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

This study evaluates and enhances language access services for Limited English Proficiency (LEP) patients in a large urban health system by integrating interpreter services into the Electronic Health Record (EHR), aiming to reduce care disparities and improve the digital experience for both patients and clinicians.

Using a descriptive evaluation approach, the project assessed barriers to interpreter service usage and developed solutions informed by stakeholder engagement. Emphasis was placed on interfacing the EHR with the vendor platform, using existing devices, tracking utilization, ensuring cost-effectiveness, and implementing the solution across multiple hospitals and outpatient settings.

After implementation, audio and video interpreter service use rose significantly, with calls increasing from an average of 9700 calls per month in 2022 to over 68 176 calls per month by the end of 2024. Over 14 000 clinicians used the service for more than 121 077 unique patients. Average waiting times for the top ten languages fell below 30 seconds, and user satisfaction was high, with an average interpreter rating of 4.9. Conclusion: The EHR-integrated interpreter service has improved language service access, reduced waiting times and enhanced user satisfaction, marking noteworthy progress in overcoming language barriers and potentially decreasing healthcare disparities for LEP populations. We plan to assess the impact on patient outcomes.