You probably can’t name 240 languages—let alone understand them—but the University of Rochester Medical Center can.
Effective communication is essential for quality healthcare, yet many patients face barriers that prevent them from fully engaging in their care. URMC Interpreter services help break down these barriers, ensuring that every patient receives the best care possible regardless of language or hearing abilities.
Whether through spoken language interpreters, American Sign Language (ASL) interpreters, or remote video and audio services, these interpreter professionals ensure that everyone can understand their healthcare options, make informed decisions, and receive the treatment they deserve—all while recognizing and responding to cultural differences that can affect care.
Interpreter Services at URMC
This is more than just a service; it’s about making sure each patient feels heard, understood, and respected, regardless of language.
“By removing language barriers, we create an environment where trust and personalized care flourish,” said Kathy Parrinello, president and CEO of Strong Memorial and Highland hospitals.
The URMC Interpreter Services Program ensures that patients have the access they need to communicate effectively with healthcare providers.
"Our goal is to make sure patients understand their diagnosis, treatment options, and care instructions," said Jason Hubbard, associate director of Spanish and Foreign Language Interpreters.
We work hard to balance the demand for common languages like Spanish with the need for rare languages, which may only be needed a few times a year.
Jason Hubbard
Without proper interpretation, patients face the risk of miscommunication, potentially leading to delays or errors in treatment.
For the Deaf community, communication can be even more challenging. Morgan Underwood, Associate Director of ASL Interpreters for Patient Care, stresses the importance of ASL interpreters, noting that they are tasked with translating words and conveying complex medical terminology and treatment options.
"It’s about ensuring that Deaf patients receive the same level of care and clarity as their hearing peers."
Core Responsibilities: Ensuring Comprehensive Patient Access
The Interpreter Services Program at URMC is committed to providing timely, accurate, and compassionate care for patients who need it. The program oversees a team of 70 interpreters—40 for ASL and 30 for Spanish—and a 10-person scheduling team, ensuring that language barriers don’t impede patient care. The team provides services for common languages and rare ones, using remote vendors for those less common languages via phone or mobile apps.
In addition to in-person interpreters, URMC leverages technology to provide immediate access to interpreters when necessary. "Through video remote interpreting (VRI), we can offer real-time translation in 41 languages via video, and more than 240 languages over audio," says Hubbard. This approach ensures that patients can quickly access the right interpreter, whether in an emergency room or for routine visits.
Overcoming Challenges: Technology Meets Accessibility
Providing timely and accurate interpretation in healthcare settings comes with challenges. One of the biggest hurdles is ensuring that interpreters are available when needed, especially for less frequently encountered languages.
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"We work hard to balance the demand for common languages like Spanish with the need for rare languages, which may only be needed a few times a year," Hubbard explained.
Technology has been a game-changer in overcoming these challenges. Video remote interpreting (VRI) allows URMC to offer patients access to interpreters quickly, even in emergencies when an in-person interpreter might not be available.
This is particularly important for rural or underserved areas where in-person interpreters are scarce. With VRI, healthcare facilities can connect with interpreters from anywhere globally, breaking down geographical barriers and making healthcare more accessible.
In addition to technological advancements, interpreters at URMC receive specialized training to ensure they are linguistically proficient but also culturally competent.
"Medical interpreters must understand the cultural context behind the language," Hubbard said.
This is vital, as cultural beliefs can influence how patients approach their care. For example, in Hispanic cultures, patients may defer to their physicians, potentially feeling pressured to accept a treatment plan. Interpreters empower patients to ask questions and make the right decisions.
Cultural Competency: Bridging Understanding
At URMC, interpreters also serve as cultural liaisons, ensuring patients’ cultural beliefs are respected and understood.
"We’re not just translating words; we’re helping patients navigate their care in a way that respects their cultural values," Underwood said.
We’re not just translating words; we’re helping patients navigate their care in a way that respects their cultural values.
Morgan Underwood
This is especially important for patients from diverse backgrounds, as the healthcare system can sometimes feel daunting or overwhelming. For example, some patients may rely on family members for decision-making, especially in cultures where family consensus is prioritized. Interpreters help facilitate these conversations, ensuring the patient's voice is heard while respecting cultural dynamics.
Looking Ahead: The Future of Interpreter Services in Healthcare
As healthcare systems continue to evolve, so too do interpreter services. Both Hubbard and Underwood are optimistic about the future, envisioning a time when real-time communication with interpreters will be available for all patients, regardless of language.
"We’re working toward a system where language will no longer be a barrier," said Underwood. "Every patient will have access to the care they need in the language they understand."
Hubbard also hopes that more hospitals and healthcare systems will invest in interpreter services. "These services are essential to improving patient outcomes," he noted. "When patients understand their care and feel respected, they’re more likely to engage and follow through with their treatment plans."
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