Healthcare interpreting options: Which should you use?

With more than 65 million people in the U.S. whose primary language isn’t English, one can quickly come to the conclusion that we’re fast becoming a multilingual melting pot, where communicating with non-English or limited English speakers can result in misunderstandings – at best, or worst case scenario – serious consequences.  This article will help you understand which healthcare interpreting option is best for your situation.

Nowhere is the ability to accurately communicate more important than in the healthcare field. Take for example the documented case of an 18-year old athlete, who after being found unresponsive, was taken to the hospital. With limited English proficiency (LEP), family members and friends who accompanied the teenager told the ER doctor, in broken English, that he is ‘intoxicado’ – which in Spanish translates to ‘poisoned’. The doctor, combining pinpoint pupils with the word ‘intoxidado’, treated the teen for a drug overdose, when in fact the reason for the athlete’s symptoms was a cerebral hemorrhage. This gap in communication resulted in the teen becoming a quadriplegic and a lawsuit against the hospital, resulting in a $71 million settlement. 

Bridging the healthcare communication gap

Already underway, many believe that cost-effective, value-based medical care will make significant inroads in 2020. What is value-based care (VBC) and what does it have to do with healthcare language interpretation? Simply put, VBC ties physicians’ salaries directly to medical quality, patient outcomes and cost efficiency. For physicians, healthcare facilities and hospitals to ensure best patient outcomes, it’s imperative that patients have a thorough understanding of all information, such as the medical questions asked, test results, post visit instructions, etc. 

When you combine VBC with regulatory compliances and mandates such as the Americans with Disabilities Act (ADA), the Affordable Care Act, Section 1557 (ACA), and Centers for Medicare & Medicaid Services (CMS) regulations to name a few, healthcare interpretation is a healthcare necessity. To provide the language interpretation that patients with LEP or are hearing impaired require, healthcare personnel have various interpretation services to choose from. Let’s take a look at the three primary interpretation methods, the benefits and challenges of each, and when to use each one for the best outcomes. 

Over-the-phone interpreting

Over-the-phone interpreting (OPI) is typically an on-demand service that provides fast response and is the least costly of the three. This service is best employed for interpretation of less common languages and/or when there is an immediate need. Other considerations to factor in are the length of the interpretation session, nature of the conversation and patient preference. 

While this service provides ease of accessibility, it is unable to provide interpretation of visual cues such as body language that the patient may be trying to convey. In addition, it can’t be used for hard of hearing or Deaf patients. Nor is it recommended for highly emotional or delicate conversations, such as the death of a patient.      

Video remote interpretation

Video remote interpretation (VRI) is an extension of OPI that can provide not only the immediateness that is needed in many situations, but also enables the interpreter to read the patient’s body language – providing for both verbal and non-verbal communication. This is particularly valuable when the patient knows American Sign Language.  

While this leading-edge communication technology provides the benefits of a virtual in-person language interpreter, it can result in some difficulties. For example, the medical facility’s network, Wi-Fi strength and hardware will all play a role in video quality. However, the cost-efficiencies of a virtual medical interpreter combined with its immediateness can be the most beneficial way to bridge the gap between telephone and on-site interpretation.

In addition to traditional video remote interpretation (VRI), Zoom interpretation services provide an innovative solution for multilingual communication. Start-ups and Fortune 500 companies can leverage cloud-based meeting solutions such as Zoom and BURG InterpretManager for managing and delivering interpretation services. This helps to eliminate language barriers and build trust and credibility with stakeholders, ensuring that messages are accurately conveyed and understood.

On-site interpretation

The most human-centered approach, on-site interpretation (OSI) is, in many cases, the preferred method of medical language translation. Take for instance, medical situations where discussions around a complex diagnosis, time-consuming conversations, life-changing diagnosis or end of life need to be accurately and/or compassionately communicated to the patient. While video remote interpretation is able to pick up on visual cues, a small nuance or portions of the patient’s body that isn’t in the video will be lost. This method enables the language interpreter to ensure that both verbal and non-verbal messages are accurately conveyed to the physician. 

On the downside, this is the most expensive method of medical language interpreting and requires advanced scheduling. The expense can increase further by appointment rescheduling, physician scheduling changes, ancillary costs, etc., making on-site interpreting the priciest of healthcare interpretation methods.

Summary

Since each and every patient, as well as their healthcare needs are unique, there isn’t a single healthcare language interpretation method that should be used across the board. The goal is, and will continue to be, to provide the best medical care for all patients, and for LEP and hard of hearing patients this means providing a healthcare language interpreter. 

If you’d like to learn more about how BURG Translations can help you with OPI, VRI or OSI healthcare interpretation, contact us today.