Reliability and Easy Access to Interpreters is Essential to a High Performing VRI Program


This is the fourth blog in a series where we will explore excellence in video remote interpreting and what to consider when selecting a language services partner.

As we continue our exploration of a quality video remote interpreting (VRI) program, it’s also important to consider how easy it is to access interpreters across the entire care continuum. If a VRI application is easy to use, it increases the likelihood that staff will seamlessly adopt the new technology and incorporate it into their everyday workflow, which in turn, impacts the patient and provider experience. 

 Is the VRI application “one touch” or are there multiple steps required for connecting with an interpreter?

Providing an intuitive "one touch" interface that provides immediate access to an interpreter increases the likelihood that clinical staff will readily utilize the VRI service. This leads to increased efficiencies, improves the patient experience and minimizes the risk of communication errors. Easy, intuitive access can directly impact adoption and ongoing, sustained use of any new language access program.

How quickly are providers connected with an interpreter? 

If patients and providers have to wait on hold for long periods of time to connect with a VRI interpreter, it's unlikely that an encounter will be a positive experience for either party. Finding out how quickly clinicians are connected to VRI interpreters is an important question to ask of all language access partners. We recommend that it take 30 seconds or less to be connected with a VRI interpreter for your organization's top requested languages. 

What languages are offered with VRI and are they easily accessible 24 hours/day?

Be sure to determine the total number of languages available through VRI to ensure that this covers your primary language needs. Also, are the VRI languages available 24 hours/day, seven days/week? We recommend confirming that your VRI solution includes American Sign Language (ASL), Certified Deaf Interpreters (CDIs) and 24/7/365 Help Desk support. 

Are the VRI devices reliable and secure? 

Determine whether or not the VRI applications and devices are secure. This means the application should be encrypted and compliant with HIPAA and Section 1557 Federal language access guidelines. Additionally, ensure the VRI devices are reliable and the software application is easy to use on nearly all device (virtual health, bedside media, iPads, mobile phones, etc.), providing ubiquitous access across the continuum of care. Devices should be designed specifically to support user workflows in clinical settings. This may require features such as cart mounted and mobile configurations, easily portable and adjustable, touchscreen size options that are rugged and easy to clean with a professional aesthetic. It’s even better if a VRI provider offers purpose-built peripherals to ensure safety, speed, accuracy and patient privacy and ease of use in clinical workflow, including: translation documents; forms and ease in calling back for clinical updates or making appointments.

How InDemand can help

InDemand Interpreting provides a comprehensive suite of language access solutions that connects patients and providers with video remote interpreters using a one-touch application in less than 30 seconds in over 29 languages, including American Sign Language (ASL) and Certified Deaf Interpreters (CDIs). InDemand is dedicated to providing access to medically qualified interpreters 24 hours a day, seven days a week, 365 days/year. 

In our next blog of this series, we will explore specific features to review when evaluating a VRI partner. 

e-book: Top 5 Considerations when Selecting a VRI Provider

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