Provider Solutions

Healthcare Provider Solutions to Enhance Your Patient Experience

We speak the language of healthcare—in more than 200 global languages. Due to our expertise in linguistic quality, compliance and medical terminology, the largest hospital networks entrust us to deliver an elevated patient experience that meets industry regulations, lowers readmission rates and supports HCAHPS ratings.

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Healthcare Provider Language Services

In order to meet the needs of a multitude of healthcare providers, we offer many forms of language services. Work with us for over-the-phone interpreting, video-remote interpreting for telehealth support, HIPAA-compliant translation workflows and more.

Evidence-Based Language Programs

Direct Connect Program

Our mission is to help LEP groups receive better healthcare communication in their language. To do this, we’ve devised programs for providers that address the link between social determinants of health, such as literacy, and their disproportionate impact on LEP individuals. From appointment setting to follow-up care, research shows that providing proper language support at each touchpoint in the LEP patient journey is critical. That is why we’ve developed:

  • LEP-specific call center and appointment setting support
  • Health literacy materials for inpatient and outpatient care
  • Patient experience mapping and needs analysis
  • Dedicated customer service lines based on language

Our Direct Connect program provides a call line for patients to begin their healthcare journey with a resource in their native language. A qualified language resource will initiate the conversation in the patient’s language and then connect them to the healthcare provider. This enhances patient and provider communication, which, in turn, improves healthcare outcomes. This program has proven to raise CMS star ratings, improve operator efficiencies by 17% and provide an enhanced patient experience.

Addressing LEP Inequities and Health Literacy

Today, there are about 25.8 million limited English proficient (LEP) people living in the United States. The LEP population experiences well-documented, suboptimal health outcomes and inferior provider experiences.

  • LEP patients are 53% more likely to experience an adverse health outcomes.
  • 8% of adverse events include physical harm ranging from moderate injury to death (compared with 24.4% of English-speaking patients).
  • Communication errors were responsible for 52% of LEP adverse events.

There is also a stark gap between LEP and English-speaking patients when it concerns their health literacy rates. Low health literacy impacts LEP patients’ ability to take medicine properly, their likelihood of receiving health care services and their ability to interpret labels and health messages.

 

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Make healthcare communication easier for LEP patients.