Innovative technology that allows for 240 languages to be interpreted at the touch of a button is improving patient experience and reducing appointment cancellations at University Hospitals of Derby and Burton.
The healthcare network has added the LanguageLine app to wireless devices across its hospitals. The app allows for one-touch, on-demand access to professional interpreters in more than 240 languages, including American Sign Language and British Sign Language. Interpretation is available in video and audio-only formats.
Despite in-person interpretation already being in place at the hospital sites, unavoidable delays for both patients and interpreters led to an increase in appointment cancellations. This prompted the Estates and Facilities team, led by Nicola Wigley, to explore new ways to offer patient-centered language and interpretation services.
As Wigley explains, the LanguageLine app provides a timely and efficient option for colleagues to use when seeing patients who do not speak English as their first language.
"We are a busy hospital, and people can often get delayed, whether that’s the interpreter or the patients,” Wigley said. “When that happens, sometimes the appointment cannot go ahead, which is really frustrating for our patients and impacts our waiting lists and patient satisfaction.
"Using this technology allows us to be responsive without having to reschedule an appointment if there is no interpreter available. By utilizing this new equipment, we can ensure we continue to deliver care to patients who speak a different language, particularly when they come through our emergency room."
A ‘Phenomenal’ Response
The rollout began with a trial in the emergency, prenatal, and endoscopy departments, and the response was “phenomenal,” Wigley said, with positive feedback from both patients and staff about the difference it made to patient experience and running services more efficiently. This success led to the order of more than 20 additional machines for use across the healthcare network.
Wigley added: "We chose to trial the machines in the Prenatal and Endoscopy outpatient areas after studying data that suggested these departments had a heavy use of interpretation services and a high number of canceled appointments.
"It means that if an interpreter has been booked for a patient and they are unable to get here, the patient is still able to have the appointment and get all of the information they need using the readily available interpreter. If a department has one of the machines, they can choose to use it instead of booking an interpreter to avoid any cancellations.
"Even very early results show that the number of canceled appointments has been reduced."
Wigley emphasized that implementing this technology allows for equity and equality for all patients who come through the doors of the hospitals within the healthcare network.
"We know that for some people, it can be scary going to the hospital,” Wigley said. “This is one of the ways to break that barrier and comfort anxious patients who might normally find it difficult to attend appointments because of a language barrier.
"The reason it has been successful and staff love it is because it is so easy to use. It is secure and is already very popular with patients, staff, and visitors.
"It's such a helpful tool. We think this technology will make a huge difference for those who require interpretation and give much-needed confidence when breaking down language barriers while visiting our hospitals."
LanguageLine Can Help
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.
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.
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