How to Request Translator Services for Medication Counseling

When you’re prescribed a new medication, understanding how to take it isn’t just helpful-it’s life-saving. But if English isn’t your first language, you might not catch the difference between once daily and twice daily, or miss a warning about mixing pills with alcohol. That’s where professional translator services for medication counseling come in. By law, pharmacies must provide them-at no cost to you.

Why You Need a Professional Interpreter for Medication Counseling

Using a family member, friend, or even a bilingual pharmacy staff member to translate your medication instructions is risky. A 2021 study in JAMA Pediatrics found that patients who relied on untrained interpreters had a 49% higher chance of making a serious medication error. That’s not a small risk. It’s the difference between feeling better and ending up in the hospital.

Professional medical interpreters aren’t just fluent in two languages-they know medical terms. They understand what “take on an empty stomach” really means, or why you shouldn’t crush a capsule labeled “extended-release.” They’re trained in confidentiality, ethics, and how to handle tense moments when a patient is confused or scared.

The law backs this up. Section 1557 of the Affordable Care Act, updated in 2025, requires any pharmacy that takes federal funds-including Medicaid and Medicare-to provide qualified interpreters for medication counseling. This isn’t optional. It’s mandatory. And you don’t pay for it.

How to Ask for an Interpreter-The Right Way

You don’t have to wait for someone to ask you if you need help. Step into the pharmacy, and say clearly: “I need a professional interpreter for my medication counseling.” Don’t say, “Can someone help me?” or “My daughter speaks English.” That opens the door for someone to offer a family member or an untrained employee.

Pharmacists are required to ask you about your language needs when you pick up a prescription. But if they don’t, speak up. You have the right to a qualified interpreter before you leave with your meds.

Here’s what happens next:

1. The pharmacist will confirm your preferred language.
2. They’ll connect you with an interpreter-either by phone, video call, or in person.
3. You’ll have time to ask questions about your pills: why you’re taking them, what side effects to watch for, and what to avoid.
4. The interaction will be documented in your file with a billing code (T-1013) to show the service was provided.

This process takes maybe five to ten minutes. But it’s the most important part of your visit.

Types of Interpreter Services You Can Expect

There are three main ways pharmacies deliver interpreter services, each with pros and cons:

• Phone interpreting: Fast and cheap. Services like RxTran connect you in under 30 seconds, 92% of the time. But if you’re elderly or have hearing issues, it can be hard to follow without seeing the pharmacist’s face. A 2019 study found 32% of older patients got confused during phone-only sessions.
• Video interpreting: Now used by 65% of healthcare facilities. You see the interpreter on a screen, which helps with nonverbal cues. It’s more expensive than phone but less than in-person. Common tech issues? Poor Wi-Fi or a camera that won’t turn on-reported in 28% of attempts.
• In-person interpreters: The gold standard. Especially useful for complex meds like blood thinners or insulin. But they’re hard to find outside big cities. Most rural pharmacies can’t afford to keep one on staff.

In California, state law requires pharmacies to offer free interpreter services during all medication counseling. They’ve even translated standard directions (called SIGs) into five languages: Spanish, Chinese, Korean, Russian, and Vietnamese. But even there, some Russian-speaking patients report confusion because the translations don’t match how medical terms are structured in their language.

What to Look for in a Qualified Interpreter

Not everyone who speaks two languages is qualified to interpret medical instructions. The American Translators Association says a true medical interpreter must:

• Complete at least 40 hours of specialized training
• Pass a certification exam
• Stay up to date with continuing education

A 2022 University of Arizona study found only 12% of pharmacy staff who claimed to be bilingual actually met these standards. That means if someone says, “I speak Spanish-I can help,” they might not know what “hypotension” or “hepatic metabolism” means.

Ask the pharmacist: “Is this interpreter certified for medical settings?” If they hesitate or say no, ask for someone who is.

What You Should Never Accept

Avoid these situations at all costs:

• Using your child as an interpreter-even if they’re fluent. It’s emotionally stressful and medically unsafe.
• Accepting a staff member who says, “I studied Spanish in college.” That’s not training.
• Letting the pharmacist rush you through instructions because they’re “busy.”
• Signing a prescription label without understanding it. If you don’t understand, say so.

A 2023 Kaiser Health News report showed that 67% of pharmacy technicians tried to handle LEP patients without interpreters when they were overwhelmed. That’s when mistakes happen.

What’s Changing in 2025

New rules took effect January 1, 2025: AI tools like Google Translate or chatbots can no longer be used for prescription labels or medication guides-even if they seem accurate. Human review is required. This was a direct response to cases where automated translations got dosage instructions wrong.

Also, the government is increasing funding. As of late 2023, Medicaid now reimburses pharmacies 75% (up from 50%) for interpreter services provided to children in non-English-speaking households. That’s pushing more pharmacies to invest in better systems.

California is expanding its translated SIGs to include Tagalog and Arabic, with pilot programs running in Los Angeles. Other states are watching closely.

What to Do If You’re Denied Service

If a pharmacy refuses to provide an interpreter, or tries to charge you for it, you have options:

• Ask to speak with the pharmacy manager. Most don’t know the rules and will fix it immediately.
• Call the pharmacy’s corporate office. Chain pharmacies like CVS or Walgreens have national language access policies.
• File a complaint with the U.S. Department of Health and Human Services (HHS) Office for Civil Rights. They’ve settled 47 cases since 2016-including a $1.2 million penalty against a national pharmacy chain in 2022.

You don’t need a lawyer. Just document the date, time, location, and what was said. HHS takes these seriously.

Final Tip: Bring Your Medication List

Before you go to the pharmacy, write down:

• All your current medications (including supplements)
• Any side effects you’ve noticed
• Questions you want answered

This helps the interpreter understand your full picture. It also gives the pharmacist a better chance to catch dangerous interactions-like mixing blood pressure pills with grapefruit juice.

Medication counseling isn’t just about getting pills. It’s about understanding your health. And if you don’t speak English fluently, you’re entitled to the same clarity as anyone else. Don’t settle for less.