Interpreter Efficiency and Staff Adoption of Language Services

Featuring a Case Study with Steward Health

  • Event Date:
  • Event Time: Noon Central

Now more than ever, it’s critical to have an efficient language services program. According to the U.S. Census, Limited English Proficient (LEP) patients tend to have higher rates of readmission, longer lengths of stay and a higher number of associated complications.1

Whether your hospital is small or large, this webinar shows you how to run a language services department efficiently and encourage staff adoption. Learn how to serve a diverse patient base, how to solve language access problems in a multi-hospital scenario, and how to increase staff use of language services as well as decrease response time for interpreter requests.

Hear how Steward Health efficiently directs a team of 80-plus medical interpreters across nine hospitals, 30 urgent care providers and six surgery centers — and managed 257,000 interpreter requests last year, with an average response time of 7.8 minutes. You’ll hear how it organizes interpreters and interpreter managers to provide in-person, phone, and video interpretation, in addition to written translations for consent and discharge instructions. In addition, learn how the organization faced challenges training staff on when and how to use language services in each of these facilities, developing mandatory training and testing to improve staff adoption.

What You Will Learn:

  • How to manage a small or large language services team across multiple hospitals and campuses
  • How to manage thousands of interpreter requests annually and decrease the response time for interpreter requests
  • The importance of mandatory training and demonstrations to encourage staff adoption of language services
  • How to use language services across the continuum of care: hospital care, home care and primary care


Our Signature Learning Series events are exclusively offered to hospital personnel. There is no charge to attend.

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Thought Leaders

Carla Fogaren, RN, QMI
System Director of Diversity Initiatives and Interpreter Services, Ada/504 Coordinator
Steward Health
Carla Fogaren, RN, QMI image

A registered nurse since 1988, Carla oversees the implementation of best practices across the Steward system including maximizing interpreter efficiency through reduced usage of on-call, agency, and off-site telephonic interpretation. Carla successfully streamlined implementation of improved LEP patient access, multilingual online resources, an iPod Touch-based dispatching system, proactive community outreach and ethnic marketing, and other key priorities for maximizing patient volume and quality.

Carla’s proven ability to build consensus regarding language access initiatives across Caritas is rooted in her extensive experience as the former Director of Community Outreach, Interpreter Services, and Mission Outreach and a member of the Senior Leadership team at Good Samaritan Medical Center in Brockton Massachusetts dating back to 1993.

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