Impact of VRI use in Healthcare Stratus Video

The Leader in On-demand Video Remote Interpreting Connect to a live interpreter in less than 30 seconds.

Nationwide Children's Interpreting Services

Dan Gatti Tony Bradshaw

Objectives

• • Technology will always improve skills of interpreters  This presentation will make you aware of new technology and impact on healthcare • How can on demand video can help meet the register of the patient  Not all video is the same • How does the cloud help interpreters?

  What is available in social networking to improve skills?

Are they secure?

• How do we take the mystery out of technology?

  Establish standards, train and educate interpreters.

How will iPads, Smart Phones, Tablets and wireless PCs impact interpreting?

• What are the issues/ best practices for interpreters adapting new technology?

 How do supervisors work with hospital administrators and IT departments?

Privacy, security and network integrity become very important.

 As they strive to be HIPPI compliant.

Language Service Provider Market 26,000 companies - $13B revenue 65% have between 2 and 5 employees 25% have between 5 and 20 employees

Source: Nataly Kelly-Common Sense Advisory

Interpreting Dynamics

• • • Largest cost is scheduled interpretation (in person)  Typically 2 hours plus travel • • Over the Phone (OPI) largest volume.

  Specialized phone with two handsets Difficult to meet the register of the patient • Video Remote Interpreting (VRI) requires skill and training   Medical terminology much more difficult Training, More Training, Practice, Practice, Practice How do we take the mystery out of technology?

  Establish standards, train and educate interpreters.

How will iPads, Smart Phones, Tablets and wireless PCs impact interpreting?

What are the issues/ best practices for interpreters adapting new technology?

 How do supervisors work with hospital administrators and IT departments?

Privacy, security and network integrity become very important.

 As they strive to be HIPPI compliant.

Technology Today

New Terminology (Something as a Service) • • What is a Cloud?

  Google Mail All kinds of Devices connect to the cloud • Doximity  social network for healthcare professionals WebMD  Timely health and medical information

IT Challenges

• Wireless everywhere  Public and Private • Virtual Private Networks (VPN) • Security • Encryption • HIPAA • iPads • Video  Legacy devices  SIP  H.323

• Firewalls

Network Engineer opening Firewall

“Hey You, Get off of my Cloud”

Changing Technology Shapes the Industry

• There are all types of technology providers including:  Language Service Providers  Processor manufactures like Intel  Computer companies like IBM, HP, Dell  Audio Visual providers (AV)like Williams Sound  Telecommunications companies like AT&T or Verizon  Networking companies like Cisco and Juniper  Video Phone companies Polycom and Tandberg  Video Remote Interpreting companies like Stratus Video  System Integrators like Cerna  Modality companies like GE, Siemens

ODI- On Demand Interpreting

Nationwide Children's Interpreting Services

Connect to a live interpreter in less than 30 seconds.

Stratus Video a ZVRS Company

• Process 40,000 Video Calls Every Day  50,000 active users on the network • 400+ Certified Interpreters (ASL, Spanish & Portuguese)  24X7X365 • On-Demand  Connects to Live Interpreter via Video in less than 30 seconds • • • Supports any platform   iPad, Tablet, PC, Mac, iPhone, Android All Legacy Video Phones, Polycom, Tandberg, Lifeline Leveraged ZVRS’ video technology Industrial strength redundant Video Telephone Network  Just like Verizon and AT&T • 54 Million Video Calls Per Year

Software Works Across All Common Platforms

• PC or MAC • iPhone and iPad • Smartphone and Tablet • Polycom and other Video Android Connect over Wi-Fi, 3G, 4G or LAN Rolling Cart

Bedside Technology

ODI interpretation iPad or Tablet • Intelligent Monitors  Williams Sound  like AT&T or Verizon  Networking companies like Cisco • Video Phone companies Polycom and • Interpretation available

Every device should connect the same way!

1. Patient/Nurse/Dr. selects language option on touch-screen 2 . Client (ODI) calls Interpreter – Answers in less than 30 seconds (24x7x365)

Call Flow for VRI and OPI 1 Patient Doctor/Nurse

Other VRI Interpreters OPI Partner

2 Interpreters Stratus Spanish

Spanish

Interpreters OPI Interpreters

Other Languages

1.Patient/Nurse/Dr. selects language option on touch-screen 2. Call routed to Video Call Center 3. Call overflowed to VRI if required - extends resources - any time of day - any day of week

Hospital Call Center

Overflow from Call Center 1 2 Patient Doctor/Nurse

Video Call Center Other VRI Interpreters OPI Partner

3 Interpreters Stratus Spanish

Spanish

Interpreters OPI Interpreters

Other Languages

What to expect from VRI Interpreter

Features 1.

Name and identifier # -Kat 7511 2.

Window in Window -Can be moved 3. Privacy Window -Close view from Interpreter 4.

Audio Control -Mute 5. Digital Whiteboard

Video Interpreting requires training to meet register of patient

14

Over 400 Highly Qualified On-Demand Interpreters • US Citizen • At least 3 years interpreting experience • Stratus Employee in Call Centers.

• Completed medically accredited training.

• Hold national or state equivalent certification • Achieved 4.0 CEU RID certification.

• Provided over 100 hours of interpreting services in a medical environment.

• Have processed in excess of 1000 medically related video calls • Adhere to Professional Code of Conduct • HIPAA Certified

f Ethics

National Certifications • NIC, NIC Advanced, or NIC Master, RID CI, CT, IC/TC, CSC, SCC:L or MCSC • NAD Level IV or V • ACCI Level IV or V, • Texas BEI-3 or higher 15

Interpreter Call Center Work Area

• • • Purpose built for Interpreters • Customized software video phone client specifically designed for the interpreter Same configuration everywhere   HP Elite 8200 (dual monitors 19” and 22”) Larger monitor for administration Ergonomic Design   Table moves up and down Quiet Web Cam Screen Agent Information Stratus can build same configuration for you 16

26 Stratus Call Centers

Redundant Nationwide Video Telephone Network Private HIPAA Compliant Secure Network over 3 years interoperability with Cisco

What’s an Interpreter to do?

It’s not what you know that makes the difference. It’s what you DO with what you know that makes the difference.

 ”

Dr. Julie White

Learn technology

“Interpreters will never be replaced by technology, they will be replaced by interpreters who use technology.”

Make a friend with IT

ODI- On Demand Interpreting

Nationwide Children's Interpreting Services

Connect to a live interpreter in less than 30 seconds.