Table 2.

Care coordinators’ encounters to address communication challenges of Spanish-speaking caregivers of children with medical complexity

1. Serve as interpreters in helping caregivers understand communication from healthcare providers (e.g., clinic, hospital), representatives of community agencies (e.g., pharmacy, equipment supply companies, home health agency), and administrative agencies a. Help interpret phone calls that caregivers received b. Help caregivers make phone calls to providers/agencies c. Interpret letters, forms, and documents that are sent to the child d. Interpret in-person communication with providers in the hospital and clinic

2. Help navigate the healthcare system by performing the tasks typically carried out by caregivers of children with medical complexity a. Call clinics to schedule/change appointments* b. Call pharmacy to refill medications* c. Call equipment supply companies to order supplies d. Complete application forms for camps and special services (e.g., home and community-based waiver applications) e. Complete required processes to obtain services (e.g., transportation)

3. Educate and guide caregivers about ways to navigate the healthcare system a. Provide education about the process to refill prescription medications b. Provide guidance about obtaining non-emergency medical transportation† c. Empower caregivers to advocate for health services for their children

4. Identify resources in the community to meet the practical needs of the child and family†

5. Serve as a liaison between caregiver and healthcare providers a. Clarify with caregiver, rationale for services (e.g., school, early intervention services) tests and procedures, and clarify appointment time/location b. Provide clarification to caregivers about management plan and recommendations of healthcare providers c. Communicating with healthcare providers about caregivers’ wishes and goals for their children

6. Provide emotional support to caregivers, and advocate with healthcare providers and agencies about health and support services for the child (e.g., writing letters for immigration agency)

^*Most frequently reported in care coordinator encounter logs

^†Reported previously in other manuscripts from this project