A video remote interpreting (VRI) vendor allows hospitals to rapidly connect interpreters to deaf, hard-of-hearing, or non-English language preference (NELP) patients, so medical providers can communicate information when every second counts. Given the high stakes of patient communications in a hospital setting, choosing a VRI vendor requires careful consideration.
Not all VRI vendors are the same, and some are ready to support your hospital’s unique workflows and patient population better than others.
There are plenty of factors to consider when evaluating different vendors, but to help you get started, we’ll explore the most important.
1. HIPAA Compliance and Signed BAAs
HIPAA compliance is the first thing your hospital should look for when choosing a VRI vendor. An experienced VRI vendor prioritizes security and makes it clear from the start that they provide HIPAA-compliant technology and interpretation services. Part of this is being willing to sign a business associate agreement (BAA) before the launch.
The Department of Health and Human Services (HHS) requires that medical providers execute a BAA with any third-party vendor, including interpreter services, that may access protected health information (PHI). This agreement must establish how PHI will be used and which safeguards will be implemented to protect PHI, among other requirements. Choose a vendor who doesn’t just say they’re secure, but who proves it by signing a BAA.
2. ADA Effective Communication Compliance
Under the Americans with Disabilities Act (ADA), hospitals are required to provide effective communication for patients with communication disabilities across all departments and services. While VRI isn’t a requirement in itself, it is recognized as an option to comply with effective communication rules.
Look for a vendor who will be a partner in helping you achieve compliance by providing on-demand access to qualified interpreters and technology that meets the ADA’s performance standards.
To ensure the vendor’s technology meets ADA standards for effective communication, test their platform, and make sure:
- The video is clear, not choppy or blurry, with no lags;
- The interpreter’s audio is clear and audible; and
- You are connected to an interpreter in under 30 seconds.
The VRI vendor should also help you understand how their platform fits into your specific ADA compliance strategy, and make it clear that they take patient communication seriously.
3. Qualified Interpreters
Not every interpreter is prepared for the complexity of a healthcare-related conversation. The consequences of working with an unqualified or ad hoc interpreter go beyond spending precious time clarifying — there is the risk of miscommunication that can impact patient health and safety. That’s why it’s critical to choose a vendor that vets interpreters for medical terminology proficiency and HIPAA compliance.
Section 1557 of the Affordable Care Act (ACA) requires a qualified interpreter, which is defined as someone who can communicate “effectively, accurately, and impartially.” Choose a vendor who assesses the interpreters they work with for:
- Demonstrated language proficiency in English and at least one other language;
- Knowledge of specialized medical terminology;
- Ability to keep the original tone, sentiment, and emotional level intact; and
- Adherence to interpreter ethical principles.
These standards support accurate and clear communication between patients and providers, reducing the risk of poor patient outcomes and liability.
4. 24/7/365 Availability with Reliable Connection Times
When your hospital needs access to an interpreter at 2 a.m., your VRI vendor should be able to step in. A strong partner will connect your team to qualified interpreters within seconds, no matter the day or hour. This speed keeps clinical workflows moving and prevents the bottlenecks that frustrate both your staff and your patients. Additionally, consistent availability across nights, weekends, and holidays means your language access program always has coverage.
At CLI, our ASL and Spanish VRI services are available 24/7/365. All of the 230+ spoken languages we support are accessible 24/7 through our video platform’s audio feature.
5. Cultural Competence and Patient-Centered Approach
Language access is about more than converting words from one language to another — it’s also about how patients understand diagnoses and treatment plans, and achieving this understanding requires cultural competence.
HHS describes cultural competence as the ability of providers to “understand, respect, and effectively respond” to each patient’s language, cultural background, beliefs, and values. Doing so builds trust and stronger relationships, which in turn improves patient engagement and reduces miscommunication that can lead to medical errors. Make sure to find a VRI vendor that works with interpreters who know how to navigate cultural nuances in addition to being linguistically competent.
Why Hospitals Choose CLI for VRI Services
Hospitals choose us because we’ve built language access solutions around the real-world challenges that healthcare organizations face. When it comes to VRI, our approach is designed to meet the speed, security, and quality standards hospitals can’t afford to compromise on. You can expect:
- People first, always: We work with highly qualified, vetted interpreters who are experts in medical terminology. For ASL, we require RID certification, ensuring the highest standard of communication for the Deaf community.
- Built-in security and compliance: Our HIPAA-compliant VRI platform MERFi® doesn’t document, store, or process any customer data or personally identifiable information. It also runs on encrypted connections with restricted server access to protect patient data.
- Reliable technology backed by human support: Our easy-to-use platform connects your team to an interpreter in seconds, 24/7/365. But we know technology is only half the story, which is why our live operator support means a human is always there to help if you need it.
- A unified, simple solution: Simplify everything for your staff with our single, intuitive platform for both spoken languages and ASL. One system means less training, a better user experience, and more time to focus on patients.
- A true partnership: We’re more than just a vendor. We’re committed to being a long-term partner you can count on as your hospital evolves and your patients’ needs change.
Find the Right VRI Solution for Your Hospital
Choosing a VRI vendor for your hospital is a critical decision that can impact the quality of care you provide as well as patient outcomes. By focusing on interpreter qualifications, platform security, and the vendor’s commitment to a lasting partnership, you can give your team a solution that strengthens compliance and empowers all of your patients to be fully understood.
If you’re ready to partner with a leader in language access who puts people first, get in touch with us. We’ll provide a VRI solution that helps your team communicate clearly with every patient, every time. Request a quote or contact us to begin a conversation!
