White Paper - "The New Joint Commission Standards for Patient-Centered Communication"


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Learn Why "Hospitals Remain Unprepared As The Joint Commission Standards Go Into Effect"


This new report, co-authored by two former language-expert hospital administrators in conjunction with Language Line Services, calls attention to the lack of compliance with language access requirements for limited English proficient patients, as new regulations by The Joint Commission enter a year-long pilot phase this year.


This report details the challenges ahead as healthcare organizations struggle to provide necessary language access services and integrate these new and revised standards into their day-to-day operations.

“Poor communication leads to poor care,”

...says co-author Oscar Arocha, a 25-year industry veteran and former director of the largest interpreter services department in the nation at Boston Medical Center.

“The problem is that few hospitals have taken the necessary steps to comply.”

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Among the topics covered in this new White Paper:

  • Language challenges that impact healthcare
  • Why language services are critical
  • The unfortunate truth: most hospitals are not compliant
  • The origins of medical interpreting
  • Patient/provider understanding and acceptance
  • Joint Commission mandates for training and certification
  • The standards that apply to language access services
  • The consequences of non-compliance
  • Developing a system-wide language services program
  • The Joint Commission is serious
  • Hospitals CAN prepare themselves

Learn what you need to know as your facility prepares for The Joint Commission's new standards for patient-centered care. 

Immediately download your copy of this valuable report now.  No forms to fill out.  No strings attached!


About the Report's Authors:


Oscar Arocha, MM is a senior executive administrator with over 25 years experience in the healthcare sector.


He was the Director of the largest and oldest Interpreter Services Department in the U.S. at Boston Medical Center. Under his leadership, Boston Medical Center has become the epicenter for advances in the delivery of interpreter services. As a national and international language access advocate, Mr. Arocha has presented at numerous conferences and been sought out as a consultant.

In 2006, he was invited by the Robert Wood Johnson Foundation to be part of the National Advisory Committee (NAC) in their Speaking Together initiative. He was called again in 2008 to serve on the NAC of Aligning Forces for Quality initiative. Mr. Arocha has lived in Venezuela, Italy, Egypt, Iran, Spain, Japan, Austria, and Brazil.

He holds an MA in Healthcare Management from Cambridge College, Massachusetts, and is fluent in French, Spanish, and Portuguese.


Deborah Yvette Moore served 32 years as manager of the Parkland Health and Hospital System.


She spent 29 of those years in the Patient Relations Department where she managed the patient advocates, the language assistant/patient relations representatives, and maintained the tele-interpreting program.

Ms. Moore has a background in nursing and education, and she is currently completing her Doctorate in Education: Administration and Teacher Learning.

She is currently a member of Society for Healthcare Consumer Advocacy (SHCA) and serves on two committees on the national level. She is a consultant to the state chapter TAPS, a member of the American College of Healthcare Executives, and a lifelong advocate of patient rights.


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