How a 13-Second Interpreter Connection Revitalized Patient Care and Staff Satisfaction
Safe, high-quality healthcare depends on effective communication, and organizations serving diverse patient populations must provide timely access to skilled interpreters. In our recent case study, a six-state nonprofit health system partnered with AMN Healthcare Language Services to address major challenges in their language services. This article defines how the partnership delivered measurable improvements in efficiency, patient outcomes, and cost savings.
Delays and Inefficiencies in Language Services
This large health system, operating more than 30 hospitals, serves a significant number of Limited English Proficient (LEP) patients. In search of cost savings, the organization switched to a language services vendor with lower rates. However, the transition led to immediate operational disruptions:
- Interpreter Connection Delays: Long hold times to access interpreters disrupted clinical workflows and delayed patient care.
- Inconsistent Interpreter Quality: Interpreters without sufficient medical training led to prolonged sessions and reduced clarity for both patients and providers.
- Frequent Mid-Call Transfers: Inability to manage complex clinical conversations resulted in dropped calls and loss of trust.
These issues increased costs, diminished staff satisfaction, and negatively impacted the patient experience, putting them at risk.
Shifting to a Higher Standard
To address these issues, the health system selected AMN Healthcare Language Services to implement a tailored program focused specifically on healthcare environments.
The new program integrated both Video Remote Interpreting (VRI) and Over-the-Phone Interpretation (OPI) platforms, enabling reliable, near-instant access to interpreters across the entire health system. As the creators of VRI and the nation’s top healthcare VRI provider, AMN ensured seamless connectivity, high video quality, and broad accessibility for every encounter. The VRI and OPI are device-agnostic and easily integrated with the existing health systems platform to streamline workflows and support clinicians wherever care is delivered.
The solution also incorporated AMN’s qualified medical interpreters. Their extensive education, third-party proficiency testing, and ongoing professional development equip them with the clinical fluency and ethical standards essential for high-stakes medical settings. This healthcare-exclusive focus leads to more accurate, efficient communication, minimizing costly miscommunications.
Finally, the AMN solution is built for scale. It accommodated high call volumes and maintained service quality across the health system. Robust technology, proven reliability, and a comprehensive support structure provided a consistent experience for patients and clinicians at every facility.
Demonstrated Impact and Operational Gains
By partnering with AMN Healthcare Language Services, the health system achieved immediate, actionable improvements:
- Reduced Wait Times: Average Speed of Answer (ASA) dropped to just 13 seconds for both VRI and OPI, eliminating connection delays and improving clinical efficiency.
- High Provider Satisfaction: Nearly 17,000 post-call surveys consistently rated interpreters at 4.8 out of 5 for quality and clarity.
- Operational Efficiency: Shorter session durations and fewer mid-call transfers enabled clinicians to focus on patient care and improved workflow.
- Cost Savings: Streamlined operations and reduced time waste translated to more effective use of staff time and resources.
This case represents the importance of prioritizing quality and speed in language services to drive operational and financial results. Investment in proven solutions have direct and measurable impacts on patient care, provider satisfaction, and system efficiency.
If your organization faces interpreter delays, inconsistent service, or workflow bottlenecks, consider evaluating your current approach to language access. AMN Healthcare Language Services specializes exclusively in healthcare and has proven results partnering with leading health systems.
Request a demo to see how our solutions can support your strategic goals and enhance care delivery.
