Video Interpreter Services to Improve Patient Care: Best Practices for Healthcare Providers

Effective communication is the essence of healthcare, and it is easily facilitated when the needs of a patient are clearly understood. This can be highly compromised whenever a language barrier between the two parties is at play. It can lead to miscommunication, dissatisfaction, and even adverse health events. Video interpreter services bridge these gaps in communication and ensure that patients are not denied needed care simply because of a language barrier. It is increasingly critical for healthcare providers and administrators to understand how to best position and take advantage of these services. 

Below, we will focus on how healthcare organizations can choose, implement, and optimize those services to better meet the needs of today’s increasingly diverse patient populations. 

Understanding Video Interpreter Services in Healthcare 

Video interpreter services, or Video Remote Interpreting (VRI) services, provide real-time language support through the use of video technology. This allows healthcare professionals to communicate effectively with patients who have poor proficiency in the predominant language spoken within the care environment. Such services merge accessibility via telecommunication technology with the competencies of certified interpreters. They add a key visual element that is often critical for understanding conversational nuances, and for complete and accurate communication. 

Key Benefits of Video Interpreter Services / VRI Services 

• Improved Patient Outcomes: Clear communication is associated with improved understanding of the patient’s medical condition, compliance with the treatment plan, and overall satisfaction with the care provided.
• Increased Accessibility: Using remote, on-demand video interpreter services enables immediate support regardless of the time or location. This is of particular importance in emergency situations.
• Cost-Effectiveness: Unlike the services of an on-site interpreter, video interpreter services often reduce many costs related to travel, scheduling, and waiting, making these services much more efficient and affordable in many healthcare settings.
• Non-verbal communication: Unlike phone interpreter services, video allows one to observe body language and facial expressions, which are valuable in making sure all parties are clearly understood. 
• Complying with legal and regulatory requirements: Professional video interpreter services can assist healthcare providers in meeting their respective legal obligations under the ADA and Title VI of the Civil Rights Act. These call for ensuring effective communication with such patients who have a limited proficiency in the English language. 

Key Steps in Implementing Video Interpreter Services in Healthcare:  

1. Needs Assessment and Selection of Service Provider

A needs assessment should be done prior to implementing video interpreter services. This assessment helps determine which languages are predominantly spoken within a patient population, as well as the relevant contexts where these services will be required, such as emergency rooms, outpatient clinics, and mental health services. 

 Key Issues in Choosing a Provider: 

• Language Offerings: Ensure the provider offers a wide range of languages, including less common regional varieties that may be pertinent to your patient demographic.  

• Availability: Providers should have services available around the clock, especially in a critical care environment when communication needs might become urgent. 

• Certifications and Quality of Interpreters: Ensure interpreters are certified in medical terminology, sensitive communications, and can lead complex, nuanced conversations.  

• Compatibility with Technology: Video interpreter services should be compatible with the existing technology infrastructure. This technology includes mobile devices, tablets, and desktops. They also need to meet all security and privacy standards, including HIPAA compliance. 

 2. Training of Healthcare Staff

The training of the healthcare staff on how to effectively utilize video interpreter services is crucial for its successful integration into the healthcare setting. Such training can be on the basics of accessing the service, as well as guidelines on the best practices of working with an interpreter. 

Some Training Tips: 

• Accessing and Connecting to Video Interpreter Services: clearly explain how the service will work on a variety of devices in multiple environments, including hands-on practice. 

• Training Staff on Working with an Interpreter: Training for staff, including speaking directly to the patient, stopping frequently to provide time for interpretation, maintaining respectful body language, and empathetic tone should all be considered. Proper training in cultural sensitivity will add to making interactions more positive on all levels and care more inclusive. 

3. Integration of Video Interpreter Services into Care Workflows

For video interpreter services to be effective, they must be seamlessly integrated into existing care workflows. This means establishing protocols for when and how interpreters are engaged, ensuring such services are on demand at every point of care. 

Integration Steps: 

• Develop Clear Protocols: Establish guidelines regarding when video interpreter service use is necessary: intake assessments, consent processes, discharge planning, and at any time when a language barrier is identified. 

• Standardization Across Departments: Ensure all departments are aware of, and timely implement, protocols associated with the use of interpreter services as a means to ensure consistency in patient care. 

• Integration: Integration into telehealth, such as utilizing video interpreters for virtual appointments, helps ensure language services are available in digital health environments. 

4. Monitoring and Evaluation of Service Effectiveness

Monitoring of video interpreter services on a continuous basis helps to keep its effectiveness high for both the patient and healthcare providers. Feedback by the staff and patients will help in recognizing areas that need improvement. 

Evaluation Strategies: 

• Patient Feedback: Surveys or interviews are a good method by which patients can provide feedback regarding their experiences with video interpreter services. Ask about topics such as accessibility of the service, effective communication, and general satisfaction.  

• Track Key Performance Indicators: Waiting times for accessing an interpreter, the number of sessions conducted, and breakdowns in communications are some of the key metrics that indicate a certain trend in the workflow and show areas of improvement. 

• Review Compliance and Quality Standards: Normally review the service provider’s compliance with quality standards and certifications to ensure ongoing reliability and professionalism. 

5. Addressing Challenges and Barriers

While video interpreter services offer significant benefits, there can be challenges that healthcare organizations may go through in implementing them. Commonly cited barriers include technical issues, staff resistance, and patient discomfort with the technology. 

Strategies to Overcome Challenges: 

• Connectivity and Technical Support/Troubleshooting: A competent program of technical support can help resolve problems relating to connectivity and keep the devices in a state that renders them accessible throughout all areas of care. 

• Engage Staff Early: It is a good idea that essential staff be involved early enough in planning stages. Explaining how the interpreter services can bring added value to the care of the patients can help ease the transition. Providing incentives for them whenever the staff participate in training sessions can also help with seamless implementation. 

• Patient Orientation: If this is something completely new to the patient, it would be helpful to provide a short orientation on what the video technology entails. This can make them feel more relaxed and trust the process.