GRAND RAPIDS – Staff at McLaren Greater Lansing violated the Americans with Disabilities Act when they failed to provide a woman with an American Sign Language interpreter, a woman claims in a federal lawsuit.

Christine Ketola, who is deaf, was transferred from another hospital to McLaren Greater Lansing in October 2019 for abdominal pain.

While a patient there, Ketola "suffered the protracted humiliation of not understanding her medical care" because staff used note writing and faulty technology to communicate with her, according to the lawsuit filed in U.S. District Court.

"As a deaf American, (Ketola) primarily communicates in American Sign Language or 'ASL' for short," the legal complaint filed April 3 reads. "She requires an ASL interpreter to effectively communicate and participate in a health care setting."

McLaren failed to accommodate Ketola's disability, the lawsuit states, thereby violating state and federal anti-discrimination laws.

In a statement provided by marketing manager Linda Toomey, McLaren said it has not received the complaint and cannot comment on the specifics. The hospital provides accommodations to ensure health care access and effective communication is available to all patients, she said.

"Our facility utilizes technology which allows for communication with our patients and families when English is not a first language, including American Sign Language interpreter services for patients with hearing disabilities," the statement read. "Video Remote Interpreter equipment provides timely interpretation services where the interpreter is located remotely and communicates with the care team and patient through a portable screen.”

Ketola and her lawyers are asking a federal judge to compel McLaren to "implement policies and procedures that will ensure effective communication, full and equal enjoyment, and a meaningful opportunity for deaf individuals to participate in and benefit from" their health care.

Complaint: Woman couldn't make informed health care choices

"Language is the cornerstone of the patient-physician relationship," Ketola's attorneys write in the legal complaint.

They argue Ketola was unable to effectively participate in her own health care because staff failed to accommodate her language needs.

Hospital staff used note writing and video remote interpreting, or VRI, equipment that "either malfunctioned or failed to display an ASL interpreter," to attempt to communicate with Ketola.

One doctor indicated in medical records that he used an interpreter to discuss the risks and benefits of gallbladder surgery, but Ketola recalls "that he used VRI, which displayed a person apparently speaking without signing or communicating through ASL."

Studies have shown "many physicians are reportedly unaware of...the health needs of deaf people" and fail to understand that lip reading and note writing aren't effective for health communication, the lawsuit says.

"Deaf people who have practiced lip-reading/speech-reading for many years and who are familiar with spoken language are able to understand at best 30-45% of spoken English," the complaint reads, quoting from a 2016 study. "Furthermore, note-writing is often constrained by deficits in health literacy and limited ‘fund of information’ deficits."

Ketola "cannot effectively communicate by reading a person’s lips or exchanging written notes in English for all communications, especially those involving medical terminology," the lawsuit state.

Because Ketola couldn't effectively communicate, she was unable to make informed health care choices, the complaint argues.

And she was in pain and frustrated, the lawsuit says, even bringing in a certified legal interpreter to attempt to explain to staff that the VRI services were not helping.

By failing to understand that and then accommodate Ketola's needs, the hospital violated the Americans with Disabilities Act, Affordable Care Act and other federal laws, the lawsuit states.

Lawsuit seeks changes at McLaren Greater Lansing hospital

Ketola is suing McLaren for four total counts and is asking for money to compensate for damages, attorneys fees.

She's also asking that a judge issue an injunction ordering McLaren to:

Provide an in-person interpreter for people who are deaf or hard of hearing as soon as practicable upon request

Notify people who are deaf or hard of hearing of their right to an interpreter. The lawsuit specifies that the notification should be clearly worded and explicitly state the hospital "will provide sign language interpreters, videophones, and other communication services to ensure effective communication with deaf or hard of hearing persons."

Ensure the "most appropriate method" is available and recognize the Video Remote Interpreting System is not appropriate in all medical situations

Guarantee when the VRI is used that it has a high-speed Internet connection, is appropriately sized and focused and has good audio quality. The lawsuit adds the equipment should be portable and used in a private room when possible.

Train employees regularly on how to use a VRI system and how to obtain interpreters when requested by deaf or hard-of-hearing individuals

Create and maintain a list of sign language interpreters and ensure one is available at all times

Train employees regularly about the federal rights of people who are deaf or hard of hearing

Contact reporter Megan Banta at mbanta@lsj.com. Follow her on Twitter @MeganBanta_1.