Industry Sector
Healthcare – acute care, outpatient services, and telehealth.
Get a Free Quote
The Organization at a Glance
A regional hospital network with three acute care facilities, a dozen outpatient clinics, and a telehealth program serving over 500,000 patients annually. The network employs 8,000 clinical and administrative staff and serves a diverse population where 25% of patients identify as Limited English Proficiency (LEP).
How Interpretation Was Deployed
Interpretation was integrated into clinical workflows across the network:
- Tablets with video interpretation software placed in every ER bay and on every inpatient floor
- A dedicated phone line for nursing staff to access over‑the‑phone interpreters
- Translated discharge instructions and consent forms available in 8 languages via the patient portal
- Scheduled ASL interpreters for outpatient procedures and mental health appointments
No new software training was required for clinicians. The video platform worked with existing hardware.
Services Engaged
The Core Challenge
The hospital network was experiencing:
- Long wait times for in‑person interpreters, delaying care in the ER
- Inconsistent quality from ad‑hoc interpretation (bilingual staff pulled from other duties)
- High readmission rates among LEP patients who didn't fully understand discharge instructions
- Patient satisfaction scores significantly lower for LEP patients compared to English speakers
Leadership recognized that language access wasn't just a compliance issue — it was a patient safety and quality metric problem.
How Voxivera Helped
Voxivera deployed a layering strategy across the patient journey:
Nursing staff connected to a video remote interpreter within 10 seconds. No waiting for on‑site coverage.
Floor tablets provided on‑demand interpretation for physician consultations, nursing assessments, and patient education.
Instructions and medication guides were translated into 8 languages and reviewed for plain language readability.
Post‑discharge calls were handled by over‑the‑phone interpreters, ensuring patients understood medication changes and appointment reminders.
The result: LEP patients received the same standard of care as English speakers — from admission to discharge to follow‑up.
What Made the Difference
- Speed: ER wait times for interpretation dropped from 30+ minutes to under 10 seconds.
- Consistency: The same pool of medical interpreters handled all clinical calls, building familiarity with hospital protocols and terminology.
- Coverage: Rare languages like Karen, Somali, and Nepali were available on demand, not just Spanish and Mandarin.
- Compliance: All interpretation sessions were logged and integrated into the EHR for audit and quality reporting.
Measurable Outcomes
After eight months of using Voxivera’s interpretation services, the hospital network reported:
- 40% reduction in ER wait times for LEP patients
- 28% decrease in 30‑day readmissions among LEP patients (attributed to better discharge instruction comprehension)
- 15‑point improvement in patient satisfaction scores for LEP patients
- Zero HIPAA or language access violations during state compliance audits
- $250,000 estimated annual savings compared to previously using multiple on‑site interpreter agencies and bilingual staff overtime
The Voxivera Difference
One partner. One standard. Every language. Voxivera didn't just provide interpreters — we became an extension of the hospital's care team. From ER admissions to post‑discharge follow‑up, we delivered consistent, compliant, and cost‑effective language access across 20+ languages. Ready to improve patient outcomes for your LEP population? Contact Voxivera to discuss your healthcare interpretation needs.