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Measuring the ROI of Language Services in Health Care

Posted by Matthew Riley on December 1, 2017

A Somali man rushes into the emergency room with his young son, who has fallen from the balcony of their second-story apartment. Although the boy has no visible injuries, his father is concerned he may have a concussion and internal bleeding. He tries frantically to communicate with emergency room personnel using gestures and the few English phrases he has learned since moving to the United States six months before.

The triage nurse quickly places a video call to a Somali interpreter, who can relay the man’s concerns to her. Within minutes, the boy undergoes a CAT scan and receives appropriate treatment and monitoring. He is able to return home with his father later that evening.

Without video remote interpreting, this scenario could have played out much differently. While other industries demand to see a return on investment in hard dollars, the ROI of language services in health care is often measured by the absence of something.

Here are seven ways healthcare professionals measure the impact of their investment in language services.

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Multicultural ‘Super’ Consumers Are Buying: Are You Selling?

Posted by Bob Gallagher on November 29, 2017

“Super consumers” are the superheroes of retail. Both emotionally and economically engaged with brands and products, they are the top 10 percent of households that represent at least 30 percent of sales, 40 percent of growth and 50 percent of profit in any given category. Any retailer not connecting with these consumers’ passions and enthusiasm may face struggles.

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VIDEO: Earliest Adopter of Video Remote Interpreting Reports Significant Improvements

Posted by The LanguageLine Solutions Team on November 27, 2017

We all know that doctors sometimes have difficulty conveying medical terminology to patients. Imagine how insurmountable that challenge must feel when doctor and patient literally speak different languages.

This challenge is particularly acute in California’s Monterey County, an agricultural region known as “the Salad Bowl of the World” where nearly half of the 433,000 residents live in households in which a language other than English is spoken at home.  Of the county’s estimated 177,000 Spanish speakers, 56% are considered limited English proficient (LEP), meaning they speak English less than “very well.” Nationwide, only two regions – Miami-Dade (63.7 percent) and the Bronx (46.5 percent) – have a larger percentage of Spanish speakers than Monterey County (45.8 percent).

The area’s linguistic makeup presents an unusually large challenge for Community Hospital of the Monterey Peninsula (CHOMP), which is tasked with providing LEPs – as well as deaf and hard-of-hearing patients - meaningful access to their services.

WATCH THE VIDEO: InSight Breaks Language Barrier for Central Coast Patients

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How the Travel Industry Can Use Language to Gain Loyal International Customers

Posted by The LanguageLine Solutions Team on November 22, 2017

International visitors to the United States spent nearly $150 billion in the first half of the year, setting 2017 on a record pace.

Optimistic as these numbers are, it may also be true that American hospitality businesses are leaving money on the table by failing to provide travelers with an end-to-end travel experience in their own language, despite the technology existing to do so. In fact, American businesses could sustain the interest of these travelers and maintain their loyalty by providing an enhanced in-language experience.

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When to Work with an Onsite Interpreter

Posted by The LanguageLine Solutions Team on November 20, 2017

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Five Takeaways from California's Groundbreaking Language-Access Law

Posted by The LanguageLine Solutions Team on November 14, 2017

More than 40 percent of California residents speak a language other than English. It is also a state in which there is a significant mismatch between the second languages spoken by its physicians and the primary languages spoken by its patients.

Nearly 7 million California residents are considered limited English proficient (LEP), meaning they speak English “less than very well.” At last count, nearly a quarter of the nation’s total LEP population lived in this one state. In an effort to increase access to language services for these individuals, Governor Jerry Brown recently approved California Senate Bill No. 223 Chapter 771.

Here are five significant aspects of the law and their significance to healthcare organizations throughout the nation:

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Three Technologies That Are Improving Interpreter-Connect Times

Posted by The LanguageLine Solutions Team on November 9, 2017

When a customer takes time out of their busy day to call, every second matters, because every additional second they spend on hold stands to amplify their frustration.

It’s another second they’re not getting an answer to their question, another second to dwell on their problem, and another second to consider taking their business elsewhere.

For customers who need to connect with an interpreter, the wait can be even longer – but it doesn’t have to be.

Language access has evolved as the world has become more connected. Users are surrounded by smart, multi-function devices and expect to receive service anywhere and everywhere at any time. Fortunately, new technologies ensure that customer experience keeps pace with customer expectation.

When LSPs first came on the scene more than 30 years ago, the concept of a remote interpreter was novel. Decades later, our aim is to leverage technology in reducing wait times to mere seconds to ensure an optimal user experience.

Technological innovations are enabling faster connections to over-the-phone and video interpreters. Here’s a look at three of the latest advances and the impact they’re having on improving interpreter-connect times:

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Free Webinar: Onsite & Video Remote Interpreting - How to Choose the Appropriate Modality

Posted by The LanguageLine Solutions Team on November 8, 2017

To use an onsite interpreter or not to use an onsite interpreter?

This is a frequent question in healthcare settings when tending to patients who are limited English proficient (LEP), deaf, or hard-of-hearing. The advent of over-the-phone interpreting (OPI) and video remote interpreting (VRI) has given healthcare providers multiple options when it comes to providing these patients with the language access to which they are entitled.

These providers are left wondering: Do we still need to work with onsite interpreters? The answer is an unequivocal “yes.”

In what instances are onsite interpreters still recommended? This question will be addressed in full during our upcoming webinar, “Onsite and Video Remote Interpreting: Choosing the Appropriate Modality,” which will take place Thursday, Nov. 16, at 2 p.m. ET.  

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Case Study: Monterey Hospital Uses Video Remote Interpreting to Bridge Gap for Patient Six Thousand Miles from Home

Posted by The LanguageLine Solutions Team on October 16, 2017

It was one year ago that a native of the Hunan province of South China traveled 6,500 miles to California’s spectacular Monterey Peninsula. Expecting to spend her time taking in the dramatic scenery, real-life drama took place when the 49-year-old accountant was felled by a massive stroke in her hotel room.

Her life was saved by the emergency room staff at Community Hospital of the Monterey Peninsula, but when the woman awoke, she was surrounded by doctors and nurses who did not speak her language, which is a rare Mandarin dialect.

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How Quality and Security Are Ensured With Remote Interpreters

Posted by Jeff Cordell on October 5, 2017

Imagine you’re a sales manager at a telecommunications retailer that just rolled out the latest and greatest smartphone. A family of four has come into the store to upgrade their phones, a sale equal to well over $1,000. However, the family only speaks Vietnamese, a language that’s not common in your region.

Fortunately, you can use a mobile app to connect with an interpreter in less than a minute. While you explain the features and benefits of the newest model, the interpreter relays the information to the family in Vietnamese, and in turn relays their questions to you. The interpreter does all of this securely from a remote office, hundreds of miles away.

Language-access clients love the idea that their customers, patients, and citizens have near-instant access to interpretation in a constellation of 240-plus languages, but they wonder about security. Is the private and personal information that is exchanged during these calls as secure as it would be if the interpreter was sitting in a brick-and-mortar call center? Furthermore, how can the quality of these remote workers be assured?

We can’t speak for all providers of language solutions, but this is how LanguageLine reconciles these issues:

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