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Adapting Interpreter Services to a Hybrid Model during COVID
Shari Gold-Gomez, Jordan Ellis, Interpreter Services Supervisor Team, and the entire Interpreter Services department
Introduction/Problem
In January 2020, Interpreter Services moved from a long-time paging system to a just-intime interpreter request software.
Two months later, in March 2020, Interpreter Services used this just-launched system to
enable appointment dispatching to approximately 50 interpreters, representing over 15
languages. We quickly increased to over 30 languages representing 100 interpreters,
including staff, per diem and non staff.
This quick transition to a hybrid model within 48 hours allowed BIDMC to maintain
communication and service delivery to LEP patient population.
Aim/Goal
The goal of this work was to provide seamless service delivery to the LEP patient population
in virtual, ambulatory, and inpatient settings during the COVID-19 pandemic.
The Team
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Shari Gold-Gomez, Director, Interpreter Services
Jordan Ellis, Project Manager, Improvement & Innovation
Stephanie Baumeister, Operations Manager, Interpreter Services
Supervisors: Ana Torres, Janice P Chung, Ernestina Damoura Moreira, Rina Levin
The entire Interpreter Services department
The Interventions
Ø We first piloted remote interpretation with large
language teams in the weeks leading up to
March 13, 2020. We then had a proof of concept
that it was possible to provide interpreter
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services remotely.
Ø We then changed protocols and began taking
hospital-issued devices home to be prepared for
remote work prior to March 13,2020.
Ø After the March 13th announcement that clinics
were closing, Interpreter Services changed their
configuration to base a minimal number of staff
on site with the balance of interpreters at home
ready to work remotely via the dispatching
software. The outcome was successful to adapt
the dispatching software to allow interpreters to
safely work from home while maintaining an onsite presence for complex patient interactions.
Donated clinical iPads were configured for ease
of use with Starleaf and interpreters on selected
inpatients floors for video interpreting.
Year
2019 (scheduled
interpreters)
2021 (hybrid model,
dispatching software)
Average Response Time
(Minutes)
15 minutes
5 minutes
Results
40,000 more encounters since FY18 with the
This project allowed a hybrid model to both
same staffing.
allow a key on site presence of interpreter,
with the balance of 100 interpreters to work
remotely: providing video and telephone
interpreting which had never been done
before by BIDMC interpreters.
This current models allows Interpreter
Services to serve 18% more encounters for
LEP patients and providers with the
efficiencies gained by not traveling and waiting
in a just-in-time model compared with FY 18
levels. This equates to supporting more than
For more information, contact:
Shari Gold-Gomez
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Dublin Core
The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/.
Title
A name given to the resource
Silverman Symposium
Description
An account of the resource
Each year the Silverman Symposium poster session offers BIDMC staff and affiliates the opportunity to share experiences and learn about efforts to improve Quality and Safety.
Date
A point or period of time associated with an event in the lifecycle of the resource
2021
Silverman Poster
Primary Contact
If you would like more information about this project, contact this person. Make email address clickable.
Shari Gold-Gomez (<a href="mailto:sgomez@bidmc.harvard.edu" target="_blank" rel="noreferrer noopener">sgomez@bidmc.harvard.edu</a>)
Project Team
Shari Gold-Gomez
Jordan Ellis
Stephanie Baumeister
Ernestina Damoura Moreira
Ana Torres
Janice P. Chung
Rina levin
Interpreter Services Department
Department
Any departments listed on the poster or identified in the spreadsheet.
Interpreter Services Department
BIDMC Location
The BIDMC location where the poster team resides if identified in spreadsheet. If not identified, choose BIDMC.
BIDMC
Dublin Core
The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/.
Title
A name given to the resource
Adapting Interpreter Services to a Hybrid Model during COVID
Date
A point or period of time associated with an event in the lifecycle of the resource
2021
Format
The file format, physical medium, or dimensions of the resource
pdf
Compliance
Effectiveness
Efficiency
Patient and Family-Centeredness
Timeliness