Why Service and Support will Make or Break your Video Remote Interpreting Program


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

A complete support structure, including a dedicated client services manager, network assessment engineers and 24/7 technical and help desk support are vital elements of any quality VRI solution. These resources are proven to directly impact the success of a VRI language services program. Together this team should partner with you to design a customized solution and implement a plan to support adoption, train staff and provide 24-hour support seven days/week every single day of the year. Understanding what a VRI provider delivers in regards to client services is a helpful way to evaluate whether or not you will be able to achieve your language access goals. To learn more about the support structure and client service managers by visiting InDemand.

Does the client services team partner with you from the beginning to create a customized language access plan for your organization?

The service provider should work together with you to develop a language services program that ensures limited English proficient (LEP), Deaf and hard of hearing (HOH) patients receive access to the highest quality care. This begins with listening to your needs and designing a language services policy and solution tailored to the requirements of your organization.

Does the success management team provide ideas and strategies for adoption effectiveness?

When it comes to planning your implementation, the VRI provider should also be able to recommend strategies to require staff utilization, build out a communications plan and develop an implementation strategy. This should include managing all the details including ordering equipment, install all of the new equipment to ensure the network is optimized for clear video and sound and provide clinician training.

Does the client services team help train your staff?

Working together with you to make sure your staff is fully trained using a mixture of on-site or web-based training, or a combination of both to best suit your organization, will help to facilitate your needs most effectively. Additional resources such as training materials to promote compliance throughout your facilities will also help to promote VRI best practices among staff.

Does the VRI company provide you with a dedicated client services manager to support your implementation along the way?

A dedicated client services manager, with relevant experience in the medical interpreting industry, should be accessible and proactively working with you on a regular basis to ensure your implementation is going smoothly. This includes monitoring your equipment and usage. This person should be able to alert you to any potential problems or inconsistencies in utilization and make recommendations for improvements as well as discuss the usage and celebrate successes.

Is there someone available whenever you need help?

As a healthcare provider, it is important to know that someone will be available to take your call anytime or day of the year. Be sure there is a Help Desk support team always available to answer your questions 24 hours a day, 7 days a week, 365 days a year.

How InDemand Interpreting can help.

InDemand is committed to supporting our clients in optimizing their language services programs. Our expert team will listen to your needs and problems to solve, design your solution, plan your implementation, work with you to gain system-wide adoption, train your staff and provide 24/7/365 support for our solutions. We are committed to our client’s success. Our aim is to support you in building and maintaining an effective and efficient language service program, which is critical to a patient-centered care, today and well into the future.

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

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