Bridging Patient Language Gaps with Video Remote Interpreting

Language services have become a core integration in virtual care implementations in acute care settings. Effective communication between providers and patients is essential and language interpreters help ensure equitable and accessible care for patients who are Limited English Proficient (LEP), Deaf, or Hard of Hearing. Empowering caregivers with access to remote interpreters amplifies language access support using on-demand resources that are available around the clock to bridge more communication gaps.

We recently sat down with Greg Marshall, Director of Partners and Alliances at LanguageLine Solutions, a Caregility Connected Ecosystem partner, to learn more about what makes the integration of Video Remote Interpreting (VRI) services essential to patient care delivery. Greg shares his insights on the benefits of VRI, its regulatory importance, unique use cases, and the future of VRI in healthcare.

What benefits do VRI services bring to healthcare provider organizations?

Greg Marshall
Director of Partners and Alliances
LanguageLine Solutions

Video Remote Interpreting services are revolutionizing healthcare by leveling the playing field for patients who are Limited English Proficient, Deaf, or Hard of Hearing. With about 10% of patients needing equitable access, VRI ensures everyone gets the same quality care. Plus, it’s not just the patients who benefit; their families do too, enabling them to be part of critical health discussions without language barriers.

The magic of VRI lies in its versatility and effectiveness. For American Sign Language (ASL) users, the visual component is indispensable, making VRI a game-changer. Beyond the immediate communication benefits, VRI is linked to better health outcomes, fewer readmissions, and reduced costs. It’s a win-win for both patient satisfaction and the healthcare provider’s bottom line. Research backs this up, showing that effective interpreter services can drastically improve patient understanding and adherence to medical advice, which is crucial for better health outcomes.

ASL Interpreter - Video Remote Interpreting

In terms of efficiency, VRI reduces the reliance on on-site interpreters, cutting down on logistical headaches and costs. This means healthcare staff can focus more on what they do best: caring for patients. Immediate access to remote interpreters boosts staff productivity and ensures that no patient is left waiting due to language barriers. In a nutshell, VRI isn’t just a service; it’s a smarter way to deliver healthcare that meets everyone’s needs by seamlessly bridging language barriers when the need arises.

Can you tell us about the regulatory side of VRI services and how they help healthcare organizations meet Language Access requirements?

VRI services help healthcare organizations stay on the right side of the law while making a real difference for patients. Under Section 1557 of the Affordable Care Act (ACA), healthcare providers must ensure non-discriminatory access to services, which includes providing meaningful communication for patients with Limited English Proficiency and those who are Deaf or Hard of Hearing. VRI ticks all the boxes by offering immediate and reliable interpreter access, ensuring that no patient is left out due to language barriers.

From a compliance standpoint, VRI is a game-changer. It helps healthcare providers meet the most stringent requirements of Section 1557. This is particularly crucial during emergencies when every second counts. With VRI, you’re not only avoiding not meeting mandatory regulatory requirements; you’re also ensuring that patients receive accurate and timely information about their health, which is essential for effective treatment and care.

Are there any unique use cases you see in the field that you can tell us about?

One of the standout applications of VRI is its effectiveness with children. Children often rely on visual cues to understand and communicate, and VRI allows interpreters to better engage with young patients.

The visual aspect of VRI is obviously invaluable for the Deaf and Hard of Hearing community. By enabling the use of American Sign Language and other visual communication methods, VRI ensures these patients receive accurate and clear communication.

VRI is also extremely beneficial in environments with the potential for cross-talk or multiple speakers, such as emergency rooms or busy clinics. The visual capability of VRI allows interpreters to see who is speaking, reducing misunderstandings and ensuring that correct information is communicated.

How have VRI services evolved in recent years and how do you see the field advancing over the next 5 years?

VRI services have seen significant advancements, particularly in the scope of languages covered and the quality of remote solutions. At LanguageLine, we now offer video interpreting in more than 45 languages. This has included integrating more dialects and specialized medical terminology, enhancing the overall effectiveness of patient-provider communication. In addition to ASL, there has also been substantial growth in video language support including Arabic, Cantonese, French, Korean, Mandarin, Portuguese, Russian, Somali, and Vietnamese languages.

Additionally, technological advancements have made video-based accessibility a standard option in patient rooms. Many hospitals now equip patient rooms with video interpreting devices, ensuring immediate access to interpreters without the need for in-person visits. This convenience not only improves patient care but also streamlines the workflow for healthcare staff.

Looking ahead, the next five years are likely to bring even more integration of advanced technologies like artificial intelligence (AI) and machine learning (ML) into VRI services. These technologies can help predict language needs and streamline the interpreting process, making services faster and more accurate. Furthermore, as telehealth continues to grow, VRI will become an even more integral part of healthcare, ensuring that language barriers do not impede access to quality care.

We can also expect further enhancements in video quality and accessibility features, making VRI a more seamless and user-friendly experience for all patients and providers.

Interested in learning more about VRI service integrations for your virtual care programs? Set up a discovery call today.

Virtual Care’s Role in Building Health Equity

In a string of years marred by some of the most challenging times in recent healthcare history, one positive trend is the buzz that has been building around health equity. Recognition of health disparity and the push to reduce it is building.

As providers look to build more accessible and inclusive care models for patients, virtual care has an important role to play. Here are a few examples of how telehealth is helping the cause.

Rural Care Access

Telehealth has long been lauded for its ability to reduce rural health disparity by facilitating virtual access to specialist care for patients in medically underserved areas.

Virtual care encounters also reduce barriers to care for patients who reside far from their local providers. Recent research revealed that patients with longer commute times to care sites were more likely to use telemedicine services, and the likelihood of having a telemedicine appointment grew with increasing commute times. Virtual engagement options similarly improve care access for those who have schedule restrictions and those without reliable transportation, many of whom are also economically disadvantaged.

To mitigate the risk of amplifying health inequity for those without access to broadband or enabling technology, many healthcare organizations are dispensing devices to patients to ensure equitable access to virtual care. Local, community-based outlets are increasingly providing device access, as well.

Engaging with Disabled Patients

One area where virtual care and digital health innovation can play a tremendous role in promoting health equity is within the disabled community. Travel arrangements can be particularly difficult and costly for patients with mobility limitations.

More than 60 million adults in the US have a disability, including more than 4.7 million Veterans with a service-related disability. The CDC reports higher rates of obesity, smoking, heart disease, and diabetes among disabled populations, making it imperative that these patients receive proper care. Virtual-first models ensure the most convenient option is the first line of defense in healthcare delivery.

Virtual engagement is ripe for further innovation in disabled care. As advancements in computer vision and precision eye-tracking enter the market, non-verbal patients are empowered to engage with remote clinicians. The incorporation of eye-tracking into virtual care also introduces new possibilities in the field of remote clinical diagnostics for neurodegenerative conditions such as Alzheimer’s, autism, and Parkinson’s, where problems in the brain can typically be detected in eye function.

Language Interpretation Services

For many patients, healthcare can be out of reach due to communication barriers. This can lead to greater health disparity, particularly within healthcare organizations serving culturally diverse patient populations. Patients with limited English proficiency, or LEP, are at a disadvantage to receive equal access to services due to the language barrier.

By integrating virtual remote interpretation capabilities into telehealth programs, health systems are reducing health inequities for deaf, hard of hearing, and LEP patients. This ensures 24/7 access to high-quality remote interpreters trained to provide culturally competent communication to support patient care. Video-enabled virtual engagement additionally supports ASL-based communication and allows providers to pick up on non-verbal patient cues and body language.

Decentralized Clinical Trial Support

Telehealth is also being used to support greater diversity in clinical trials where minorities have traditionally been underrepresented. Some 50% of FDA trials are conducted in one to two percent of all US zip codes. This limits research into the efficacy of care treatments across diverse populations. Through virtually enabled remote clinical trials, medical researchers can cast a broader geographic net to ensure that the patient sample is more reflective of the population.

Each of these virtual care initiatives plays a part in reducing health disparities and advancing patient care. And we’re just beginning to scratch the surface of what’s possible. As hybrid care and digital health innovation continue to ramp up in the coming years, telehealth will continue to redefine how we think about patient engagement and care.