Case Study: UCHealth achieves faster interpreter access and better patient experiences with LanguageLine

University of Cincinnati Medical Center cuts interpreter wait times by 45 seconds with LanguageLine

The University of Cincinnati Medical Center (UCHealth) faced a significant challenge providing equitable telephone access to its Limited English Proficient (LEP) patients. Its previous process for connecting callers with an interpreter was manual, time-consuming, and created barriers to care. Partnering with vendor LanguageLine, UCHealth sought to integrate interpretation services directly into its Cisco Finesse call center system to streamline access.

LanguageLine implemented a one-touch integration solution that allowed UCHealth operators to instantly connect to professional interpreters with a single click, bypassing multiple manual steps. This resulted in a dramatically improved patient experience, reducing interpreter wait times by up to 45 seconds. The measurable impact was a 40% year-over-year increase in calls from LEP patients, totaling nearly 6,000 calls per month across 44 languages, demonstrating improved access and engagement.

University of Cincinnati Medical Center