About - Volatia News

9 metrics to measure ROI of language services in healthcare

March 31, 2018 Compliance

9 metrics to measure ROI of language services in healthcare

Most healthcare providers agree that broader language access improves outcomes for patients with limited English proficiency. As patient populations become increasingly diverse, facilities need flexible ways to provide language services across a network of locations.

That’s why language access plans often call on a mix of services, including on-site interpretation,video remote interpretation,phone interpretation, and translation and localization.

To identify where language services are having an impact on their organizations, providers can look to some of the key performance indicators they’re already using to measure overall success, including:

Mistake events

Prevention of medical errors is at the heart of any healthcare provider’s language access plan. Communication problems are the most frequent root cause of serious adverse events as reported to the Joint Commission. The smallest nuances of interpretation can cause misunderstandings that have disastrous treatment consequence and expose providers to financial liability. Language services facilitate clear communication between patients and medical professionals, leading to more accurate and complete patient encounters.

Patient compliance

Getting patients to comply with physicians’ orders is hard enough, but patients can’t follow instructions they can’t understand.LEP patients can miss critical information about treatment options, medication, self-care or follow-up appointments without the services of a qualified interpreter.

Discharge process time

Obviously, federal agencies must provide meaningful access, but unfortunately it’s not that simple. Federal funding touches all kinds of organizations in direct and indirect ways. As a result, the meaningful access standard applies to thousands of organizations across many sectors, including healthcare, education, communications, legal, real estate/housing, transportation, utilities and many others.

How does an organization get started?

The discharge has a direct impact on patient outcomes. Among other things, an effective discharge process ensures a patient:

  • Is ready to leave a facility’s care
  • Understands any required aftercare by the patient or another provider
  • Knows when to follow up and with whom

The discharge process gets snarled, lags behind and fails at its purpose when patients and healthcare staff face a language gap without language services assistance.

Readmission rate

Professional interpreter services significantly decrease 30-day readmission rates. While not all readmissions are unplanned or indicators of poor care, unnecessary readmissions are expensive and reducing them improves patient safety and quality of care.

Patient wait time

Healthcare providers know that efficiency and a positive patient experience start with patient check-in. Interpretation services coupled with the translation of privacy, permission to treat and other forms will ensure that patients are processed quickly to the provider, preserving patient flows and reducing wait time.

Appointments canceled/missed

LEP patients who are not provided with language-appropriate appointment scheduling and reminders are more likely to cancel appointments, miss them altogether or show up at the wrong place or time. Proper communication can prevent wasted provider time and lost revenue. Receiving treatment as scheduled also improves patient outcomes.

Patient satisfaction

When LEP patients can more actively engage in their healthcare through professional language services, their overall satisfaction increases. In one study of an emergency department , researchers found that non-English speakers were less satisfied with their care and less willing to return to the same facility.

Delinquent accounts and bad debt

Without properly translated responsible-party documents and account statements, limited-English-proficiency patients may not understand their financial obligation to a healthcare facility. Language-appropriate documentation and phone interpretation services can save time and money in collection efforts and reduce bad-debt write-offs.

How can VOLATIA help?

Volatia Language Network offers a wide range of interpretation and translation services to our healthcare clients. We will help you develop a language access plan that is flexible and compliant with federal and state requirements. Then together, we’ll identify the KPIs you can use to refine services and maximize resources.

Find out how our Interpreter Management System and extensive interpreter network can complement your language access plan and improve patient outcomes. Contact us today to schedule an assessment and learn about making VOLATIA your language partner.



Recent Posts

Categories

All
Compliance
Events
Media

Industry News

Pocketalk translator hands-on: 74 languages at the touch of a button
I like the idea of having an instantaneous translator in my pocket for when I need to quickly translate something while I am out of the country, and the Pocketalk translator l...
This Wearable Translator Makes Understanding Any Language as Easy as Slipping on Headphones
Imagine being able to understand 20 different languages without picking up a copy of Rosetta Stone or sitting through a single foreign language class. Up until recently, that ...
Ed Goldman: Asunción Ferrer is always a translator — but not always an interpreter (and explains the difference)
Doing these things in person is usually helpful.” I’d agree with that in any language. Havana native Asunción Ferrer says there’s a difference between being a professional tra...
A pan-lingual portable translator to challenge Google Translate
The PocketTalk can translate any combination of 74 languages almost instantly and at surprising levels of complexity. There’s a handful of languages (Swahili, Javanese, Lao, F...
Why Wearable Translator 2 earbuds are a must-have for travelers
You have Google Maps to help you navigate the land, but what about the language barrier? How do you break through? Simple. You pull out your Wearable Translator 2 earbuds, sli...
Magic? Handheld translator helps you communicate using A.I.
When you launch the app, you press the translator’s button to connect it to the phone. At the top of the app screen, you can choose the language and then begin to translate. O...
Review: Pocketalk translator puts 74 languages at your fingertips
The Pocketalk translator is a super-portable Babel fish of a device that allows you to speak to people in up to 74 different languages at the touch of a button. Weighing aroun...
How sign-language interpreters convey the raw emotion of ‘Dear Evan Hansen’
On a recent Saturday in a studio at the Kennedy Center, where the touring version of the Tony-winning musical is in the midst of a five-week run, sign-language interpreter Mic...
In Japan, tourists are fueling a boom in personal translation devices
Takehiko Fujita wouldn’t be able to do his job selling eye drops and pain relievers without his pocket translator. Instead of an app, language dictionary, or call-in translati...
Qatar- Translation and Interpreting Institute at HBKU offers language courses for children, teenagers
Six foreign language courses for students aged five to 15 years are now on offer at The Translation and Interpreting Institute (TII), part of the College of Humanities and Soc...
The Strange Case of the C.I.A. Interpreter and the 9/11 Trial
11 attacks, made a stunning announcement for all in the military courtroom to hear: He knew the new Arabic translator sitting beside him from ... English is his second languag...
Baidu announces simultaneous translation service for business users
Hua Wu, chief scientist of Baidu’s natural language processing unit, said the company isn’t trying to replace human interpreters but rather to make translation available to th...