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'It Was Like a Miracle': A Video-Interpreting Success Story

Posted by The LanguageLine Solutions Team on September 24, 2018

Alex Gonzalez is a registered nurse in the oncology unit at Salinas Valley Memorial Health System. SVMH is a public hospital that provides quality health services to patients of all ages throughout Monterey County, an agricultural hub where a quarter of the overall population are non-citizens and more than 40 percent are native Spanish speakers.

It’s no wonder that when Gonzalez was trained on LanguageLine InSight, a video-interpreting solution that delivers on-demand access to professional linguists in 36 languages at the touch of a button, he thought the technology was heaven-sent.

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Why Pharmacies Need Language Access

Posted by The LanguageLine Solutions Team on September 18, 2018

Like physicians, pharmacies play an important role in empowering patients to take charge of their health

Unfortunately, language barriers often make it more difficult for non-English-speaking customers to ask important questions about their medication, take it as directed, and be aware of potential side effects.

As pharmacies serve increasingly diverse populations, language access is becoming more important than ever.

The Center for Immigration Studies reports that one in five Americans (65 million people) speaks a language other than English at home. Just over of 40 percent of these individuals is considered Limited English Proficient (LEP), meaning they speak English “less than very well” and are entitled to assistance. This LEP group constitutes about nine percent of the total U.S. population.

Language barriers can pose serious health risks to LEP customers. Research has shown that those with little knowledge of English often do not have a good understanding of their medication instructions.

Here are a few ways language access can help pharmacists empower their customers.

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CASE STUDY: Rural Colorado Medical Center Uses Grant Funds to Purchase Interpreter on Wheels

Posted by The LanguageLine Solutions Team on May 9, 2018

Yampa Valley Medical Center (YVMC) in Steamboat Springs, CO, is a 39-bed acute-care hospital that provides sophisticated medical services to more than 51,000 outpatients annually. Nestled in the Rocky Mountains, the region is a popular vacation destination, which adds to the challenge of serving the rural area’s diverse language needs.

“We have 16 different languages used in 2017 at the hospital,” said Erica Gallagher, manager of language services at Yampa Valley Medical Center. “Our highest frequency languages are Spanish, Vietnamese, and Mandarin.

“When you first encounter someone that speaks a language other than the one you speak, you may feel like you can communicate decently, and that’s OK. But the more you have experience with it, you come to realize that, even if one word is misinterpreted, the outcome could be fatal or at the very least, have really negative consequences for the patient.”

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Best Practices to Ensure Compliance When Using Video Remote Interpreting

Posted by Sylvana Stratton on August 17, 2017

Video remote interpreting (VRI) is a powerful technology that’s enabling healthcare organizations to better serve people who are limited English proficient, deaf, or hard of hearing.

As with any technology, however, VRI can have unintended consequences if not used with care.

The potential risks to patient and provider are apparent in Sunderland et al v. Bethesda Hospital Inc., a case in which a top court recently ruled that a hospital’s improper use of video interpreting amounted to discrimination against deaf patients.

This is an unfortunate experience that no hospital would want its patients to have. Fortunately the National Association of the Deaf and other groups offer best practices your healthcare organization can follow to ensure compliance when using VRI.  

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Navigating a New Frontier: Implementing Video Remote Interpreting

Posted by Julie Carson on July 20, 2017

More companies are recognizing the power of video remote interpreting to connect with customers instantly, providing the benefits of face-to-face interaction at a fraction of the cost.

Actually implementing it, however, feels a lot like navigating a new frontier. It’s unfamiliar territory and there are few precedents or guidelines.

If your team is ready to forge onward and you don’t know where to start, here are a few recommendations to follow.

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