First Impressions: Improving the Connection between Deaf Consumers and ASL/English Interpreters

This dissertation examines the first impressions that occur between Deaf consumers and American Sign Language (ASL)/English interpreters prior to a healthcare appointment. Negative first impressions can lead to a disconnect or loss of trust between Deaf consumers and interpreters and increase the risk for Deaf consumers to receive inadequate healthcare. The recognition of this risk led to an action research study to look at barriers to successful interactions between ASL/English interpreters and Deaf consumers. The mixed methods research design and associated research questions discovered factors and perceptions that contributed to the disconnect and subsequently informed a 10-week intervention with a small group of ASL/English interpreters and Deaf consumers. The factors that influence connection are system related and a lack of a standardized approach to using name badges, missing or incorrect appointment details, and an inconsistent protocol for interpreter behavior when a healthcare provider leaves the room. The intervention allowed the interpreter participants to generate solutions to mitigate these barriers to connection and apply them during the 10 weeks. Deaf consumer feedback was gathered during the intervention period and was used to modify the generated solutions. The generated solutions included re-design of an interpreter referral agency’s name badge, using small talk as a way to learn information about the nature of the healthcare appointment and proactively discuss procedures when a healthcare provider leaves the exam room. These solutions resulted in a positive influence for both interpreters and Deaf consumers and an increase of trust and connection. The findings of this study show new approaches that create a connection between interpreters and Deaf consumers and may lead to more satisfactory healthcare interactions for Deaf consumers.