Article review: The debate over remote interpreting

Recently an two interesting studies came out comparing various forms of interpretation.

The Annals of Emergency Medicine showed that on-site interpretation lead to greater patient and provider satisfaction.   This reinforces what on-site interpreters have known for years: there's something special about being in the room.  I was once told by a medical practitioner that over 70% of their diagnosis comes from the conversation before they ever touch a patient.  Wouldn't you want that conversation to be as accurate as possible, capture every gesture, every nuance?  Additionally, our health system is overwhelming and disorienting to many who are new to this country.  On-site interpreters provide a comforting presence to patients--a piece of the familiar in an intimidating new environment.

On the other hand, the another study in the Journal of Internal Medicine found that patients preferred to have simultaneous interpreters via a remote wireless feed.  Technology is revolutionizing our field.  Phone interpreter companies are growing exponentially, with national and international reach.  They are able to offer more languages and at a cheaper price than many local interpreters can afford.  In these lean economic times, that's an important consideration.  Also these jobs enable freelance interpreters who speak rare languages enough work to stabilize their income, leading to a professionalization of the field.  That's 100% fantastic.

Obviously, both articles found that trained, professional interpreters increased patient and provider satisfaction.  However, as a profession we have very little data as to the best practices of phone vs. on-site interpreters.  When does it make sense?   Which settings can use the phone, and which need an on-site interpreter?   What is key to good outcomes? And is satisfaction the same as good health?

These articles give us some marvelous first steps towards quantifying how we create good interpreting outcomes.  As a manager who advises hospitals about the best interpreting tools for the job, I look forward to more such studies.