Study Finds Access to Medically Qualified Interpreters in Community Health Clinical Environments Improve Compliance and Patient-Provider Satisfaction


A recent examination of AxessPointe Community Health Centers, Inc., in Akron, Kent and Barberton, Ohio, language access program evaluated the effectiveness of the health center’s adoption of video remote interpreting (VRI) to better meet the needs of its limited English proficient (LEP), Deaf and hard of hearing patients. Read the full case study.

Prior to the use of VRI, AxessPointe used employees, phone interpreters, other community organizations and family members where requested and appropriate to meet their interpreting needs. Through the use of VRI, AxessPointe gained access to medically qualified interpreters in 28 languages over video, including American Sign Language (ASL) and Certified Deaf Interpreters, in addition to 200 languages via voice interpreting through the InDemand VRI application.


The review examined 12 months of historical language access data prior to the VRI implementation (August 2016 – August 2017) and language access data compiled from August 2017 – March 2018 following the VRI implementation. The goal was to evaluate the total number of interpreter encounters, the length of those encounters, the top languages served and whether or not providers were satisfied with VRI.

There were several key findings following the VRI implementation:

  • Nearly three and a half times the number of interpreter encounters per month were reported using VRI compared to the pre-VRI study period.
  • AxessPointe saw a 26.8 percent decrease in interpreting encounter times for limited English proficient patients compared to non-VRI interpreting methods used during the baseline time period.
  • The use of near instant, on-demand access to medically qualified interpreters using InDemand VRI, resulted in staff and clinicians ranking their satisfaction with the InDemand service 4.2 out of 5 stars.
  • The risk of miscommunication between clinicians, patients and their family members was reduced. The use of VRI improved patient and provider communication.

Sarah Genet, Dental Office Manager for AxessPointe Community Health Centers also provided her feedback on how the use of VRI has impacted the health centers.

“Adoption of InDemand interpreting services has given our clinicians peace of mind in knowing they are able to accurately understand our patients and provide the best possible care right when it is needed. With VRI, we have the ability to immediately access medically qualified interpreters, things are not getting missed when we are gathering a patient’s history, and clinicians are able to establish a bond with the patient by understanding their needs and having a real conversation. We know InDemand interpreters are fluent not only in a patient’s language, but they are also culturally competent and understand how to bridge any cultural nuances that may exist with ease.”

AxessPointe provides affordable, high-quality and compassionate healthcare to families and individuals in Summit and Portage counties in Ohio. The name AxessPointe stands for the point where community and care meet and strives to provide access to healthcare for all patients. AxessPointe has six clinics within five locations, in Northeast Ohio, and is committed to serving its communities, including three in Akron, one in Kent and one in Barberton. As a Federally Qualified Health Center (FQHC), the health center delivers primary medical and dental care in medically underserved areas. AxessPointe also provides behavioral health, women’s health and pharmacy services. AxessPointe employs more than 100 care providers throughout its locations.

Read the Full Case Study


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