Whether it’s a medical emergency or a routine visit, our patients deserve clear, concise messages in the language of their choice. At Princeton Health, staff members now have 24/7 access to Martti® – My accessible real-time trusted interpreter – when caring for patients who speak a foreign language or who are hearing impaired and use sign language.
Upon admission, all patients should be asked for their preferred language. If that is any language other than English, staff and providers should use Martti to ensure proper communication, regardless of whether a patient understands English, or – in the case of a patient who is deaf or hard of hearing – has hearing aids or other assistance available. Martti offers interpretive services via phone or a video link. Live, in-person interpreters also can be arranged as needed.
HOW DOES IT WORK?
By Phone
- This option can be accessed at any time to communicate with a patient in a foreign language.
- If the patient called in, the interpreter can be conferenced into the discussion.
- In person, any desk phone or handheld mobile phone with speaker capabilities can be used. Dual-handset phones are available as well.
- Dial 609.853.5514.
- Provide the patient’s name, as well as the name of the staff member or physician.
- Enter the department’s access code. (Codes can be found on the Princeton Health intranet. Click the link for Language Translation Service Transition — Martti Tip Sheets.)
Video Remote Interpretation
- This option is helpful in any situation when visual body language would benefit the patient.
- Video service is required for patients who need sign language translation and is also useful for foreign-language interpretation in many cases.
- A video link can be arranged via Switchboard (PennChart) for scheduled or emergency visits.
- The video connection can be accessed using a Martti cart. At Princeton Medical Center (PMC), carts are available in the Emergency Department and the Nursing Supervisor’s
- Office. Princeton House Behavioral Health has its own cart as well.
- iPads provided by IT are equipped with the Martti app and have been assigned ID codes.
Live Interpreters
- This option is best for sensitive conversations, particularly when delivering bad news or conferring about complex issues; group discussions; and any time when video connection or quality is not optimal.
- To schedule a live interpreter from 8 am to 5 pm on weekdays, call Patient and Guest Relations at 609-853-7490.
- After hours or on weekends and holidays, contact the nursing supervisor at 609-853-7115.
For technical assistance, call Martti support at 1-866-449-4428. For questions regarding
interpretive services, call Patient and Guest Relations at 609-853-7490.
Tip sheets and other Martti resources are available on the Princeton Health intranet.
Maximizing our patients’ experience
| Do...
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Don't...
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| Eliminate or mitigate background noise and confirm that you, the patient, and the interpreter can hear one another clearly. |
Say anything you do not want to be interpreted. The interpreter is bound by ethical standards to translate everything said by all parties. |
| Address the patient, not the interpreter. |
Use complex medical jargon or terms. |
| Speak in short, complete sentences, pausing often to allow the interpreter time to translate everything that is said. |
Talk over the patient or the interpreter. Allow everyone the opportunity to speak, one at a time, to ensure clarity. |
| Ask the patient to repeat important instructions. |
Ask a child or family member to interpret. |