Tech Solution Reduces Language Barriers for Colorado’s UCHealth

Aurora, Colo.-based UCHealth has launched a system to make it faster and easier for patients with limited English proficiency (LEP) to access interpreters over the phone. 

Fourteen-hospital UCHealth has partnered with LanguageLine Solutions and Cisco to integrate on-demand interpreting services directly into its communication system, allowing phone operators to instantly connect patients with professional interpreters in more than 240 languages.

Previously, when LEP patients called UCHealth, operators had to identify what language the caller was speaking, then place them on hold while dialing out to manually connect with an interpreter.

The new system uses a patient’s electronic medical record to tell operators what their preferred language is when they call. Then, without even answering the call, the operator is able to connect them directly to an interpreter, ensuring that the patient’s first conversation is in their own language.

In certain regions, up to 13% of UCHealth’s patient population consists of individuals who do not speak English as their first language. For many, the telephone remains the primary entry point for care. With the new one-touch integration, UCHealth can:
• Quickly connect to interpreters for the top 10 most frequently spoken languages with a single touch.
• Access a directory of more than 240 languages for interpreter services.
• Ensure uninterrupted interpreter support when transferring calls across the health system.

The health system said that this approach has improved efficiency and patient experience by reducing interpreter-connection times by up to 45 seconds.

In the first month since launching the system, UCHealth has seen:
• A 40% year-over-year increase in calls from LEP patients.
• More LEP patients independently calling UCHealth, reducing reliance on family members for interpretation and removing a key barrier to care.
• Nearly 6,000 calls in 44 different languages.
• Faster call handling and improved efficiency for operators and appointment schedulers.

"Advancements in health care technology should work for everyone, not just those who speak English fluently,” said Scott Suckow, director of language and cultural services at UCHealth, in a statement. “This solution bridges the digital divide, ensuring that all patients—regardless of language—can access the care they need without obstacles.”