Case Studies

Hospital systems across the Mid-Atlantic region faced intense clinical and operational pressures during COVID-19 surges. Latino and African American communities were disproportionately affected, and patients and families with limited English proficiency were required to make urgent medical and financial decisions in acute-care settings.

Healthcare providers needed accurate communication to protect patient safety, ensure informed consent, manage liability exposure, and comply with federal and state language-access requirements for institutions receiving public funds. Under crisis conditions, communication breakdowns risked misunderstandings in care decisions, disputes with families, regulatory exposure, and loss of trust in high-stakes medical environments.

The work was carried out across six facilities within MedStar, Inova Fairfax, and Adventist Shady Grove, spanning emergency, cardiology, neonatal, psychiatric, and rehabilitation settings. It coordinated and facilitated communication between clinical teams and families, while also providing cultural intelligence guidance to clinical teams and administrators, supporting joint sessions with patients, providers, and ombudsmen, developing communication protocols, and educating patients on their rights and available resources.

Active communication breakdowns were addressed, treatment plans and consent processes were clarified for patients with limited English proficiency, and practical guidance was provided on rights and available resources. Participating hospitals strengthened their capacity to serve diverse communities in compliance with federal and state language-access regulations.