Effective Communication in Hospitals

Good medical care depends upon effective communication between patients and providers. Ineffective communication can lead to improper diagnosis and delayed or improper medical treatment. Effective communication with persons who have limited English proficiency, as well as persons who are deaf or hard-of-hearing, often requires interpreters or other services. Many hospitals are actively taking steps to address these needs. However, hospitals face increasing challenges to meet the communication needs of an increasingly diverse population. At the same time, Federal agencies are addressing a significant number of complaints regarding the lack of effective communication in hospital settings.

OCR is responsible for enforcing Title VI of the Civil Rights Act of 1964 (Title VI), which prohibits discrimination on the basis of race, color, and national origin, and Section 504 of the Rehabilitation Act of 1973 which prohibits discrimination on the basis of disability by recipients of financial assistance from HHS. OCR is also responsible for ensuring compliance with Title II of the Americans with Disabilities Act (ADA)as it applies to health and human service activities of state and local governments. The Department of Justice is responsible for coordinating civil rights enforcement across the Federal government and for enforcing Title III of the ADA as it applies to public accommodations, including hospitals. The Department of Justice can also bring court actions to enforce any of these statutes or intervene in private actions.

Under these laws, hospitals must communicate effectively with patients, family members, and visitors who are deaf or hard-of-hearing and must take reasonable steps to provide meaningful access to their programs for persons who have limited English proficiency. 

To assist hospitals in meeting these responsibilities and to help ensure access to quality health care, the following information and resources are available:

Effective Communication in Hospitals Initiative Background Materials

• Letter to State Hospital Associations
• HHS Press Release: Initiative to Assist Hospitals in Effective Communication
• Background and Descriptive Information on Effective Communication in Hospitals Initiative
• 17 Hospital Associations in 16 States are Participating in the Initiative
• Questions and Answers about the Effective Communication in Hospitals Initiative

Effective Communication in Hospitals Resources and Tools

• Laws and Regulations
• Recent Compliance Activities
• Educational Materials
• Other Resources
• Links to HHS Programs