Video Interpreting to Meet Patient Needs
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Transcript of Video Interpreting to Meet Patient Needs
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Utilizing All the Tools: Video Interpreting as an Option in
Meeting Your Patient’s Communication Needs
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Who We Are
Erika Shell Castro– Director of Interpreter Services—Language Access Network– Previous Manager of Interpreter Services at largest hospital
system in Ohio– Bridging the Gap/Cultural Competency Trainer– Contact: [email protected]
Jeff Mercer– VP of US Midwest Sales—Language Access Network– 3 years in field—both OPI and Video– 7 years healthcare experience– Contact: [email protected]
Language Access Network Located in Columbus, OH www.languageaccessnetwork.com
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Defining Video Interpretation
• Methods of Delivery
• Relationship with vendor– Self-initiated and operated video with staff
interpreters– Contracted services with a 3rd party vendor– Partnership constructed among hospitals
utilizing a shared pool of interpreters from each hospital
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Role of Video
• A tool in your “toolbox”– On site staff– Contracted– Remote/telephonic– Video
• Not a replacement for on-site interpreters
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Meeting the Need Appropriately
• Where Video Shines:– Emergent care areas
• Emergency rooms• Labor and Delivery• Urgent Care
– Extended stay• Patient floors• Other in-patient areas
– Extension of interpreting resources
• Back up interpreter• Access to variety of
languages• Immediate access• Management of resources
• Avoid Video for:– Highly emotional cases such
as a trauma or terminal diagnosis
– Psychiatric care– Patients with low vision– Encounters where
understanding may be compromised
• Sedating medications• Dementia• LEP with hearing loss
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Needs of LEP vs. Deaf
• LEP– 70% of
communication is non-verbal
– Increased ability of interpreters to pick up on cues
• Facial expressions• Body language• Non-specific
speech– Improved back up
plan over audio-only
• Deaf/Hard of Hearing– Line of sight
• Positioning of patient• Exams, procedures, etc
– Limited vision• Usher’s Syndrome• Cataracts, glaucoma, etc
– Linguistic variances• Regional• Language Proficiency
– Minimal language skills– Alternate sign language– Late-deafened
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Goal of Video
Assure appropriate access to interpreters for patients and providers
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Making a Business Case for Video
• Due to volume, some patients may wait for an interpreter
• Due to scarcity of interpreters patients may wait or not have access to an on-site interpreter
• Typically institutions pay either a package plan or a per minute charge which eliminates waste and controls cost
• As part of a tool kit, video can be a valuable and cost effective way of meeting ADA and Title VI requirements
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Challenges
• Initial cost of equipment & connectivity– Purchasing– Leasing– Use of internet or T1
• Connectivity– Wireless capability &
coverage of institution– Specific hard wired areas
(hot jacks)– Broadband speed allocated
to facility• On-site interpreters who
feel threatened
• Buy in from providers– Concerns of efficiency– Change management
• Engaging the LEP and Deaf/ Hard of Hearing communities to embrace the tool– New technology– Quality controls– Staffing concerns– Appropriate use/access
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Recommendations• Walk through of hospital, clinic, etc to
determine where video can be used most effectively– Include on-site technical team– Evaluate type of equipment needed
• Widespread training throughout the departments where video will be used– Super User/Project Lead trainings for each
department where video will be used• Tips for working effectively with video interpreters• Equipment troubleshooting and problem solving
– On-site departmental trainings• Front line staff
• Senior management team support initiative– Track usage– Implement policy changes and expectations
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Recommendations (Cont’d)• Will you contract with a service provider who uses the internet or a
dedicated T1 line?– Costs/Benefits– Industry compliance
• Include Language Service team in implementation as champions• Conduct focus groups
– Staff– Patient– Community members
• Deaf/Hard of Hearing• LEP-immigrant and refugee communities
• Community education-health fairs, video training on how to work effectively with an interpreter including the introduction of video as a resource
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My Organization is Interested in Video Interpreting…
I Should Ask?
What are the questions
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Considerations (Part 1)
• What are the technical supports needed?– Can my organizations IT
department take this on?– Do they have the skills to
drive this project?– Do they have the time?
• What areas could this most be utilized?
• Who in my organization will champion this?
• What is the cost?– Set up
• Dedication of IT resources to research, set up and support program
– Training• Time set aside for staff
training• Will provider include
training as part of contract?
– Monthly cost– Length of contract– Equipment- purchase or
lease– Maintenance agreement
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Considerations (Part 2)• How will I make the business case?• What languages are offered?
– In house/staffed languages– Peripheral language demand
• Do I want a company with a call center or remote interpreters?• What are the training and qualifications of the interpreters?
– In house qualifications– State requirements
• What is the customer service provided?– 24/7?– Service/Maintenance Agreement– What is included?
• What kind of data is collected and what access will I have to this data?• How do I connect to the service?
– Wait time– Efficiency
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Who’s Out There
• Deaf-Talk
• Language Access Network
• Language Line
• LifeLinks
• Paras and Associates
• Local agencies—some do offer video solutions—typically over the internet
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Resources
• NCIHC Open Call May 25, 2007 On-site and Remote Interpreting: When is Each Appropriate
• RID Video Interpreting Papers
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Questions?• Contact info
– Erika Shell Castro [email protected]
– Jeff Mercer [email protected]
– Company info—See our booth or www.languageaccessnetwork.com