10 Tips for Successful Over-the-Phone Interpretation in Healthcare
Clear communication is the foundation of quality healthcare, but what happens when language stands in the way? Whether you’re a doctor discussing treatment options or a pharmacist explaining dosage instructions, connecting with patients with limited English proficiency (LEP) can be challenging. In fact, data from the U.S. Census Bureau’s American Community Survey shows that more than 25 million people in the U.S.—over 8% of the U.S. population—speak English less than “very well.” That’s not a small issue. It’s a widespread challenge with real consequences.
Over-the-phone interpretation (OPI) can make a big difference in these scenarios. It gives healthcare staff immediate access to trained interpreters across hundreds of languages, helping them ensure that patients fully understand what’s being said, whether it’s a diagnosis, a procedure, or consent for treatment. This reduces confusion, lowers the risk of mistakes, and improves the patient experience.
However, having access to OPI is just the starting point. To get the full benefit, staff need to know how to use it effectively so that conversations remain clear, accurate, and respectful. At DTS Language Services, we have a set of tips for successful communication with interpreters that we share with new partners to help them connect with patients more meaningfully and deliver better care to those who need language support.
1. Start with Clarity and Context
Begin every session by introducing yourself, your role, and the reason for the conversation. For example: “Hello, my name is Dr. Lee. I’m here to talk with you about your upcoming surgery.” It is important you speak at a slightly slower pace than usual, not unnaturally slow, just enough to help the interpreter keep up. Otherwise, key details can be missed or misinterpreted, which may lead to confusion or errors in care.
Try to pause between sentences to allow for accurate interpretation. If your patient appears anxious, upset, or confused, share this observation with the interpreter at the outset. A simple comment like, “The patient seems nervous—please be mindful of that as we talk,” can help the interpreter manage tone and approach accordingly. This ensures the message is conveyed with the right level of sensitivity and helps the patient feel acknowledged, supported, and more at ease during the conversation.
2. Allow the Interpreter to Establish Rapport
Before launching into medical details, give the interpreter a moment to introduce themselves to the patient. Even a brief greeting like, “Hello, I’ll be interpreting our conversation today,” helps build trust and human connection from the outset. It shows the patient that everyone involved is there to support them, not just deliver information. This simple step signals respect, acknowledges the patient as an active participant in their care, and sets a cooperative tone. It can be especially valuable when discussing sensitive or emotionally charged topics, helping to ease anxiety and create a more open, comfortable environment for communication.
3. Recognize the Interpreter’s Role
It is also important to acknowledge that interpreters are there to facilitate communication, not to participate in the conversation. Their role is to convey messages exactly as they are spoken, without altering meaning, summarizing, or adding personal opinions. This ensures that nothing is lost, softened, or distorted in translation. For this reason, it’s best to avoid asking interpreters for advice or expecting them to explain cultural nuances. Trust their process. They’re highly trained professionals focused on preserving clarity, consistency, and trust between all parties involved.
4. Speak Directly to the Patient
Even though you’re speaking through an interpreter, engaging with the patient directly is important, just as you would with any other patient. Use direct language like, “Do you have any allergies?” instead of saying, “Can you ask her if she has any allergies?” This approach reinforces that the patient is the primary focus of the conversation and encourages rapport and eye contact, which are critical for establishing trust and engagement. Direct communication also reduces confusion and promotes a more respectful, trust-based relationship, which is essential for effective care, especially in emotionally sensitive or high-stakes situations.
5. Guide the Conversation
Take a moment before the conversation begins to let the interpreter know what to expect. For example, if you’re reviewing discharge instructions, gathering a medical history, or explaining upcoming procedures, make that clear upfront. Providing this context helps the interpreter anticipate the terminology, pace, and flow of the exchange, allowing them to better support both you and the patient. It also minimizes the need for backtracking or clarification later on. A brief heads-up can go a long way in creating a more efficient, focused conversation, especially when time and understanding are critical.
6. Understand That Time May Be Needed
Language isn’t always a one-to-one exchange, especially when it comes to complex or technical medical terms. Some concepts simply don’t have a direct equivalent in another language or may carry different cultural meanings. In these cases, interpreters might need to pause and ask clarifying questions or take extra time to explain the idea in a way the patient can fully grasp. This isn’t a delay—it’s an important part of guaranteeing true understanding. Give interpreters the time and space to do their job thoroughly. These brief pauses are often where potential misunderstandings are caught and corrected, ultimately leading to safer, more effective care.
7. Expect Occasional ‘Chatter’
During interpreted conversations, you may occasionally hear short exchanges between the interpreter and the patient that don’t seem to match your last question or comment. This might feel off-topic, but in most cases, it’s perfectly normal. These moments, sometimes referred to as “chatter”, are usually quick clarifications or cultural explanations that help the patient fully understand what’s being communicated. For example, the interpreter might be checking the meaning of a medical term, explaining a concept that doesn’t translate directly, or adjusting phrasing to fit the patient’s cultural context.
Rather than being a distraction, these brief side conversations are a valuable part of maintaining clarity. That said, if the exchange seems unusually long or you’re unsure what’s being discussed, it’s entirely appropriate to ask, “Could you explain what you just talked about?” This allows you to stay informed and maintain a clear, collaborative dynamic while respecting the interpreter’s expertise in bridging linguistic and cultural gaps.
8. Account for Language Structure Differences
Not all languages express ideas in the same way. Some are more descriptive, formal, or indirect than English, while others may rely heavily on context or cultural cues. As a result, a simple sentence in English, like “Take this pill twice a day”, might take several sentences in another language to fully explain, especially if the concept is unfamiliar or if additional clarification is needed for accuracy. The opposite can also be true: a longer English explanation might be condensed in the interpreted version without losing meaning.
So, if the conversation seems to take longer or sounds more detailed in the other language, don’t assume something is going wrong. More often than not, this is a good sign. This means the interpreter is preserving the nuance so the patient receives the full message. These differences in structure are part of effective cross-language communication and should be embraced as essential to delivering safe, respectful, and patient-centered care.
9. Ask for Repetition if Needed
If something isn’t clear, don’t hesitate to ask the interpreter to repeat or rephrase. You’re not being rude. You’re prioritizing accuracy. Interpreters understand this and are trained to support those moments without judgment. It’s also worth noting that some interpreters may speak English with an accent. That’s completely normal and doesn’t reflect their skill or understanding. Instead, focus on the content of what’s being said rather than how it sounds. The goal isn’t flawless pronunciation. It’s to make sure everyone is on the same page. Asking for repetition when needed helps prevent misunderstandings and reinforces a shared responsibility for clear, effective communication.
10. Be Patient and Respectful
Working with an interpreter naturally changes the flow of conversation. It introduces a new rhythm that takes a little getting used to. You’ll need to slow down, pause more often, and allow space for each party to speak and be heard.
Remember, these conversations often touch on sensitive, complex, or emotionally charged issues. Patients may be dealing with fear, confusion, or cultural differences, making communication even more challenging. Showing patience, listening attentively, and treating both the patient and interpreter with respect helps ease tension and build trust. While it may take a few extra minutes, that small investment of time can make a huge difference in how well the patient understands their care and how confident they feel moving forward.
How DTS Language Services Delivers 24/7 Support for Healthcare and Pharmacy Providers
At DTS Language Services, we support pharmacies and healthcare providers with 24/7, on-demand interpretation across more than 200 languages so that clear, accurate communication is always within reach, no matter the time or setting. By bridging language gaps, we help improve patient outcomes, reduce misunderstandings, and improve overall efficiency.
Backed by a network of over 4,000 professional linguists, our interpreters bring specialized expertise in medical, pharmaceutical, and financial terminology. Whether you’re reviewing treatment plans, explaining prescription instructions, or confirming insurance details, DTS delivers precise, culturally informed interpretation to support safe, effective, and inclusive care.
