In the year since Colorado’s UCHealth and Parkview united forces, the collaboration has introduced groundbreaking healthcare innovations to the region. From virtual health services to personalized medicine through the biobank, virtual sepsis monitoring, and increased mental health support for veterans via the Next Chapter program, these initiatives have strengthened UCHealth Parkview’s commitment to providing accessible, high-quality care.
Among the most transformative advancements is their focus on enhanced interpretive services in partnership with LanguageLine, ensuring that language barriers never compromise the quality of care.
A Commitment to Inclusive Care
With a growing population of patients from diverse linguistic and cultural backgrounds, UCHealth Parkview has prioritized meeting each patient’s specific needs.
“We are continually looking at how we can meet the specific needs of each patient,” said Emerald Oport, coordinator of interpreter services for UCHealth Parkview. “It's about delivering not just the right medical care but also the right communication methods that work best for them.”
Thanks to this commitment, UCHealth Parkview now offers comprehensive language services in over 250 languages, including American Sign Language (ASL).
Services are available around the clock and tailored to fit the complexities of various patient interactions. Whether through telephone, video, or in-person interpretation, the goal is simple: to foster understanding and build trust.
New interactive tablets, available in every unit, allow virtual interpreting sessions to be launched through the LanguageLine app. Caregivers select the required language and choose between video or audio-only preferences. Within seconds, the session begins, connecting patients and providers with either a UCHealth or LanguageLine interpreter, depending on availability.
“We aim to meet patients where they are,” said Oport. “I feel like we really help fill in the gaps. We really give the patient the complete picture of what they need to know to be totally in control of their health care.”
The introduction of Video Remote Interpretation (VRI) machines in September has transformed the patient experience. Positioned in every unit, these devices connect patients and providers to certified interpreters in real-time. Oport recalls a heartwarming moment with a patient who initially declined interpretive services. Upon using them for a subsequent visit, the patient became significantly more engaged, realizing she could fully express herself and understand her provider.
“That connection empowers both patients and providers,” Oport said. “It builds trust on both sides and leads to better health care outcomes.”
Empowering Communication Through Innovation
- Audio-only Interpretation: Available 24/7, this service ensures immediate access to interpreters for brief and straightforward communications, such as patient registration or simple consultations.
- Video Remote Interpretation (VRI): Perfect for more complex conversations, such as routine clinical visits or follow-ups, VRI connects patients and providers with professional interpreters via real-time video.
- In-Person Interpretation: Reserved for situations that require a personal touch, such as pre-surgery discussions or new diagnoses, this service is invaluable for pediatric, elderly, or disabled patients needing additional support.
For the Deaf and Hard-of-Hearing communities, UCHealth Parkview provides specialized support, including clear masks for speech-reading and staff training for various communication needs. Written translation services also ensure patients receive essential documents in their preferred language.
The Impact of LanguageLine TeamLink
UCHealth’s partnership with LanguageLine has further enhanced interpretive services through TeamLink, a solution that integrates UCHealth’s own interpreters with LanguageLine’s advanced technology platform.
“We’ve seen literally 30-35% growth year-over-year in the demand for language services across our system. It’s a challenge to keep up with the demand, honestly. Fortunately, LanguageLine is a great partner and helps us do that,” said Scott Suckow, Senior Director of UCHealth Interpreter Services.
TeamLink allows UCHealth to deploy its highly skilled staff interpreters virtually, creating continuity that strengthens patient care.
“Very often those staff interpreters know the care providers. They know the care teams. They know the hospital and the clinics, and many times they even know the patient. That continuity really pays big dividends,” Suckow said.
Enhancing Patient and Staff Satisfaction
Feedback from both patients and staff has been overwhelmingly positive. “Our [patient satisfaction] ratings go up when a UCHealth interpreter is involved in the encounter,” Suckow said. “They trust their doctor more and appreciate the encounter more by several percentage points. We can track that back to the presence of a staff interpreter who is highly trained, highly qualified, and an integrated part of the care team.”
Beyond improving satisfaction, TeamLink has proven to be a cost-effective way to deliver exceptional language services.
“As opposed to having to worry about technology, we can focus on the quality of the interpretation that we’re providing. We can hire the best interpreters in the state and bring them into this system,” Suckow said.
A Commitment to Understanding
UCHealth Parkview’s partnership with LanguageLine exemplifies their dedication to fostering an environment where every patient feels empowered and understood. “Everyone deserves excellent care in a language they understand,” Suckow said. “Our interpretive services reflect our dedication to creating a supportive environment where every patient feels empowered and understood, regardless of language or background.”
By addressing language barriers with empathy, innovation, and expertise, UCHealth Parkview and LanguageLine are setting new standards for inclusive, patient-centered care. If you’re ready to elevate your language services and enhance the patient experience, contact LanguageLine today to learn more about TeamLink and its transformative potential.