One of the many challenges that have confronted the medical and healthcare communities during the ongoing COVID-19 crisis is the difficulty in obtaining on-site/in-person interpretation services. Whether hospital or clinic policies regarding patient isolation or caution on the part of the interpreters or language service providers (LSPs), it has become difficult, if not nearly impossible, to get foreign language interpreters into hospitals to interpret for Limited English Proficient (LEP) individuals.
Indeed, it goes without saying that foreign language interpreting is an essential service, especially in these trying times. LEP individuals are amongst the most vulnerable and at-risk in our communities. Without access to interpreting services, the probability of medical errors and mistakes increases dramatically. Not to mention, non-English speaking or LEP patients would also not be able to provide healthcare experts to track their movements and contacts if they have indeed contracted the novel coronavirus.
Therefore, in this week’s blog, we’ll be discussing how Video Remote Interpreting (VRI) provides a more flexible interpreting solution for the medical and healthcare industry.
What is Video Remote Interpreting (VRI)?
VRI is not a brand-new technology. It has been in use for many years to provide remote interpreting options for the deaf and hard of hearing communities. However, VRI has also become a vital tool in allowing foreign language interpreters and LEP patients to maintain social distancing while still providing this essential service to patients, hospitals, clinics, and other types of healthcare providers.
In the past, when interpretation services were available in hospitals and medical centers, they were often provided by bilingual employees (e.g., nurses, orderlies, administrative staff, etc.) or a small number of staff interpreters.
However, as the volume of LEP patients has grown exponentially, along with the diversity of language requirements, staff interpreting was no longer a feasible option. Moreover, as the Department of Health & Human Services began promoting the National Culturally and Linguistically Appropriate Standards (CLAS) for providing high-quality, professional interpretation services to LEP patients (and their families), healthcare providers needed a new, affordable solution.
Video Remote Interpreting (VRI) offers multiple parties to connect remotely via a computer and the Internet to provide interpretation services. In a medical setting, this would connect the healthcare provider, LEP patient, and the interpreter, and they would be able to see and communicate with each other as if they are all in the same room. While this can also be accomplished via Over-the-Phone Interpreting (OPI), VRI offers the advantage of being able to view body language and non-verbal cues, which play an important role in communication. The ability to see and interpret these non-verbal cues can be even more relevant in a medical context where a patient is distressed.
How Does VRI Work?
Most VRI providers utilize user-friendly online portals to access their services. Clients are provided with login credentials to access the online portal and request an interpreter, either immediately or scheduled for a future date and time. For clients, many of these systems also include various administrative functions, such as being able to track usage, costs, and other metrics to manage their expenditures in real-time.
While VRI requires slightly more complex technical system specifications and requirements than with OPI services, once it has been set up and tested on the designated computers, it is simple to access and use. Typically, you will need the following to be able to use VRI services:
- Desktop or laptop computer, with webcam (an external HD cam is recommended, not a built-in cam), speakers, and microphone;
- Newer computers and cameras are preferable, as older systems often do not have sufficient processing power to ensure a smooth connection;
- Bandwidth Requirements: Minimum of 1 Mbps, but 2 Mbps (upstream/downstream) is highly recommended (4G LTE connections/mobile hotspots also work in most situations);
- A wired connection is preferable (although not mandatory) to achieve the best speeds and resolution.
Once you can meet these technical requirements (which may vary slightly from service to service) and have tested your equipment, you are all set!
As with OPI, video remote interpreting is usually charged “per minute,” making it much more cost-effective than on-site/in-person interpreting. You also don’t need to worry about logistics, such as providing an escort for the interpreting, security screening to enter the facility and the possibility that the interpreter will show up late because of traffic (or not at all!).
One common question is when is it more appropriate to use Over-the-Phone Interpretation (OPI) versus Video Remote Interpreting (VRI). Both offer the advantages of being available virtually “on-demand,” they can provide quick access to interpreters in hundreds of languages (including many languages of lesser diffusion). Finally, both are much more cost-effective than contracting an on-site interpreter.
One of the critical advantages of VRI over OPI services, as noted above, is the ability for the interpreter to read and interpret non-verbal cues and body language, which can be critical, particularly in medical contexts. VRI is also able to support sign language interpreting, whereas OPI cannot. Many times, though, it is merely a matter of preference, either for the healthcare provider or the patient. As a result, many hospitals and healthcare providers offer both services as a part of their Language Access Plans.
In conclusion, video remote interpreting (VRI) provides a more flexible interpreting solution. Without remote interpreting options like VRI and OPI, both patients and interpreters could be unnecessarily put at risk from the novel coronavirus or any future infectious disease pandemics.
At Translation Source, we offer both Video Remote Interpreting (VRI) and Over-the-Phone Interpreting (OPI) solutions in a variety of subject areas, from medical/healthcare to legal and much more. We will work with you to determine which solution best fits your needs and requirements for language access solutions. For more information about our remote interpreting services, please contact us at (800) 413-7838 or email us at info@translation-source.com.
