Why do I need to provide language access to patients, clients and customers?

Being able to communicate effectively in the language of your patients, clients, or customers is extremely important for your relationship and essential to your brand’s success. If you receive federal funding, providing adequate language access options also protects you from violating Title VI of the Civil Rights Act of 1964, which prohibits discrimination on the basis of race, color, and national origin in programs and activities receiving federal financial assistance. This includes providing language access to individuals with Limited English Proficiency (LEPs). Your company’s customers will also feel more attracted to your brand if advertising and customer service options are provided in the language in which they are most comfortable.

A hospital, for example, should always have on-site or on-call interpreters available for LEP individuals. This will help eliminate medical emergencies or poor care caused by the individual’s inability to communicate effectively with health care providers. It is extremely important that both doctor and patient understand each other completely to avoid these potentially grave errors. The same holds true in legal settings. Miscommunication between parties can be the difference between improper sentencing and an innocent person being set free. Communication in their native language also ensures that each party understands all legal implications associated with an action, protecting everyone involved.

Not only does closing the language barrier protect you from violating Title VI of the Civil Rights Act of 1964, it also goes a long way in improving your brand image. If you are able to provide advertisements in the native language of your intended audience, these customers will be more likely to feel appreciated and attracted to your company. If you provide customer service options in other languages (either via a live bilingual operator or telephonic interpretation option), these customers will continue to feel appreciated and are more likely to interact with you if needed. This communication can help ensure their needs are met so they remain loyal customers for you.

If you find that you would like to provide language access for any target demographic, we will be glad to assist with the steps along the way. Please feel free to contact us with any questions or for a free quote.