Exploring the Role of Video Remote Interpretation in Bridging Language Gaps for Patient Care

The United States has many people who speak different languages at home. About 55 million speak a language other than English. Some of the most common are Spanish, Chinese, and Vietnamese. Because of this, many patients find it hard to understand medical instructions or explain how they feel. This can lead to problems.

Language barriers can cause more medical mistakes, wrong diagnoses, longer hospital stays, and patients coming back to the hospital more often. For example, Northside Hospital Atlanta saw their readmission rates drop from 17.8% to 13.4% after they started using professional interpretation services.

Miscommunication can delay treatment, increase legal risks, and lower the quality of care. Mistakes from misunderstandings have also been linked to more deaths and sickness in patients who do not speak English well. Because of this, healthcare providers have to follow federal laws like Section 1557 of the Affordable Care Act and Title VI of the Civil Rights Act. These laws require language services to make sure care is fair for everyone.

Even though the law says language services must be provided, it is not always easy to meet patients’ language needs. There are not enough trained medical interpreters for many rare languages. Also, using bilingual staff who have no formal interpreter training can cause errors. That is why technology-based solutions like Video Remote Interpretation are important.

What is Video Remote Interpretation (VRI)?

Video Remote Interpretation is a service using video calls to connect patients and healthcare workers with professional interpreters even if they are far away. It works in real time for spoken and sign language via tablets, smartphones, or computers. This system is very helpful when no in-person interpreter is available, especially in urgent or surprise situations.

VRI makes interpreters available for hundreds of languages, including American Sign Language. It can be used almost any time of day. The video also shows facial expressions and body language. This helps make the interpretation more accurate than just phone calls.

Healthcare workers like VRI because it shortens waiting time for interpreters, lowers travel and onsite costs, and makes appointments run smoother. A study at ScionHealth showed that interpreters were available within one minute for 98% of requests, costs dropped by 30%, and clinicians were happier.

Benefits of VRI for Healthcare Administrators and Patients

• Improved Patient Safety and Outcomes
  Good communication lowers medical mistakes and wrong treatments. Patients understand their problems and care plans better. This helps them follow instructions and get better faster. VRI raised patient understanding from 60% to over 90% in hospitals.
• Increased Access to Qualified Interpreters
  Many hospitals do not have enough interpreters, especially for rare languages. VRI links healthcare places to large groups of trained interpreters. This gives access beyond what onsite staff can offer.
• Cost-Effectiveness
  Hospitals save money by avoiding travel, housing, and hourly minimum fees tied to in-person interpreters. VRI lets hospitals pay only for the minutes they use, which fits changing demand better.
• Compliance and Legal Protection
  Using certified interpreters with VRI helps organizations follow language laws. This lowers the chance of fines or investigations for not meeting rules.
• Support for Emergency and Critical Care Scenarios
  VRI is useful in emergencies for quick communication with deaf patients or those who speak rare languages. For example, New York hospitals have used VRI to talk with deaf patients during surgery.
• Cultural Competency and Patient Experience
  Besides language, understanding culture matters for patient trust. VRI interpreters often have training in medical culture and ethics. This helps patients feel respected and safe.

Implementation Considerations for Medical Practice Administrators and IT Managers

• Reliable Internet Connectivity
  VRI needs fast and steady internet to keep audio and video clear. Poor internet can cause communication problems and risk patient safety.
• Compatible Devices and Setup
  Tablets, smartphones, or computers with cameras and microphones are needed. Places like reception, exam rooms, and emergency areas should have these devices ready for use.
• Staff Training
  Staff must learn how to start VRI sessions, fix tech problems, and prepare a good environment for patients and providers during interpretation.
• Protocols and Workflow Integration
  Workflows should include VRI in scheduling, patient intake, and emergencies. This helps make appointments smooth and ensures interpreters join when needed.
• Data Security and HIPAA Compliance
  VRI systems should use encrypted platforms that follow HIPAA and other privacy laws. This keeps patient information safe during remote talks.

Organizations should also create policies to use video interpreting together with in-person services. This matters for complex or sensitive cases that need an interpreter physically present.

The Role of AI and Workflow Automation in Language Access Services

Artificial intelligence and automation help healthcare language services like Video Remote Interpretation more than before.

AI-Powered Front Office Phone Automation
Some companies use AI voice agents to handle phone calls in many languages all day and night. These AI systems can:

• Answer patient calls 24/7 in different languages.
• Schedule and remind appointments without staff.
• Route calls based on language info from patient records or what the patient says.
• Turn on interpreter services automatically, cutting down wait times and work for staff.

By automating routine tasks, AI lets healthcare workers and interpreters focus on harder patient needs.

Integration with Electronic Health Records (EHRs)
Automation can read language data from patient files to know language needs before appointments. This helps start interpreter services on time without asking staff or patients.

Tracking and Compliance Monitoring
Automated systems keep logs of interpreter use, patient calls, and recordings. This helps healthcare managers meet legal requirements and improve services.

Complementing Human Interpreters
AI helps with scheduling and starting interpretation but does not replace human interpreters. Skilled people provide cultural understanding and precise communication needed in healthcare.

Key Statistics and Industry Examples

• The worldwide language service market is over $65.7 billion. More than 25 million people in the U.S. need language services.
• LanguageLine Solutions, a large language service company, gives over 87 million interpretation sessions a year. They cover more than 240 languages through phone and video, with 35,000+ trained interpreters.
• The Polyclinic’s language program raised patient satisfaction by 15% and lowered readmissions by 20% among non-English speakers.
• Northside Hospital Atlanta cut 30-day readmissions from 17.8% to 13.4% after adding professional interpretation.
• ScionHealth’s Video Remote Interpretation led to interpreters being available within one minute for 98% of requests. Their costs dropped 30% compared to onsite interpreting.
• Queens Public Library offers live interpreter phone calls in over 190 languages. This is similar to how some healthcare places provide quick language access.

Supporting Ethical and Cultural Competence in Language Access

Healthcare interpreting needs more than language skill. Interpreters must follow ethics to protect patient privacy and provide accurate communication. They must keep information confidential, avoid conflicts of interest, and understand cultural differences that affect communication and patient behavior.

Experts Jeannette South-Paul and Robert Like say that cultural training for healthcare staff makes language services work better. Understanding culture builds patient trust and helps patients follow treatment plans more closely.

Groups like AMN Healthcare provide certified medical interpreters who pass national tests and follow medical interpreter ethics. This includes sign language specialists with advanced credentials.