Hospital Responds to 'Ayudame'

Bayshore Community Hospital will be the first hospital in the United States to adopt Spoken Translation's Converser for Healthcare, English/Spanish. The hospital plans to use Converser—an interactive software system that interprets and translates conversations between English and Spanish speakers—in all its customer-facing departments in an effort to increase patient satisfaction within its Spanish-speaking community. Bayshore—a 225-bed acute care hospital with a staff of over 2,000 doctors, nurses and healthcare professionals—has already introduced Converser into several departments and plans to expand its use to the entire staff within six months.

"It’s been a very good tool to add to our services," says Chris Domalewski, vice president of marketing and community relations. "It is extremely helpful to patients and also to our staff."

According to Domalewski, staff at Bayshore successfully utilized Converser recently when asking a Latino patient—who didn’t speak English—to use a wheelchair.

"He simply didn’t understand it in English," Domalewski says of the patient who initially refused the request. "But once we wrote it on the screen…[Converser] spoke [in Spanish] back out at him, ‘please get into the wheelchair.’ So it was very simple…. It was very helpful." 

Converser is different from other communication and translation tools: It is not limited to the delivery of preprogrammed phrases and supports wide-ranging two-way conversations. As such, Bayshore staff can communicate with patients based on the specific needs of any situation. Text for translation can be entered by speech, typing, handwriting, and point-and-click.

"It’s a one of a kind," Domalewski says. "We’ve built a close relationship with [Spoken] and it will grow. We’re starting with Spanish. We have interest in developing it into Chinese…and a few other languages they have on the horizon. So, it’s a product that will grow."

"We had translation services before, but this allows the speed of the translation to be much quicker and it’s so easy," Domalewski says. "You write a sentence on the screen and it just speaks back at you…it just converts it right away. It’s very easy and it’s bedside. It’s portable."

Additionally, translations can be verified by Converser's Reliable Retranslation technology—which provides a translation of the translation—and, if a word is mistranslated, Converser allows for fast correction by providing a list of alternative meanings.

"More and more staff are being trained as we speak," Domalewski says. "As time goes on it will be in more places throughout the hospital on more machines and more laptops…. It can only get better and it’s helped us tremendously."

News relevant to the customer relationship management industry is posted several times a day on destinationCRM.com, in addition to the news section Insight that appears every month in the pages of CRM magazine. You may leave a public comment regarding this article by clicking on "Comments" at the top; to contact the editors, please email editor@destinationCRM.com.

CRM Covers
for qualified subscribers
Subscribe Now Current Issue Past Issues

Related Articles

VCG Launches Biometric Payments System

The new service offers biometrically authorized payments via phone, providing convenience and security.

Why Customers Are Sick of Healthcare

Consumer Health World '08: Consumers are cost-ignorant with healthcare -- and yet always want too much.

The Prescription for Healthcare? Consumers.

Consumer Health World '08: Health 3.0 involves an alignment with the consumer Web, but as much as consumers are clamoring for personalization, adoption still lags.

Market Focus: Healthcare -- A Prescription for Satisfaction

As healthcare becomes more technologically advanced, are patients better served?

Roar of the Market

Attensity's new Market Voice solution strives to harvest customer insight from both direct and indirect channels.

TUG Sellers Get a Helping Hand

Sales process automation helps out hospital automation.

The Markets Within the Masses

When marketers try to reach a particular demographic, the successes -- and failures -- reflect on all of us.

With Clementine 12.0, SPSS Goes Deep

New data mining release offers improved functionality for a broader base of users.

What's In a Name?

Tearing through systems to scrub dirty data and gaining a cultural understanding of names across the globe is no easy task.

Market Focus: Healthcare: The Great Divide

The business of medicine and the care of patients are not the same thing; for both segments, customers is difficult to define.

Hospitals Are Ailing From Poor Switchboard Service

With customer service playing an increasingly important role as a competitive differentiator in the healthcare industry, facilities must place greater emphasis on customer interactions.

Google Exec Talks Business in the Cloud

2008 Office 2.0 Conference: In just one year, the Internet has completely changed the way we do business.

Se Habla Espanol?: Communicating Effectively with a Trillion-Dollar Market

Forging relationships with a new demographic.