Case Study: Cincinnati Children’s Hospital Medical Center improves patient experience with LanguageLine DirectResponse

Cincinnati Children’s Hospital Medical Center improves patient calls in 2 minutes with LanguageLine

Cincinnati Children's Hospital Medical Center faced significant language barriers in its patient communications. When non-English speaking patients called, operators had to manually connect an interpreter, often causing delays and dropped interpreter connections during transfers. This created a disjointed experience, and after-hours calls for some languages went unanswered for days. To address this, the hospital turned to its long-term partner, LanguageLine, to implement their DirectResponse solution.

LanguageLine's DirectResponse system automatically connects an interpreter at the very beginning of a call for listed languages. Callers hear a greeting in their language and are connected to an interpreter before speaking to hospital staff, ensuring seamless interpretation as the call is transferred internally. This solution dramatically improved the patient and operator experience, eliminated dropped interpreter connections, and reduced wait times. The hospital also created a dedicated Spanish tech support line using DirectResponse, pushing these calls to the front of the queue and further enhancing service for its Spanish-speaking community.

Cincinnati Children’s Hospital Medical Center