Kari Leifheit knows how to say “friend” in 27 different languages. Leifheit is a physical therapist at Shriners Children’s Twin Cities, where patients from all over the world come for specialized orthopedic care. Many families arrive with limited or no knowledge of English.
But language is no barrier to care at Shriners Children’s.
To facilitate communication, Shriners Children’s uses an electronic translation service. Patients and families speak with their clinicians through video or audio calls to ensure that they can discuss treatment options and comfortably ask questions, all in their native language.
For Leifheit, this means she can easily communicate with the large number of patients at Shriners Children’s Twin Cities whose primary language, or that of their parents, is Spanish. “There are times when 80% of my patient caseload is non-English speaking or English is their second language,” said Leifheit. “I would not be able to do my job without interpreters for a large portion of our patient population.”
Leifheit adds that even though she may not speak the same language as her patients, she has made it a goal to learn at least one word in each child’s native tongue. And that word is “friend.”
Continuous communication
Interpreter services begin when clinicians dial in through a tablet to access a translator. This translator then facilitates real-time communication, ensuring that medical information is conveyed accurately and comprehensively.
While the first appointment with a new patient typically includes an in-person translator to build rapport and ensure clear understanding, subsequent appointments often use the language services tablet. The tablet travels with the patient as they meet with different members of their care team, eliminating the logistical challenges of coordinating in-person translators for every visit.
A new standard in multilingual care
Over 35,000 video and 18,000 audio calls using translation services are made annually across the Shriners Children’s healthcare system. The top five languages used in video translation services are Spanish, Arabic, Russian, Ukrainian and Armenian, with American Sign Language also being readily available. Spanish, Ukrainian, Arabic, Russian and Mandarin are the most frequently used languages for audio calls.
And translation services are not limited to in-person visits. For patients meeting with their doctors and nurses via telehealth, the system is automated, with over 220 different languages that can be easily accessed through one click in the platform by the provider or anyone supporting them. In 2023, Shriners Children’s used over 30,000 minutes of translation to complete telehealth visits.
Providing the tools for patients to communicate in their native languages is a testament to Shriners Children’s dedication to inclusivity and excellence in healthcare. As more locations integrate this technology, the organization sets a new standard in patient care, where every family feels heard, understood and valued.
