<img src="//bat.bing.com/action/0?ti=5257384&amp;Ver=2" height="0" width="0" style="display:none; visibility: hidden;"> LanguageLine Blog

Blog

Is Your Organization Ready for New Language-Access Laws Coming in 2018?

Posted by Suzy duMont-Perez on December 4, 2017

You may not realize it, but two laws aimed at improving communication with limited-English-proficient (LEP) beneficiaries will go into effect in 2018.

If yours is a home-health agency seeking to participate in Medicare or a health-insurance company that offers plans for employees, you will want to pay attention to these new laws so as to stay in compliance.

Read More

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.

Read More

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.

Read More

How to Determine Your Needs for Medical Document Translation

Posted by Cory Markert on November 28, 2017

You’re probably already aware of the documents your healthcare organization is legally required to translate. Translating these vital documents—such as informed consent documents, discharge instructions and complaint forms—ensures your organization complies with federal laws that prohibit discrimination based on national origin.

However, if your organization is committed to providing all patients with the best possible care at every stage, it’s not enough. That’s why it’s so important to consider the entire patient experience—and your entire organization—as you think about your document translation needs for the coming year.

Here are some important areas you can’t afford to overlook.

Read More

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

Read More

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.

Read More

Why Onsite Interpreters Charge a Two-Hour Minimum

Posted by The LanguageLine Solutions Team on November 21, 2017

When Alice went down the rabbit hole and into Wonderland in the children’s fable, all perception was distorted. Large things appeared small, and vice versa.

A similar perception issue tends to affect well-meaning health care providers when they schedule an onsite interpreter. An appointment they envision will take just a short time is very often in reality a much bigger commitment than anticipated.

The question of an onsite interpreter’s two-hour minimum is a reasonable one to ask. Clients often inquire why they must pay for two hours when they feel they only need the interpreter for 30 minutes. Why can’t the health care provider simply pay onsite interpreters for the time they work?

Though it often catches clients by surprise, the two-hour minimum is fairly standard. First and foremost, the practice exists to protect the client from unforeseen costs, as well as to support the patient experience.

Clients typically project an appointment will take 20-30 minutes; however, after checking into a clinic, sitting in the waiting room, visiting with the physician, and checking out, most appointments average around 85 minutes.

Consider the following:

Read More

When to Work with an Onsite Interpreter

Posted by The LanguageLine Solutions Team on November 20, 2017

Read More

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:

Read More

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:

Read More

Subscribe to our blog