One of the major challenges facing Washington state-based Providence is the increase of limited English proficient and deaf patients seeking medical treatment throughout its health system, creating a need for expanded access to immediate language services.

[…] Providence once relied on telephone and on-site interpreters to communicate with LEP and deaf patients. But according to Cyndy Daniel, assistant emergency department manager for Providence Milwaukie Hospital near Portland, Ore., telephone interpretation was not well-suited for the fast pace of emergency care.

“Telephonic interpreters would be hit-or-miss,” Daniel said. “Some patients wouldn’t speak loud enough, and we would run into a variety of issues that anyone can have with phone communication.”

For scenarios in which a telephone interpreter was not an option, such as end-of-life discussions, group settings and deaf patients, the health system also worked with third-party agencies to provide on-site or face-to-face interpreters. But on-site interpretation had its own problems.

[…] “We look to invest in passionate, amazing management teams who are building disruptive technologies, like video remote interpreting, to help solve important problems that our health care system and patients care about,” said Martin.

Providence clinicians now have immediate access to video interpreters in more than 200 languages, including American Sign Language, 24 hours a day, seven days a week. A provider is able to select the patient’s requested language, designate if a female or male interpreter is preferred, and connect within seconds to a live, medically trained interpreter who appears on the screen. More.

See: H&HN

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