As a healthcare leader, you’re responsible for delivering high-quality, equitable care while balancing operational efficiency, compliance, and patient satisfaction.
Due to global migration, tourism, and business, the number of limited English proficient (LEP) individuals in the U.S. continues to increase, and traditional interpretation methods alone can’t keep up with demand. Resulting gaps in language access can lead to miscommunication, increased readmissions, and even legal risk.
Video remote interpretation (VRI) offers a scalable, cost-effective way to tackle this problem — providing near-instant access to qualified interpreters 24/7, improving patient safety, and ensuring regulatory compliance.1,2 Here’s how your healthcare organization can implement VRI strategically to enhance care and optimize resources.
VRI is an increasingly popular solution to interpretation demands and hospital compliance needs. However, it’s important to note that research is still relatively limited surrounding VRI standards and best practices for spoken language interpretation.
The Equiti team is here to provide guidance on best practices in VRI based on our experience and data, national standards, and available academic research.
What is Video Remote Interpretation?
Video Remote Interpretation (VRI) is a video telecommunication service to access real-time sign or spoken language interpretation through remote interpreters.
While VRI is most commonly used in medical settings, it can also be an effective communication tool elsewhere (education, legal, business, etc.).
When referring to video communication services, VRI is occasionally confused with Video Relay Service (VRS), which is a separate service for Deaf/hard of hearing individuals and is governed by the Federal Communications Commission (FCC). This service “enables persons with hearing disabilities who use American Sign Language to communicate with voice telephone users through video equipment” (Link).
What is Over-the-Phone Interpretation (OPI)?
In addition to on-site and video remote interpretation, telephonic interpretation, also called Over-the-Phone Interpretation (OPI), is a popular solution that healthcare teams use to help meet the increasing demand for interpreting services.
While the use of OPI is a common and essential component of an effective language access plan, OPI is limited to spoken (not signed) language interpretation and does not give interpreters access to non-verbal cues or the human connection and comfort of working with someone face-to-face.
Why is VRI better than OPI?
As much as 93% of communication is non-verbal – a crucial aspect of human communication entirely missed by OPI.3 Without the video capabilities of VRI, OPI is not accessible for sign language users, and non-verbal communication goes unseen.
Put simply, VRI makes the visual and non-verbal aspects of communication accessible to both interpreters and patients.
Additionally, VRI can provide a better human connection between provider, patient, and interpreter,2 which reduces communication errors, interpretation time, and readmissions, and improves overall patient satisfaction.
Providing VRI services: How do I get started?
First, you need a solid foundation.
To provide effective VRI services, healthcare systems must follow language access plans, compliance requirements, and VRI best practices. Here's the foundation for providing effective VRI services.
Review national compliance requirements and guidelines in Language Access
- Title VI of the Civil Rights Act of 1964
- The Affordable Care Act (ACA), including Section 1557
- The Americans with Disabilities Act (ADA)
- The National Standards for Culturally and Linguistically Appropriate Services in Health and Health Care (CLAS Standards)
- The Joint Commission publications
- The National Health Law Program publications
- Any additional national, state, and local requirements
Implement or revise a language access plan
- Plan VRI deployment and implementation
- Train hospital staff on the use of VRI and best practices
- Develop a decision-making tree tailored to your language access plan
- Track VRI utilization and performance
Understand protocols regarding...
- Working with interpreters
- Staff training requirements
- Technical requirements
- Environmental control
- Quality control
Work with highly qualified interpreters who have proven...
✓ Language proficiency and interpreting skills
✓ Understanding of and adherence to the code of ethics or professional conduct and standards of practice
✓ Knowledge of specialized vocabulary, terminology, and phraseology
✓ Completion of national certification requirements
✓ Ability to navigate cultural sensitivities
Click here to learn more about Voyce's medical interpreters
Reliable VRI access is critical for effective communication when providing care to Deaf/hard of hearing and LEP patients. It’s equally important for your language access team to be knowledgeable about and frequently review your organization’s language access plan, specific policies and procedures, and designated contacts for language services matters.
What’s next?
With a language access plan foundation that leverages both VRI and OPI, you are well on your way to improving patient outcomes through effective communication. Work with your language service provider to develop and implement your language access plan. Their ongoing support and collaboration are key to your success.
When you partner with the experts at Equiti, you benefit from our team’s 20+ years of experience helping hospitals and providers implement language access plans that drive better patient outcomes and ensure compliance with legal requirements.
Ready to learn more? Book a Demo.
Resources:
References:
1. Burkle CM, Anderson KA, Xiong Y, Guerra AE, Tschida-Reuter DA. Assessment of the efficiency of language interpreter services in a busy surgical and procedural practice. BMC Health Serv Res. 2017 Jul;17(1):456.
2. Marshall LC, Zaki A, Duarte M, Nicolas A, Roan J, Colby AF, Noyes AL, Flores G. Promoting Effective Communication with Limited English Proficient Families: Implementation of Video Remote Interpreting as Part of a Comprehensive Language Services Program in a Children’s Hospital. Jt Comm J Qual Patient Saf. 2019 Jul;45(7):509.
3. Mehrabian, Albert (1971). Silent Messages (1st ed.). Belmont, CA: Wadsworth. ISBN 0-534-00910-7.
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