CASE STUDY: Cancer Center Implements Video Interpreting for On-Demand Language Access

BC Cancer Vancouver provides a comprehensive cancer control program for British Columbia Their mandate covers the full spectrum of cancer care from prevention, screening, diagnosis, and treatment. Research, education, support and palliative care are also provided.

Such an ambitious set of services would be complex in one language. But Vancouver is a cosmopolitan city. Because it is multicultural, it is also multilingual. More than half of Vancouver’s school-age children have been raised speaking a language other than English. Beyond English and French, Vancouver has large populations that speak Punjabi, German, Italian, Tagalog, and Spanish, among others.

To address this challenge, BC Cancer Vancouver is introducing on-demand video interpreting from LanguageLine, allowing caregivers to connect with professional linguists in 40 languages at the touch of a button. The device, which is mounted on an adjustable rolling stand, features a language menu that includes American Sign Language and British Sign Language. Audio-only interpretation is also available through the device in more than 240 languages.

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CASE STUDY: Non-Profit Turns to Video Interpreting to Expand Services

Family Services of Northern Alabama (FSNA) is a non-profit that seeks to teach, empower, advocate, and liberate through education, resource networking, and providing advocacy for victims of sexual assault.

The organization recently unveiled its new addition – LanguageLine’s Interpreter on Wheels. The devices, which were gifted to the organization by the Alabama Coalition Against Rape (ACAR) – allows FSNA to instantly reach live, professional interpreters in more than 240 languages – including video interpreters in 37 languages – at the touch of a button. The Interpreter on Wheels is an on-demand video remote interpreting (VRI) tool that features a tablet mounted to a rolling stand for increased mobility.

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CASE STUDY: Vancouver Airport Uses Video Interpreting to Assist Deaf and Hard of Hearing

Vancouver International is the second busiest airport in Canada, second only to Toronto. Nearly 26 million passengers from around the world came through its terminals last year.

It is often described as a trans-Pacific hub, with more direct flights to China than any other airport in North America or Europe.

Vancouver International has long placed a priority on what it calls “accessibility initiatives.” These initiatives have for several years included offering LanguageLine on-demand phone interpretation in more than 240 languages throughout its terminals.

Vancouver International recently launched a new service: LanguageLine one-touch, real-time video interpretation, which is available in 37 languages, including American Sign Language.

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WATCH: One of America's Largest Utilities Places Video Interpreting in Walk-In Centers

Con Edison is one of the largest energy companies in the United States. It provides electric and gas service in New York City and Westchester County, New York.

The communities that Con Edison serves are highly diverse, as you might imagine. To accommodate people of all languages, cultures, and abilities, the utility company is piloting an exciting new program in which it is placing LanguageLine On-Demand Video Interpreting in six walk-in centers across New York City’s five boroughs and Westchester County.

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NEW EBOOK: Five Criteria You Need To Know When Evaluating Interpreting Agencies

More than ever before, language services providers (LSPs) are essential partners in managing and growing modern organizations that welcome all people, regardless of language, culture, or ability.

Here’s why:

One in five U.S. households speaks a language other than English at home. That’s more than 65 million people. Another 10 million are Deaf or Hard of Hearing. There are more than 350 languages currently spoken in the U.S.

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Why Interpreter Recruiting Matters When Comparing Language Services Providers

Interpreter quality is the lifeblood of on-demand interpreting.

Connect times and technological bells and whistles do not matter if the interpreter on the other end of the line is not fully capable of delivering the empowerment you desire. It is imperative that language services providers (LSPs) have a sophisticated method for recruiting the finest interpreters in the world to meet your needs.

When evaluating interpreter quality, it is helpful to break the subject into four sections:

  1. Interpreter recruiting
  2. Interpreter new hire training
  3. Quality assurance, monitoring, and ongoing development and support
  4. Procedures and policies to ensure safety and security of information

In this article, we will address interpreter recruiting. Future blogs will cover the other criteria above.

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CASE STUDY: How The Mount Sinai Hospital Is Using Mobile Interpreting to Enhance Language Access and Improve Patient Care

The Mount Sinai Hospital in New York is one of America’s largest and most respected medical facilities, acclaimed internationally for excellence in clinical care.

In the “Best Hospitals” issue of U.S. News and World Report, Mount Sinai was nationally ranked in 10 specialties, and its pediatric center was listed among the country’s best children’s hospitals in six out of 10 areas of care.

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How Top Hospitals Get Leadership Buy-In for On-Demand Video Interpreting

Imagine your child is in a hospital where she and her caregivers do not speak the same language. She is sick and probably feeling more than a little scared.

Then someone brings in a tablet, presses a button, and up comes an interpreter who resembles her and speaks her language. Suddenly, your child’s doctors and nurses understand not just what your child is saying, but what she means.

On-demand video interpretation has proved especially effective with children. Video remote interpreting (VRI) is very similar to platforms with which most kids are familiar, like FaceTime or Skype. In the case of VRI, one touch of a button brings up a live, professional interpreter who speaks the patient’s primary language and picks up on their nonverbal gestures. This linguist interprets for the doctor to the patient, and vice versa.

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Do's (and Don’ts) for Using Video Interpreting in Children’s Hospitals

The use of video remote interpreting (VRI) has proved to be particularly effective with children and their families in hospital settings – even leading to a few pleasant surprises.

VRI is not a one-size-fits-all solution in a children’s hospital, however.

Three of the best children’s hospitals in the US—Boston Children’s Hospital, Children’s Health System of Texas, and Children’s Specialized Hospital in New Jersey—have managed to successfully implement video interpreting to improve understanding between providers, pediatric patients, and their families. We asked representatives from each of these hospitals what they considered to be the greatest advantages presented by VRI, as well as instances when it was not considered to be a good option.

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Surprise! Implementing Video Interpreting in Children’s Hospitals Yields Unexpected Results

The challenge of overcoming language barriers in a hospital or doctor’s office is particularly heightened when the patient is a child.

Video remote interpreting (VRI) is changing this dynamic in a big way.

The use of video interpreting has been connected to better health outcomes, fewer readmissions, reduced costs, increased staff productivity, and—most importantly—enhanced patient satisfaction. Video interpreting has proved to be particularly effective with children.

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