All Graduates
All Graduates | 24 Jun 2022

Ongoing collaboration between All Graduates Interpreting and Translating Service and Northern Health’s Virtual Emergency Department has resulted in successful health consultations for multicultural patients seeking emergency medical support.

Video interpreting has become increasingly popular as a service platform since the onset of the COVID-19 Pandemic in March 2020, with many services being provided on a pre-booked basis. However, in late 2021, Northern Health sought an ‘on demand’ interpreting solution to cut wait times and provide interpreting needs on a reliable, real-time basis.

All Graduates has a large pool of trained video interpreters across a wide range of languages spoken within the Northern Health and surrounding catchment areas. As an early adopter of video interpreting technologies, All Graduates has spearheaded service delivery via video platforms for a decade, and offers an established and highly capable interpreting cohort to support client needs.

From December 2021, Northern Health and All Graduates articulated an On Demand Video Interpreting workflow and implemented a pilot arrangement to the end of February 2022, which achieved an effective fill rate of 98.5% of confirmed bookings, which exceeds common industry benchmarks.

The workflow includes the use of customised online bookings forms which are actioned immediately by All Graduates on receipt, with connection times being 10 minutes for Arabic interpreters and 20 minutes for all other languages, as agreed key performance indicators. All Graduates communicate responsively with Clinicians by telephone and email to provide booking confirmation status, and to connect the video call.

During the pilot, 66 video-interpreted services were delivered in the following languages:

 

Services were available across a broad span of hours ranging from 8:30am to 11:30pm Monday to Sunday.* During the trial, nearly 70% of services were requested between the hours of 2pm and 8pm, and over 95% of services went for more than 20 minutes (with 40% of these interactions lasting for between 50 and 120 minutes). Feedback on the service has consistently been positive, with doctors citing ease of use and rapid response times:

 

I have used it twice now and has worked well both times!
They were very quick (got one in under 5 mins) and the online form was easy to use.

 

In addition, these services are valued as they are able to be arranged at short notice, and a wider range of interpreting professionals can be sourced from metropolitan and regional locations around the country. Video interpreting technology has enormous potential to improve service access, delivery and flexibility, and reduce costs. Over time, the further rollout of this capability will make consultations between any health professional, patient and interpreter in any location around the country a real possibility.

As has been found in earlier initiatives in health settings1, in situations when onsite interpreting is not possible, culturally diverse patients prefer accessing interpreters via video conferencing rather than telephone, as they value the ability to see and interact with their interpreter rather than relying on voice communication only. Interpreters have also expressed their satisfaction with the user-friendly technology and ease of access to the video platform, with no additional software, effort or expertise required to connect to the video conference.

The trial is ongoing, and as the default service provider for meeting on-demand video requests, All Graduates looks forward to continued collaboration with Northern Health to support the healthcare needs of diverse clients.

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1Melbourne Health (Royal Melbourne Hospital) Telehealth Initiative: Schulz TR, Leder K, Akinci I and Biggs B-A (2015), Improvements in patient care: videoconferencing to improve access to interpreters during clinical consultations for refugee and immigrant patients, Australian Health Review 39(4), pp395-399, 23 March

*UPDATE: Following the success of the trial, the virtual ED service is now available 24 hours, 7 days a week.

 

Melbourne Health and All Graduates connecting Health Professional with multicultural patients across Victoria.

All Graduates
All Graduates | 5 Apr 2019

In 2018, Melbourne Health (Royal Melbourne Hospital [RMH]) expanded its use of video interpreting to facilitate telehealth consultations with multicultural patients. The initiative was supported under the Department of Health and Human Services – Language Services Innovation Grants program It followed research published in 2015[1] by Dr Thomas Schulz, Infectious Diseases Physician at RMH, which showed that patients from culturally and linguistically diverse communities preferred accessing interpreters via video conferencing rather than telephone, in situations when onsite interpreting was not possible.

RMH had worked with All Graduates on the earlier trial and approached them to be involved in this project as the supplier of interpreters via video.  All Graduates took the role of training and supporting the interpreters to use the video platform and ensured the video connections were appropriate and the delivery of the service was of high quality.

Patients from over 100 language backgrounds make up over 50% of RMH patients, indicating an obvious and growing need to:

  • ensure improved access to services
  • remove communication barriers
  • reduce costs and inconvenience for patients/interpreters located in regional/rural Victoria
  • increase efficiency of service delivery through use of technology.

From April 2018 to January 2019 123 requests for video interpreters were made, 57% of these were secured with an interpreter. The most frequently requested language was Karen – 36 requests were made of which 53% were fulfilled . As had been found in the earlier study, patients in particular valued the ability to see and interact with their interpreter rather than being reliant on telephone communication only. The sessions were delivered in 26 languages [see below] involving patients in Melbourne and interpreters located in Melbourne and remotely throughout Victoria, and across NSW, Qld, and WA.

Video interpreting is currently delivered using the Commonwealth Government’s Health Direct telehealth platform, which enables browser-enabled videoconferencing accessible by any phone, tablet or computer. Using Health Direct, any health service can link to patients or interpreters in any location, and experience a high-quality audio-visual connection. In collaboration with RMH, All Graduates used administrator-level access to:

  • allow customisation of the interpreter’s virtual waiting room
  • undertake triage in relation to conference connections
  • quality assure the connection prior to bringing the interpreter into the consultation.

Throughout the period, patients and interpreters alike enjoyed the user-friendly technology and ease of access to the video platform via the internet. One highly experienced Maltese interpreter commented that the video interpreting platform far surpassed any system used previously in his work interpreting with the courts, as no additional software, effort or expertise was required to connect to the videoconference. A Rohingya interpreter was able to successfully provide eight video interpreting sessions over two months while situated overseas. In another instance, an interpreter from a rare language located in regional Victoria, delivered an interpreting session via video which potentially saved RMH over $700 in anticipated travel expenses.

The project has been successful in embedding video as a standard means of improving access to interpreter’s for the significant refugee/immigrant populations living in Victoria, across a range of language backgrounds. It has demonstrated that any hospital that is enabled, through Health Direct, can engage interpreters from remote locations to provide interpreting services to their CALD patients .  A benefit of the approach is the access to a nation-wide pool of interpreters, which is much larger than that which can be realistically supplied in onsite interpreting situations in Melbourne. During the initial period, Interpreter locations ranged from metro Melbourne (Hungarian), to Yackandandah and Nhill (Karen), to the suburbs of Sydney (Indonesian, French), Canberra (Amharic), Queensland (Kirundi) and WA (French and Malay). In these early stages, patients were all located in Melbourne with their healthcare professional, and the interpreters, remotely located, provided services via video.

Following success of the initial period, demand for the service has grown and includes the following languages:   Amharic, Arabic, Burmese, Hakka, Karen, Kiswahili, Lao, Malay, Maltese Rohingya, Samoan, Tamil, Thai, Tibetan and Urdu.

Feedback from the patient and healthcare professional experience has been very positive, and it is particularly valued when it is able to be arranged at short notice, and a wider range of interpreting professionals can be sourced from metropolitan and regional locations around the country. Video interpreting technology has enormous potential to improve service access, delivery and flexibility, and reduce costs. Over time, the rollout of this capability will make consultations between any health professional, patient and interpreter in any location around the country a real possibility.

 

Telehealth consultations were delivered using interpreters in the following languages:

Amharic, Arabic, Burmese, Chin (Mizo), Finnish, French, Gujarati, Hungarian, Indonesian, Karen, Kirundi, Macedonian, Malay, Malayalam, Min Nan, Rohingya, Samoan, Somali, Spanish, Tamil, Tibetan, Tigre, Timorese Hakka, Turkish, Urdu and Vietnamese.

[1] Schulz TR, Leder K, Akinci I and Biggs B-A (2015), Improvements in patient care: videoconferencing to improve access to interpreters during clinical consultations for refugee and immigrant patients, Australian Health Review 39(4), pp395-399, 23 March