From the moment someone calls 911 through the ambulance ride and arrival at the hospital, there are ways patients, family members, bystanders, and healthcare professionals can help bridge communication gaps. Knowing what resources may be available — and preparing a few communication tools in advance — can make an already stressful situation easier to navigate.
Start with the 911 call
In a medical emergency, call 911 or the appropriate local emergency number as soon as possible. The dispatcher will need to understand where the emergency is happening, what happened, and what kind of help may be needed.
If language or another communication barrier makes that difficult, communicate the most essential information first: your location and that you need medical help. If you can, identify the language you speak or the type of communication assistance you need.
Emergency communication centers may have resources for communicating with callers who have limited English proficiency or communication disabilities, although available services can vary by location. Smartphone translation or accessibility tools may also be helpful when appropriate.
How family members and bystanders can help
If you know the patient, gather their medications, medical information, identification, and emergency contacts while waiting for EMS — but don’t delay calling 911 or interfere with immediate care. If you witnessed what happened, be prepared to tell responders what you saw and approximately when symptoms or the emergency began.
When EMS arrives
When emergency responders arrive, there’s often little time to explain. EMS professionals may need to quickly understand the patient’s symptoms, allergies, medications, and medical history, as well as what happened immediately before the emergency.
For someone who doesn’t speak English fluently, that can be challenging. Communication can also be more complicated for people who are deaf or hard of hearing, blind or have low vision, or who temporarily cannot speak because of an injury or medical condition.
Translation technology can be useful during this stage. Smartphone translation apps can translate typed or spoken phrases, and some allow users to download languages for offline use — an important feature when traveling somewhere with limited cellular or Wi-Fi service.
However, translation apps have limitations. They can misunderstand accents, medical terminology, or the context of a conversation. They can be useful for basic communication, but shouldn’t be treated as a substitute for qualified interpretation when important medical information needs to be exchanged.
If the patient has a preferred language or communication method, tell EMS as soon as possible. You can even alert the 911 dispatcher which language you speak or prefer. Emergency dispatch centers, EMS agencies, and medical facilities may have access to professional interpretation services by phone or video.
A medical information card or information stored on a smartphone may also help communicate critical details when the patient cannot, especially if it’s translated into the most common local language in your area or in the area you may be visiting. Your card should include your preferred language, emergency contacts, medications, allergies, major medical conditions, and other information you would want first responders to know.
When words aren’t an option
Sometimes the barrier isn’t language. An injured or seriously ill person may be conscious but temporarily unable to speak.
In those circumstances, simple non-verbal communication may help convey basic information until a more appropriate communication method is available. A patient might point to the location of pain, use facial expressions or gestures, nod or shake their head in response to simple questions, or use their fingers to indicate a number on a pain scale.
MASA Vice President of Broker and Strategic Partnerships and veteran paramedic Will Winters describes caring for someone without a shared language as a form of “show and tell,” in which responders demonstrate what they intend to do and use visual cues to communicate. A caregiver might also use a phone, tablet, notepad, or communication board to present simple written questions or images.
Non-verbal cues shouldn’t replace appropriate communication assistance when important medical information needs to be exchanged. But during an emergency, they can provide a way to communicate immediate needs.
Helping deaf or hard-of-hearing patients communicate
For people who are deaf or hard of hearing, the appropriate communication method will depend on the individual. Some people may communicate using American Sign Language (ASL), while others may prefer written communication, lip reading, assistive listening technology or another method.
During an EMS response, options may be limited, so let responders know the patient’s preferred communication method whenever possible. A phone or other device with text-based communication, live captions, or speech-to-text may also help depending on the circumstances.
It’s important for family members and bystanders not to assume that one solution works for everyone. Not every deaf person uses sign language, for example, and lip reading alone may not provide sufficiently clear communication for complex medical information.
For more information about preparing for emergencies as a deaf or hard-of-hearing person, visit the National Association of the Deaf, the Hearing Loss Association of America, and the Federal Emergency Management Agency (FEMA).
Helping blind or low-vision patients communicate
People who are blind or have low vision may benefit from clear verbal communication about what is happening around them. Responders can explain what they are about to do before examinations, treatments, or movements and provide specific verbal directions rather than relying on gestures such as pointing.
If the patient uses smartphone accessibility features such as a screen reader, keeping the device with the patient and readily available may also be helpful when circumstances allow.
Family members or bystanders can help by telling responders about the person’s preferred communication method and making sure important accessibility devices or communication tools stay with the patient when possible.
For more information about preparing for emergencies as a blind or low-vision person, visit the American Foundation for the Blind and the Federal Emergency Management Agency (FEMA).
At the hospital: ask about communication assistance
Once the patient reaches the hospital, additional communication resources may become available.
Many hospitals and healthcare systems offer language assistance for patients with limited English proficiency. Depending on the facility and circumstances, that assistance may include qualified interpreters who work in person, by phone or through video.
If you or a family member needs an interpreter, tell the care team as soon as possible and clearly identify your preferred language. For important discussions involving diagnosis, treatment, medications or informed consent, ask whether a qualified medical interpreter is available rather than relying solely on an app or an accompanying child or family member.
Hospitals may also provide qualified sign-language interpreters in person or through video remote interpreting. Depending on the setting and the patient’s needs, other resources can include real-time captioning, text-based communication, assistive listening devices or written instructions.
How family members can help at the hospital
Family members can share information about the patient’s medications, allergies, medical history, and usual communication method. But whenever possible, allow the patient to communicate directly with the care team and ask for appropriate professional communication assistance rather than taking over as the patient’s interpreter.
Create an emergency communication plan before you need one
You don’t have to wait for an emergency to think about communication. A few minutes of preparation can make important information easier to access when every minute matters.
Jaran Floyd, Senior Regional Sales Director at MASA and an experienced battalion chief and paramedic, says that sometimes the most important communication tool isn’t something you say at all — it’s the medical information you bring with you. He recommends that travelers carry a current medication list and other pertinent medical history. That information becomes particularly valuable if a patient is unconscious, impaired, or otherwise unable to answer questions.
Consider creating an emergency medical information card — either on paper, on your smartphone or both — that includes:
- Your name and emergency contact
- Preferred language and communication method
- Important medical conditions
- Allergies
- Current medications
- Relevant accessibility needs
- Health insurance information
- Your MASA information
And make sure that your information is translated into the local language where you are.
Another way to keep your MASA information handy is by downloading the MASA Global app to your phone (available in the Apple App Store or Google Play store).
If you’re going to be away from home in an area where another language is commonly spoken, consider learning or saving translations of a few essential phrases, such as “I need medical help,” “I am allergic to…,” “I take this medication,” and “Please get an interpreter.”
You can also download translation languages and offline maps before you leave home, so you aren’t completely dependent on cellular service.
Make your smartphone work for you
Today’s smartphones can be valuable emergency communication tools. In addition to translation apps, many devices offer features that allow you to store emergency medical information that may be accessible from the lock screen.
Accessibility settings may also offer tools such as screen readers, magnification, live captions, speech-to-text, and other communication assistance. Before traveling, take a few minutes to become familiar with the features available on your device.
The key is to set them up before an emergency. Trying to find and configure an unfamiliar accessibility or translation feature while someone needs urgent medical attention adds unnecessary difficulty to an already stressful situation.
Preparation helps everyone be heard
Medical emergencies can be stressful under any circumstances, and a language or communication barrier can add another layer of uncertainty. But preparing in advance can help ensure that you or a loved one can communicate important needs when every moment matters.
Communication is one part of emergency preparedness. Knowing where to turn for help with the medical transportation challenges that may follow is another. If a serious illness or injury occurs while you’re away from home, your MASA membership can provide valuable support for post-emergency qualifying medical transportation needs, according to the terms of your membership.
Before your next trip, take a few simple steps to prepare: know what communication assistance you can request, set up your phone’s translation and accessibility features, and keep essential medical information readily available. If you or a loved one has specific communication needs, include them in your emergency plan.
A little preparation today can help you be understood, get the help you need, and navigate an unexpected medical emergency with greater confidence.