The Queen’s Medical Center has started using a real-time video interpretation service for patients who do not speak English.
The largest hospital in the state is offering the service 24 hours a day, seven days a week with more than 170 languages and American Sign Language.
The videoconferencing service is provided by Language Access Network LLC through its secure high-speed broadband network that links to its Ohio or California call centers to connect with a live translator.
"Our assessment was that we were not meeting the needs of our patients through just the use of telephone communications," said Cindy Kamikawa, Queen’s chief nursing officer and vice president of nursing, in an email. "As we all know, much of communication is non-verbal and visual. This new system allows us to better serve our patients needing interpretation services."
The hospital started a pilot program of the system in June and is now expanding the service throughout.
"Queen’s takes care of a diverse group of patients from all over the world and clear communication is critical for providing the best care," Kamikawa said. "This new technology helps us offer a high quality interpretation solution that gives patients and health-care providers the ability to communicate efficiently, which provides the foundation for good health outcomes, enhanced patient satisfaction and better utilization of hospital resources."
Queen’s is using the system in more active areas, including the emergency department, admissions and the Queen Emma Clinic. More than 100 hospitals and health providers nationwide use the service, according to the hospital.
Language Access Network has offices with interpreters in Columbus, Ohio, and Manhattan Beach, Calif. All interpreters are at one of the two sites to maintain compliance, security of data and quality, according to the company website.
The company is physician-owned with a client base of more than 180 medical facilities nationwide.
