Dallas TX, Baylor University Medical Center Now Uses Remote Video Interpreters

When it comes to patient care, every second counts. That is always on top of Amy Wilkins’ mind. She has been an ER nurse for 10 years now and she knows that a medical care worker must not waste any time, especially when the language barrier is present. This is because when things get lost in translation, it could spell disaster both for the patient and the hospital staff.

In Dallas, Baylor University Medical Center cares for and examines patients of various ethnicities, and when there is a huge presence of international communities this means that proper communication could be a problem. The hospital receives about 30 patients each day whose language is not English.

Nurse Wilkins said she could not imagine being in the shoes of any of those patients who do not speak English, saying that it must be terrible to be in a place when you know that there is something wrong with you and not being able to properly tell the person trying to take care of you what really ails you.

However, the very modern Baylor University Medical Center addresses the language barrier issue with technology. They are now using remote video interpretation for patients who lack English language skills.

The system works in real time, with sound and video and the patients are able to connect with any of the two call centers where interpreters are available every day, 24 hours a day. In the past the hospital provided cordless phones so patients could easily connect with a human interpreter. However, the session could take up to two hours and Nurse Wilkins said that she felt that there were still some limitations to their services to their patients.

Baylor University Medical Center is a not-for-profit hospital that is affiliated with the Texas A&M College of Medicine. For 15 consecutive years, it has been named as one of the Best Hospitals in America, according to the list of U.S. News & World Report. It is well-known for its orthopedic program, and is a Blue Cross Blue Shield Distinction Center for knee and hip replacements and spine surgery. It is also a recipient of the Magnet recognition for their nursing excellence, an award given by the American Nurses Credentialing Center.

Baylor’s Director of Guest Services, Dr. Joe Valenzuela spearheads the implementation of remote video interpreting technology at the hospital. Doing extensive research of the cultural profiles of their patients, they recognized that in most cultures, people want to see the people that are doing the speaking for them, which is what remote video technology provides them. Dr. Valenzuela also said that they even tested the technology using the Russian language to see how the whole system works. Overall, the new remote video technology provides them access to interpreters speaking in 16 languages that are spoken by the patients of Baylor.

The system now allows them to provide services for patients who use the American Sign Language and according to Dr. Valenzuela, they are experiencing an influx of patients who speak Burmese. He marvels at the fact that the tool is simple to use and the push of the button is the only thing that is needed to bridge the language gap.

Nurse Wilkins believes that it is a very positive thing to be an advocate for their patients. And one of the biggest steps they have taken it to remove one of the biggest barriers – the language barrier.

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