Case Study: Mount Sinai Health System integrates 240+ languages into telehealth with LanguageLine

Mount Sinai expands telehealth interpretation 100-fold in 3 days with LanguageLine

Mount Sinai Health System faced a significant challenge in providing equitable telehealth access to its diverse patient population, which speaks over 200 languages. Their existing telehealth platforms lacked integrated interpretation services, forcing providers to use inefficient methods like speakerphones to connect with on-demand interpreters from their vendor, LanguageLine Solutions. This resulted in poor audio quality and a frustrating experience for both patients and providers.

The solution involved a partnership between Mount Sinai, LanguageLine, and Caregility to integrate interpretation directly into the Epic/MyChart telehealth platform. This allowed providers to simply click an 'Add Interpreter' button to connect with a LanguageLine interpreter via a dedicated audio line within seconds. The results were highly successful, with a 100-fold increase in utilization in three days. Post-implementation surveys showed 88% of patients would recommend the service, and 86% reported satisfaction with the audio interpretation, greatly improving the quality of care.

Mount Sinai Health System