Why Telehealth and Patient Portals Create Language Barriers for LEP Patients 

By Your Health Magazine Contributor

Your Health Magazine Contributor

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Why Telehealth and Patient Portals Create Language Barriers for LEP Patients 

Healthcare has moved beyond the traditional doctor’s office. Patients can now schedule appointments online, complete digital forms, message providers through patient portals, and attend virtual visits from home.

These tools can make healthcare easier to access. However, they can create new barriers for patients with Limited English Proficiency (LEP).

A digital healthcare system only works when patients can understand and use it. For LEP patients, an English-only portal, unclear online instructions, or missing interpreter support can make it harder to receive timely care.

Language access in healthcare must extend to digital platforms. Healthcare providers need to consider language support when designing telehealth services, patient portals, and online communication systems.

How Digital Healthcare Creates Barriers for LEP Patients

Telehealth and digital healthcare platforms have changed how patients interact with providers. Many healthcare systems now rely on online registration, digital appointment scheduling, electronic health records, and virtual consultations.

For patients who speak English fluently, these tools may feel simple. For LEP patients, they can create communication challenges throughout the care process.

Common digital barriers include:

• English-only patient portal interfaces: Patients may struggle to understand account settings, appointment details, medical messages, and health information.
• Online appointment scheduling challenges: A patient may not know how to select the correct appointment type or explain their language needs.
• Unclear digital consent forms: Medical consent requires patients to understand risks, procedures, and treatment options before making decisions.
• Limited interpreter access during virtual visits: Some telehealth platforms do not make it easy to include a qualified interpreter during a video appointment.

When language support is missing, digital healthcare can unintentionally reduce access instead of improving it.

For LEP patients, communication is not only about convenience. It affects their ability to understand symptoms, follow treatment plans, and make informed healthcare decisions.

LEP Patients Have a Right to Language Assistance Under Federal Law

Limited English Proficiency (LEP) refers to individuals who do not speak English as their primary language and have limited ability to read, write, speak, or understand English.

Healthcare providers that receive federal financial assistance must take reasonable steps to provide meaningful access for LEP patients. Federal protections under Title VI of the Civil Rights Act of 1964 and Section 1557 of the Affordable Care Act support language access in healthcare settings.

These protections apply to important healthcare interactions, including medical appointments, treatment discussions, and communication about health services.

Language assistance helps LEP patients understand their care and participate in decisions about their health.

What Healthcare Providers Must Provide for LEP Patients

Healthcare providers may need to provide language assistance services based on patient needs and applicable requirements.

These services can include:

• Qualified medical interpreters
• Translated healthcare documents when required
• Language assistance at no cost to eligible patients
• Support for understanding medical information and treatment decisions

Qualified interpreters help ensure that medical information is communicated accurately. They interpret information without changing, adding, or removing important details.

For digital healthcare, language access should include more than arranging an interpreter after a communication problem occurs. Providers should consider interpreter access during telehealth visits, digital registration, and patient communication.

Why Family Members Should Not Interpret for LEP Patients

Some LEP patients may rely on family members or friends when professional interpreter services are unavailable. While this may seem convenient, it can create problems during medical conversations.

Healthcare discussions often involve complex information about symptoms, diagnoses, medications, and treatment options. Using an untrained interpreter may affect how accurately that information is shared.

Healthcare providers should make qualified language assistance available when patients need support understanding medical information.

Medical Information Can Be Lost or Misunderstood

Family members may unintentionally change the meaning of medical information.

They may:

• Leave out details they consider unnecessary
• Simplify medical terms incorrectly
• Feel uncomfortable translating sensitive information
• Avoid discussing certain symptoms or personal concerns

This can prevent healthcare providers from receiving accurate information from the patient.

A patient should be able to explain health concerns clearly and understand the provider’s recommendations.

Professional Interpreters Protect Accuracy and Privacy

Professional medical interpreters are trained to communicate healthcare information accurately. They understand medical terminology and follow confidentiality standards. This allows patients to discuss personal health concerns with greater privacy.

Healthcare communication often involves both spoken and written language support. While medical interpreters help patients and providers communicate during conversations, translators focus on converting written healthcare information into another language while preserving its meaning. Understanding the difference between medical interpreters and translators helps healthcare organizations choose the right type of language support for each situation.

Accurate communication also requires clear medical information in a patient’s preferred language. Written materials such as consent forms, medication instructions, and educational resources must maintain the original meaning while using language that patients can understand.

This is an important part of accurate medical communication, especially when patients rely on translated healthcare information to understand their diagnosis, treatment options, and follow-up care.

For LEP patients, access to a qualified medical interpreter can improve communication between the patient and healthcare team.

How LEP Patients Can Request an Interpreter or Translated Discharge Instructions

Many patients do not know they can request language assistance services during healthcare visits.

Patients can take simple steps to make their language needs clear before and after receiving care.

Request Language Support Before Your Appointment

When scheduling an appointment, tell the healthcare provider your preferred language.

You can:

• Ask for an interpreter when booking your visit
• Tell staff that you need language assistance
• Ask if interpreter services are available for telehealth appointments
• Confirm that the digital appointment platform supports interpreter participation

Healthcare providers should make it easy for patients to communicate their language preferences.

This information helps staff arrange the right support before the appointment begins.

Ask for Translated Healthcare Information After Your Visit

Medical instructions can be difficult to follow when they are only available in English.

LEP patients can request translated healthcare information, including:

• Discharge instructions
• Medication information
• Follow-up care instructions
• Important treatment documents

Clear communication after a visit helps patients follow medical recommendations and manage their health.

Healthcare Systems Must Build Language Access Into Digital Care

Language access should be part of digital healthcare design from the beginning.

Adding interpreter services after launching a telehealth platform or patient portal may leave gaps that affect LEP patients.

Healthcare systems can improve digital access by:

• Adding language preference options during registration
• Integrating interpreter services into telehealth platforms
• Providing multilingual patient communications
• Translating important digital healthcare information
• Training staff on how to support LEP patients online

Patient portals and telehealth systems should help every patient access information and communicate with providers.

A digital healthcare system should support patients throughout their care journey, including those who need language assistance.

Conclusion

Digital healthcare can improve access, but only when patients can understand and use the tools provided.

For LEP patients, language barriers can make telehealth visits, patient portals, and online healthcare communication difficult to navigate.

Healthcare providers can improve access by building language assistance into every stage of digital care. Qualified interpreter services, translated healthcare information, and multilingual digital tools help patients communicate clearly and understand their treatment.

Digital healthcare works best when every patient can access information, communicate with providers, and participate in their care, regardless of the language they speak.