In our recent webinar, Section 1557 Language Access Compliance: Key Steps for Healthcare Organizations, we explored the latest updates to Section 1557 regulations and discussed practical strategies for achieving compliance.
Participants Becky Ruckno, MSW, MBA, Director of Health Literacy and Interpreting Services at Geisinger; Lulu Sanchez, Vice President of Client Experience and Optimization at LanguageLine Solutions; and Cory Markert, Vice President of Global Content Solutions at LanguageLine Solutions, shared invaluable insights into creating more equitable healthcare environments.
Here are the top five takeaways from the session:
1. The Role of the Section 1557 Coordinator Is Crucial
One of the most pressing new requirements is the designation of a Section 1557 Coordinator. This individual is responsible for overseeing compliance, addressing grievances, and ensuring non-discrimination across all healthcare operations. Panelists emphasized that while organizations may assign designees to assist the coordinator, ultimate oversight must remain with the designated coordinator.
Ruckno shared how Geisinger is navigating this process, noting the challenges of assigning a single point of contact while integrating compliance responsibilities into broader organizational structures. The key takeaway: Choose a coordinator with a clear understanding of compliance obligations, supported by adequate resources and trained designees.
2. Policies and Procedures Must Be Dynamic
The Department of Health and Human Services (HHS) mandates that organizations maintain up-to-date policies and procedures addressing language access, non-discrimination, and grievance processes. These policies should reflect the organization’s size and complexity and include a detailed list of qualified bilingual and multilingual staff.
Sanchez stressed that organizations must frequently review and update their policies to accommodate operational changes and ensure alignment with evolving regulations. Ruckno shared Geisinger’s innovative approach, which includes tools like badge identifiers and automated systems for tracking fluency-tested bilingual staff, to improve transparency and access.
Organizations should also ensure their policies outline steps for identifying and accommodating individuals with limited English proficiency (LEP), accessing qualified interpreters and translators, providing auxiliary aids and services, and identifying qualified bilingual/multilingual staff.
3. Machine Translation Needs Human Oversight
A significant update to Section 1557 regulations is the requirement for human oversight of machine translation (MT). While MT tools like Google Translate are valuable, they must be reviewed by a qualified human translator for accuracy when used in critical communications. This includes text crucial to the rights, benefits, or access of individuals with LEP, where accuracy is essential, and for complex, technical, or non-literal language.
Markert emphasized that organizations can increase efficiencies by leveraging MT alongside human review rather than relying solely on traditional translation methods. Adherence to HHS standards is non-negotiable, particularly when accuracy directly impacts access to quality healthcare.
4. Training Is Key to Compliance
By May 2025, organizations must train relevant staff on their Section 1557-related policies and procedures. This training extends beyond clinical employees to include staff involved in patient access, financial services, and administrative support.
Panelists highlighted the importance of tailoring training to cover different shifts, ensuring that all employees—whether full-time, part-time, or temporary—are informed. Ruckno described Geisinger’s use of innovative methods like their “GOALS course” and “Lingo Labs,” which include hands-on training and real-world scenarios to reinforce understanding of compliance requirements.
Documentation is critical: Organizations must track employee participation and retain training records for at least three years.
5. Supporting Equitable Access Goes Beyond Legal Requirements
Achieving compliance is only part of the equation—ensuring equitable care for all patients requires proactive measures. This includes prominently displaying non-discrimination notices in multiple formats, providing auxiliary aids and services free of charge, and maintaining robust language access programs.
Ruckno shared Geisinger’s initiative to create “communication bins” stocked with resources like pocket talkers and visual aids to assist patients. Panelists also highlighted the importance of translating notices into the top 15 languages spoken in your state and ensuring patients and staff understand the availability of language and auxiliary services.
Flexibility and commitment to health equity are central to successfully implementing Section 1557 provisions.
LanguageLine Can Help
For over 40 years, LanguageLine Solutions has partnered with healthcare organizations to provide expert guidance and services that support compliance and health equity. From qualified interpretation and translation services to tailored training programs, we’re here to help you navigate Section 1557 requirements with confidence.
Contact us today to learn how we can assist your organization in creating a more inclusive healthcare environment for all patients.
