Loyola Medicine Adds American Sign Language Feature for Telehealth

To enhance telehealth services, Loyola Medicine has implemented an American Sign Language (ASL) feature to assist deaf and hard-of-hearing patients participating in virtual appointments.

Spanish, Polish, and ASL are a few of the languages spoken by the 18 medical interpreters employed by Loyola Medicine, whose services are supplemented by a 24-hour interpreting service available through phone and video. Overall, Loyola provides medical interpretation in 250 languages.

Implementing the ASL feature will allow the team to care for more patients and improve the quality of delivered care, according to the press release.

"We are excited to offer ASL translation services to our deaf and hard-of-hearing patients making telehealth appointments," said Richard Freeman, MD, regional chief clinical officer at Loyola Medicine, in the press release. "The COVID-19 pandemic dramatically increased the demand for telemedicine and underscored the importance of making it available to as many people as possible."

Using a tool called Loyola myChart self-scheduling, patients can establish whether their primary language differs from English. If needed, a phone interpreter is available who can help patients schedule visits.  

"Our medical interpreters are essential members of the healthcare team," said Guadalupe Garcia, regional manager of interpreter services at Loyola Medicine, in the news release. "They know that they're making a difference in patients' lives by making sure they understand their diagnosis and instructions on how to take their medication and take care of themselves."

Loyola Medicine is a quaternary care system, headquartered in Maywood, Illinois, with various locations offering primary care, specialty care, and immediate care services.

Deaf patients typically have a hard time interacting with the US healthcare system, and research has shown that they may experience poor outcomes.

In particular, general EHR data standards have led to harmful outcomes for deaf patients.

A study from November 2021 described how generally, healthcare quality organizations ask the for the patient's primary language to know if they will need additional language services. However, the study also noted that updated versions of the National Patient-Centered Clinical Research Network and Common Data Model misclassifies ASL as an “other” language. This could lead to healthcare disparities and limited access.

Language, in general, represents a social determinants of health barrier. Providers have attempted to increase patient outreach and engagement by expanding language services.

Earlier this year, clinicians from the Massachusetts General Hospital updated telehealth programs to increase the use of language interpreters. This project derived from research relating to low video-based telehealth use among non-English speakers. The program included three strategies: increase access to technology, maintain privacy for immigrant patients, and include language interpreters in telehealth visits.

Further, a study from August 2021 showed that breaking down language barriers improves primary care access and reduces emergency department visits. It also noted that pairing a patient with a provider who speaks the same language helps build strong relationships and bolsters patient trust.