 33% of staff had limited knowledge of the language line and interpreter documentation before the education and competency sign-off, and 100% reported increased knowledge of both afterward, said Cordell.

Camaraderie and cooperation

“That is such an easy question to answer,” said Darby Lien. “You’re more than just a number (at Essentia). Our unit is very helpful to each other. Leaders are very personable. I feel very seen and cared for and supported working here. There are stressful days, there’s really hard days, but having people around you who care about you makes a huge difference.”“It's like a family,” Aldridge said. “We're like a family here. I think that's what's kept me the longest, I love it here.”