New language access rules are reshaping patient experience: Lessons from Denver Health and UnityPoint Health
Monday, August 10th, 2026 | 12:00 PM - 1:00 PM CT
The Joint Commission’s standards on effective communication and language access, HHS’s CLAS Standards, CMS Conditions of Participation, and new state interpreter mandates are pushing health systems to rethink how they serve LEP patients. For patient experience leaders, the pressure is real: meet the requirements, improve communication and do it without adding clinician burden.
In this Aug. 10 discussion, patient experience leaders from Denver Health and UnityPoint Health will detail how they embedded interpreter services into EHR workflows, telehealth, discharge and contact centers, and how that work connects to HCAHPS and health equity star ratings.The Joint Commission’s standards on effective communication and language access, HHS’s CLAS Standards, CMS Conditions of Participation, and new state interpreter mandates are pushing health systems to rethink how they serve LEP patients.
For patient experience leaders, the pressure is real: meet the requirements, improve communication and do it without adding clinician burden.
Learnings include:
- How to map a single regulatory driver, such as the CLAS update or CMS requirements, to the policies, staffing and documentation your organization needs now
- How Denver Health and UnityPoint Health integrated interpreter services across digital front doors, virtual care and inpatient rounds
- How to connect language access to HCAHPS communication domains and equity-related star measures
- Where AI-assisted quality monitoring with human oversight supports continuous QA
Presenters:
Dipak Patel
CEO, GLOBO
Tyler Gegen, MBA, FACHE, CPXP
System Executive Director of Patient Experience, UnityPoint Health
Maria Pamboukis, M.D. CPXP.
Director, Patient Services, Denver Health