Kat Jackson of AMN Language Services: 5 Things We Must Do To Improve Patient Outcomes for Underrepresented Populations
Embrace underrepresented communities and create an access plan that provides a localized experience. One approach could be to invite the community to the hospital for informational sessions to reduce fear and increase confidence and goodwill.
Healthcare disparities continue to affect underrepresented populations, leading to unequal patient outcomes. Social, economic, and cultural barriers often hinder access to care, appropriate treatments, and equitable health services. How can we bridge these gaps and ensure that all patients, regardless of background, receive the highest standard of care? In this interview series, we are talking to healthcare providers, policy makers, community leaders, researchers, and anyone who is an authority about “How We Can Improve Patient Outcomes for Underrepresented Populations”.
Kat Jackson is a Master certified ASL interpreter with 35+ years of experience. She is currently the VP of Language Operations at AMN Healthcare, Language Services, where she leads a diverse team of medical interpreters in over 200 languages. Together they strive to break down language barriers and improve healthcare outcomes by leveraging technology and innovation.
Thank you so much for joining us in this interview series! Before we dive into our interview, our readers would like to get to know you a bit. Can you tell us a story about what brought you to this specific career path?
My journey in the interpreting profession began as a full-time interpreter, and I quickly fell in love with the work and the community. I was driven to contribute to the advancement of access services for underrepresented populations, and to promote and elevate the professionalism and credibility of the interpreting field. My personal philosophy has always been to find ways to add value and make a positive impact in any job I’ve held.
Over time, I found myself in positions that allowed me to be involved in all the exciting advancements in the delivery of interpreting services. I witnessed the evolution from strictly in-person interpreting to the introduction of remote interpreting via phone, video phones, and mobile devices. I am constantly amazed by the power of technology to connect people and provide access to essential services.
Today, I have the great honor and privilege of leading a large, diverse and talented team of medical interpreters. Our work provides millions of patients and providers with access and language autonomy, and it is incredibly rewarding to see the impact we make on people’s lives. I am excited about the future of interpreting and look forward to continuing to be a part of this dynamic and important profession.
Can you share the most interesting story that happened to you since you began your career?
I have had the privilege of being part of some incredible advancements in technology that have improved access to healthcare for underrepresented populations. One of the most interesting stories I can share occurred in the early days of video technology for the deaf and hard of hearing community, and it involved the late Steve Jobs.
At the time, the technology for delivering remote interpretation services for the deaf and hard of hearing was quickly evolving. Our company was at the forefront of this innovation, but deaf individuals could only access an interpreter from a static location using a video phone connected to an ethernet cable. They were not able to access interpretation services from outside of their homes or offices. While the iPhone community had access to FaceTime, the Video Relay Service (VRS) with an interpreter was still not accessible from a mobile device. This meant that deaf and hard of hearing individuals did not have the same freedom and flexibility in accessing interpretation services that the hearing community enjoyed with FaceTime technology.
Our engineers worked hard to crack the code, and we were finally able to develop a way to provide VRS access through an iPhone. We wanted to present this new freedom and technical advancement to the community, so we planned to launch it to the public at the National Association of the Deaf (NAD) conference in Philadelphia, PA. However, we needed to collaborate with Apple engineers to allow us to project the iPhone screen onto a larger screen so that a large audience could view it.
Our CEO reached out to Steve Jobs to ask for his cooperation in supporting the deaf community, and to our surprise, Jobs sent engineers to Philadelphia to help us accomplish our mission. This collaboration was incredibly impactful, not only for our company but also for the deaf and hard of hearing community, as it allowed us to launch this new technology and improve access to healthcare interpretation services for the deaf.
The development of this technology has led to significant advancements in medical interpretation, using the same technology. It has helped
improve access to healthcare for deaf and hard of hearing individuals and other underrepresented populations by providing a more convenient and accessible way to access remote interpretation services. This technology has revolutionized the way healthcare providers communicate with their patients and has helped to bridge the gap between language barriers in healthcare.
Can you please give us your favorite “Life Lesson Quote”? Can you share how that was relevant to you in your life? I have two �
“Don’t believe everything you think” ~ Thomas Kida
Holding a leadership role in the language services industry, it’s important to approach each situation with an open mind and a willingness to challenge assumptions. This quote reminds us that our thoughts and beliefs may not always be accurate or helpful, and it’s important to question them and seek out additional information before making decisions. This is especially relevant in the healthcare industry, where accurate communication and understanding are critical for patient care. Encouraging critical thinking and a willingness to challenge assumptions can help ensure that the needs of patients and providers are being met.
“The most meaningful way to succeed is to help others succeed.” By Adam Grant
As a leader, your success is directly tied to the success of those you lead and work alongside. This quote reminds us that true success is not just about achieving personal goals, but as importantly about helping others to achieve theirs. In my position, I have the opportunity to support and empower our team of medical interpreters and support staff to excel in their roles and achieve their professional goals. By providing opportunities for growth and development, recognizing their contributions and achievements, and creating a positive and supportive work environment, I want to help our team feel valued and motivated to succeed. This can ultimately lead to better outcomes for patients and providers, as well as greater success for our company.
How would you define an “excellent healthcare provider”?
An excellent healthcare provider is one who prioritizes active listening and seeks to understand patients as whole individuals, rather than simply treating their symptoms. The most excellent healthcare providers have strong listening skills and a human-centered approach to care, taking into account the various factors that may be impacting a patient’s health and well-being. Factors such as the various inputs and affects that patients may be experiencing in their environment, like air quality, water quality, exposure to toxins, and stress levels. They also consider factors such as a
patient’s diet, home life, work life, and social support network.
An excellent healthcare provider is curious and open-minded, seeking to understand the unique needs and perspectives of each patient. They recognize that each patient is a complex individual with their own set of experiences and challenges, and they work to develop a deep understanding of these factors in order to provide the best possible care. It is one who fosters trust and builds strong relationships with their patients. By taking a human-centered approach to care and prioritizing active listening and understanding, they are able to develop a deep level of trust with their patients, leading to better health outcomes and a more positive overall experience.
What are your favorite books, podcasts, or resources that inspire you to be a better healthcare leader? Can you explain why you like them?
“The Question Behind the Question” by John Miller to be one of the most impactful books I have read. This book has helped shape our team’s culture and approach to problem-solving. The book’s premise is simple yet powerful: when facing obstacles or challenges, focus on what you can do with what you have rather than dwelling on what you lack. This mindset has been invaluable in helping us find creative solutions to complex problems and move forward in a productive and positive way.
Another important book that shaped my leadership style is “Leaders Eat Last: Why some Teams Pull Together and Others Don’t” by Simon Sinek. It is a powerful book that emphasizes the importance of building a culture of trust and cooperation in organizations. The main theme is leaders who prioritize the well-being of their team members and create a sense of belonging and purpose can inspire greater loyalty, commitment, and innovation. This is particularly relevant in healthcare, where effective teamwork and communication are critical for providing high-quality care to patients.
“Turn this Ship Around” by David Marquet is another inspiring book that challenges traditional models of leadership and management. Marquet argues that leaders should empower their team members to take ownership of their roles and responsibilities and create a culture of continuous learning and improvement. This approach can be particularly valuable in healthcare, where staff members at all levels need to be able to adapt quickly to changing situations and make critical decisions in high-pressure environments. By creating a culture of ownership and continuous learning, healthcare leaders can help their teams to be more agile, responsive, and effective in their roles.
In addition to books, the “Elevate” podcast from AMN Healthcare has been a valuable resource for healthcare professionals. This podcast covers a wide range of topics relevant to healthcare leaders, including workforce management, diversity and inclusion, and emerging trends in healthcare
delivery. The podcast features interviews with industry experts and thought leaders, providing valuable insights and perspectives on the challenges and opportunities facing healthcare today and helps me stay up to date on the latest trends and best practices in healthcare leadership.
Are you working on any exciting new projects now? How do you think that will help people?
At our company, we are always looking for ways to improve our services and enhance the experience of our clients, providers, and patients. One area that we are particularly excited about is the potential of AI to accelerate our back-office processes and improve the overall efficiency and effectiveness of our support staff.
We are currently working on several exciting projects that involve integrating the latest back-office technology into our systems. This will enable our support staff to work more efficiently and effectively, freeing up more time to focus on providing exceptional service to our clients.
In addition, we are exploring ways to incorporate technology into our interpreting services to provide faster access to medical knowledge and enhance the overall experience for our interpreters. This includes developing tools and glossaries that interpreters can access quickly and easily, as well as implementing front-end capabilities that make it simpler for providers to access the language support they need in a timely and accurate manner.
Overall, we believe that these advancements will not only improve the efficiency and effectiveness of our operations, but also enhance the experience of our clients and the quality of care for patients. We are excited to continue exploring the potential of technology to improve language access services and support the healthcare industry.
Let’s now jump to the main focus of our interview. What are the primary barriers that underrepresented populations face when seeking healthcare?
One major barrier is a lack of access to language services for patients with limited English proficiency (LEP). Research has shown that LEP patients are less likely to receive preventive care and have poorer health outcomes than English-speaking patients. This is often due to a lack of access to qualified medical interpreters or translated materials, which can make it difficult for patients to understand their health conditions and treatment options.
Deaf or hard of hearing patients also face significant barriers when seeking healthcare. These patients may require sign language interpreters or other accommodations to effectively communicate with healthcare providers. However, many healthcare facilities do not have these resources readily available, which can make it difficult for these patients to access the care they need.
Other barriers faced by underrepresented populations include a lack of cultural competence among healthcare providers, financial barriers, and discrimination or bias within the healthcare system. These barriers can make it difficult for patients to trust healthcare providers and feel comfortable seeking care.
To address these barriers, healthcare providers need to be proactive in identifying and addressing the unique needs of underrepresented populations. This can include providing language services, offering accommodations for deaf or hard of hearing patients, and developing cultural competence training programs for healthcare providers. By working to address these barriers, we can ensure that all patients receive the care they need to achieve optimal health outcomes.
How can healthcare providers build trust with patients from diverse backgrounds, especially in communities that have historically experienced medical neglect or discrimination?
I believe that building trust with patients from diverse backgrounds, particularly those in communities that have historically experienced medical neglect or discrimination, is crucial to improving health outcomes. However, building trust in these situations can be challenging.
To build trust with patients from diverse backgrounds, healthcare providers should approach interactions from a place of curiosity and respect. This means being mindful of cultural nuances and potential gaps in understanding around the American healthcare system. It’s important to recognize that not everyone is working from the same thought world, and to take the time to listen to and understand patients’ perspectives.
Working with interpreters can also be an effective way to bridge gaps in understanding and build trust with patients from diverse backgrounds. Interpreters can help to ensure that patients understand the information being provided and can communicate their needs and concerns effectively.
Ultimately, building trust with patients from diverse backgrounds requires a willingness to learn and adapt to the unique needs and perspectives of each patient.
What role does cultural competence play in improving patient outcomes, and how can medical professionals be better trained to meet the needs of underrepresented groups?
Cultural competence plays a crucial role in improving patient outcomes, particularly for underrepresented groups. Research has shown that patients who receive culturally competent care are more likely to have positive health outcomes and to be satisfied with their care.
Cultural competence is not a static state that can be achieved, but rather a continuous process of learning and understanding. It involves developing a mindset that recognizes and values the diversity of patients’ experiences and perspectives. To provide culturally competent care, medical professionals need to demonstrate sensitivity and a willingness to understand and address the unique needs of each patient.
One key to improving cultural competence among medical professionals is through education and training. This can include providing opportunities for medical professionals to learn about the cultural beliefs, practices, and values of different patient populations, as well as strategies for effective communication and relationship-building.
Another important component of cultural competence is building relationships with community-based organizations and leaders who can provide insights and support in serving underrepresented groups. By working together with these organizations and community members, medical professionals can better understand the needs and priorities of underrepresented populations and develop strategies to address them.
Can you share any successful strategies or programs that have been implemented to reduce health disparities and improve outcomes for underserved communities?
I believe that addressing health disparities and improving outcomes for underserved communities requires a multi-faceted approach. One example is the implementation of culturally and linguistically appropriate services (CLAS) standards, which require healthcare providers to offer language access services and culturally appropriate care to patients from diverse backgrounds. These standards have helped to reduce health disparities by ensuring that patients receive care that is tailored to their unique needs and preferences.
Another successful strategy is the use of community health workers (CHWs) to provide outreach and education to underserved communities. CHWs are trained to provide culturally appropriate care and can help to bridge the gap between patients and healthcare providers. They can also provide support and education on health promotion and disease prevention, which can help to improve outcomes for underserved communities.
In addition, the use of telemedicine and mobile health clinics has been effective in improving access to care for underserved populations, particularly those in rural areas. These tools can provide virtual consultations, follow-up care, and language access services, which can help to reduce barriers to care and improve outcomes.
Section 1557 of the Affordable Care Act (ACA) prohibits discrimination on the basis of race, color, national origin, sex, age, or disability in healthcare programs and activities that receive federal funding. This includes requirements to provide language access services, such as qualified medical interpreters and translated materials, to patients with limited English proficiency.
One notable program that has been implemented to reduce health disparities on a local level is the Healthy Neighborhoods Program in Baltimore, Maryland. This program is a collaboration between healthcare providers, community organizations, and local government agencies to improve health outcomes in underserved neighborhoods. The program uses a community-based approach to address social determinants of health, such as access to healthy food, safe housing, and transportation, and has been successful in improving health outcomes for residents in these neighborhoods. For example, the program has helped to reduce the rate of hospitalizations for chronic conditions such as asthma and diabetes and has improved access to preventive services such as cancer screenings.
There are also programs that specifically target immigrant and displaced populations, such as the Refugee Health Promotion Program in Massachusetts. This program provides health education and outreach to refugees and other displaced populations, helping to improve access to healthcare services and reduce health disparities.
Overall, programs such as these demonstrate the importance of addressing health disparities on a local level and using a community-based approach to improve outcomes for underserved populations, along with the implementation of CLAS standards, and Section 1557 of the ACA provide important protections for patients from diverse backgrounds and requires healthcare providers to offer language access services to patients who need them. Using this multipronged approach is a formula for ensuring everyone has access to the care they need.
How can technology and telemedicine be leveraged to reach underrepresented populations who may face geographic or financial barriers to traditional healthcare services?
I believe that technology and telemedicine can be leveraged to reach underrepresented populations that may face geographic or financial barriers to traditional healthcare services. For example, many rural areas do not have easy access to qualified medical interpreters. By leveraging telemedicine to bring in specialists and interpreters to the local population, we can increase the support system surrounding their care and accelerate their treatment outcomes.
In addition, many transient populations, such as migrant farmers or those who come to help rebuild after natural disasters, may have a fear and distrust of the traditional health systems. As a result, they may not seek care for fear that they will be interrogated rather than treated. Telemedicine can provide a way to connect these populations with healthcare professionals in a way that feels safe and comfortable, which can help to build trust and encourage them to seek care when they need it. By leveraging technology and telemedicine in this way, we can improve access to care and help underrepresented populations receive the treatment they need to thrive.
As a “healthcare insider”, if you had the power to make a change, can you share 5 changes that need to be made to improve patient outcomes for underrepresented populations?
1. Embrace underrepresented communities and create an access plan that provides a localized experience. One approach could be to invite the community to the hospital for informational sessions to reduce fear and increase confidence and goodwill.
2. Designate advocates and healthcare navigators to facilitate optimal experiences and design a unique patient experience for each patient from these communities. For example, some members of the Deaf community would benefit from having ASL interpreters available, while others would prefer voice to text or captioning services. It is important to recognize that there is not a one-size-fits-all solution.
3. Normalize using qualified medical interpreters who operate within the bounds of the codes of professional conduct and uphold the tenants of the profession which are aligned with the tenants of the healthcare profession.
4. Train all staff and personnel on best practices for communicating with diverse populations, including the resources available to them and their patients when a barrier in language, cultural points of view, and/or physical obstacles are recognized.
What specific steps can be taken to ensure that medical research and clinical trials are more inclusive of underrepresented groups, and why is this important for improving overall patient outcomes
Underrepresented groups often have unique health needs and experiences that are not adequately addressed in current medical research. This can lead to certain diseases disproportionately affecting certain racial or ethnic groups, which highlights the importance of understanding these differences to develop effective treatments. Furthermore, it is crucial to ensure that new treatments are safe and effective for everyone, not just a select group.
Inclusion of underrepresented groups in research is not only a matter of equity and social justice, but also helps to address past injustices and work towards a more equitable healthcare system for all. To actively recruit participants from underrepresented groups, researchers can partner with
community organizations or use targeted outreach strategies that are effective for reaching populations that may be more difficult to reach through traditional recruitment methods. Localizing content and translating recruiting materials into the language of the community being reached has shown to be effective.
Incorporating cultural competency training into the research process is another important step that can help ensure that researchers are sensitive to the needs and experiences of underrepresented groups. Researchers should also communicate research results in a way that is accessible and understandable for all, including partnering with community organizations to disseminate research findings in languages most readily understood by the public.
You are a person of great influence. If you could inspire a movement that would bring the most amount of good to the most amount of people, what would that be? You never know what your idea can trigger. 🙂
Throughout my career, I have been a passionate advocate for the increased professionalism and value of the medical interpreting community. I strongly believe that healthcare professionals can greatly benefit from having a linguistically and culturally competent interpreter as a part of their care teams.
While technology can certainly be useful in some situations, I believe that having a supportive human interpreter who is able to understand and empathize with patients’ unique communication needs, thought worlds, and cultural backgrounds is essential to the healing process. By harnessing the benefits of both technology and human interaction, we can provide the best possible care to patients.
I believe that a hospital system designed to incorporate both advanced technologies and the human touch can greatly benefit patients and help them navigate their healthcare journey more effectively. I have heard many stories from marginalized communities about their experiences in the current healthcare system, which can be overwhelming and difficult to navigate without the support of a caring individual who understands their unique communication needs and cultural background. In a healthcare system that prioritizes accessibility, every interaction or encounter should be designed to be inclusive and accommodating to patients from all backgrounds. By integrating advanced technologies with the human touch, we can create a healthcare system that is supportive, compassionate, and effective for all patients.
How can our readers further follow your work online?
https://www.linkedin.com/in/kathryn-jackson-ci-ct-nic-m-97609710/
This was very inspiring. Thank you so much for joining us!
Kat Jackson of AMN Language Services: 5 Things We Must Do To Improve Patient Outcomes for… was originally published in Authority Magazine on Medium, where people are continuing the conversation by highlighting and responding to this story.