Implementing system-wide digital medical interpretation: a framework for healthcare organizations

Area of Science:

• Health Informatics
• Healthcare Access
• Health Equity

Background:

• Limited English Proficiency (LEP) patients face significant barriers to healthcare access.
• Existing language access services often have suboptimal integration with Electronic Health Records (EHRs).
• Disparities in care can arise from inadequate communication between clinicians and LEP patients.

Purpose of the Study:

• To evaluate and enhance language access services for LEP patients within a large urban health system.
• To integrate interpreter services directly into the EHR system.
• To reduce healthcare disparities and improve the digital experience for patients and clinicians.

Main Methods:

• A descriptive evaluation approach was employed.
• Barriers to interpreter service utilization were assessed.
• Stakeholder engagement informed the development of solutions.
• The EHR was interfaced with a vendor platform for interpreter services.
• Implementation occurred across multiple hospital and outpatient settings.

Main Results:

• Audio and video interpreter service use increased significantly, from 9700 calls/month to over 68,176 calls/month.
• Over 14,000 clinicians utilized the service for more than 121,000 unique patients.
• Average waiting times for top ten languages decreased to under 30 seconds.
• User satisfaction was high, with an average interpreter rating of 4.9.

Conclusions:

• EHR-integrated interpreter services demonstrably improve language access.
• The integration successfully reduced waiting times and enhanced user satisfaction.
• This initiative represents significant progress in overcoming language barriers and reducing healthcare disparities for LEP populations.
• Future work will assess the impact on patient outcomes.