The True Cost of Language Services: A Case Study

In healthcare, every decision impacts patient outcomes. While cost management is a constant pressure for health systems, some choices carry weight far beyond the balance sheet. This is especially true for language access services, where the quality of communication can be the difference between a positive patient experience and a serious safety event. One leading Mid-Atlantic health system experienced this firsthand.

Their story offers a powerful lesson for any healthcare organization navigating the balance between fiscal responsibility and the core mission of patient care. It demonstrates that a focus on quality is imperative in serving diverse communities. This post explores our client's journey and reveals how to build a resilient, effective language services program.

The High Cost of a Low-Price Solution

Our client serves a large and diverse patient population across the Mid-Atlantic region. To manage expenses, the organization transitioned the bulk of its language services to a lower-cost provider, keeping AMN Healthcare Language Services on a smaller scale as a backup. The move was intended to achieve savings without sacrificing service.

However, reality proved different. As the new provider was implemented, frontline teams and physicians noticed a decline in service. They reported drops in service quality, frequent connection issues, and a rise in complaints and safety concerns. These issues were magnified when an influx of Limited English Proficient (LEP) patients, resulting from nearby hospital closures, increased the demand for reliable language access.

Many health systems face this same issue: Hidden costs of poor quality, including clinical inefficiencies, staff burnout, and increased organizational risk, erase the perceived value of a low-cost contract.

Returning to a Proven Partner

Recognizing the urgent need to restore reliable communication, the health system re-engaged AMN Language Services to rebuild its language access program. This wasn't simply about switching vendors; it was about building a strategic partnership focused on delivering sustainable quality at scale.

We implemented a comprehensive, multi-faceted solution designed to meet the health system’s immediate needs and support its long-term goals. The approach was swift and decisive:

• Rapid, Turnkey Deployment: To minimize the burden on internal teams, we managed a quick rollout of hardware and systems. This included deploying 260 video remote interpreting (VRI) devices and 200 direct-to-interpreter phones across the main hospital and numerous off-site locations.
• Centralized Interpreter Support: A Virtual Interpreter Center (VIC) was established to support the health system's 13 in-house interpreters, creating a unified and efficient system for managing assignments and resources.
• Data-Driven Partnership: The solution went beyond technology. We provided ongoing data-driven reviews to help the health system understand their utilization patterns, align resources with peak demand, and continuously improve coverage.

The Measurable Impact of a Quality-First Approach

The results of this renewed partnership were immediate and dramatic. By prioritizing quality and reliability, the health system solved its critical challenges and built a stronger foundation for the future.
They witnessed:

• Explosive and Sustained Growth: In the first month alone, interpretation usage skyrocketed from under 10,000 minutes to 135,000 minutes. This wasn't a temporary spike; usage has since stabilized at approximately 150,000 minutes per month, demonstrating widespread adoption and trust in the system.
• Exceptional Interpreter Quality: Across more than 18,000 provider reviews, AMN Healthcare’s interpreters achieved an average quality rating of 4.9 out of 5. This metric confirms that the service is not just accessible, but consistently excellent.
• Drastic Reduction in Complaints: The health system saw a sharp decline in service-related complaints. The Community Health Impact Leader noted, “With AMN Healthcare, I now receive fewer complaints in an entire year than I used to get in just one month with our previous provider.” This highlights a significant improvement in both patient and staff satisfaction.
• Seamless Implementation: The turnkey rollout allowed the health system’s staff to avoid operational distractions and remain focused on their clinical duties, ensuring continuity of care throughout the transition.

Lessons for Healthcare Leaders

The story of this health system offers valuable insights for any healthcare organization committed to providing equitable and effective care for all patients.

1. Look Beyond Price Per Minute: The true cost of a language services program includes factors like staff efficiency, patient safety, and organizational risk. A low-cost solution that compromises quality can lead to significant downstream costs that far outweigh initial savings. For a deeper dive into price per minute, read our article "The Real Cost of Communication: Rethinking Price Per Minute in Language Services."
2. Demand a Strategic Partner, Not Just a Vendor: An effective language services provider acts as a partner, offering data-driven insights and strategic guidance to help you optimize your program. Look for a partner who is invested in your success and who is healthcare-exclusive, understanding the complexities of the healthcare environment.
3. Empower Your Team with Reliable Tools: Clinicians need fast, reliable access to qualified interpreters. A seamless, multi-modal system that integrates VRI, OPI, and in-person support removes barriers to communication and allows your team to provide the best possible care.

"With AMN Healthcare, I now receive fewer complaints in an entire year than I used to get in just one month with our previous provider."
- Community Health Impact Leader Based in Mid-Atlantic Region

Ultimately, investing in a high-quality language services program is an investment in your patients, your staff, and your organization's mission. To learn more about how we can help you create a tailored language services program that meets the unique needs of your organization, contact our team today.

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