More from our interpreter service group. A really nice note from Stephanie Baumeister, the group's coordinator, about Geoff O'Hara, one of our systems specialists. Translation of some terms: CCC is our electronic medical records and scheduling system. "Non-staff languages" means foreign languages where we rely on per diem help for interpreters because there is not enough demand to have people on payroll. Shari is our head of interpreter services.
Good morning, Paul!
I just wanted to let you know about the great work that Geoff O’Hara did for us. Because non-staff languages do not have their own CCC schedule where appointments for patients who need an interpreter can automatically be booked with their healthcare provider (which is the case for staff language interpreters), we used to have to rely on schedulers to notify me in order for me to arrange for an interpreter to be present. There had to be a better way. Shari and Geoff talked, and Geoff came up with a brilliant program. He worked very hard for an entire week until we were all happy with the results. Now, whenever a non-staff language appointment is booked, rescheduled or cancelled, CCC sends me an automated email to notify me. Not only that, but it is sent in the scheduler’s name, so that I can just “reply” to sender to easily communicate with the scheduler. Since the new system was implemented in September, we have caught, on average, another 100 appointments a month (projecting about a 1500 appointment increase for FY2010) that without this enhancement might have slipped past us. It has also helped us to educate the staff about the Medical Center’s policy of having a professional interpreter present for appointments instead of family and friends, which was the cause of some of the lack of notification. My mailbox is stuffed now, but the patients and providers are getting the help they need.
Here is what the emails look like. See how Geoff added location for my benefit? My interpreters appreciate that!
An appointment for a patient requiring interpreter services has been scheduled.
Patient: XXX,XXX (MR # XXXXXXX) Language: *BULGARIAN
10/15/10 | 9:00 AM | GERONTOLOGY LMOB (SB) | GERONTOLOGY,GANGAVATI LM Lowry Bldg (110 Francis St) | 1st Floor
***
An appointment for a patient requiring interpreter services has been changed.
Patient: XXX,XXX (MR # XXXXXXX) Language: *ARMENIAN
From:
05/25/10 | 5:15 PM | GI WEST OFFICE (SB) | FALCHUK,KENNETH R.
LM LOWRY BUILDING | 8th Floor
To:
05/21/10 | 2:45 PM | GI WEST OFFICE (SB) | FALCHUK,KENNETH R.
LM LOWRY BUILDING | 8th Floor
***
An appointment for a patient requiring interpreter services has been cancelled.
Patient: XXX,XXX (MR # XXXXXXX) Language: *ARMENIAN
04/16/10 | 1:45 PM | PHYSICAL THERAPY -SHAPIRO CC2 | HARRIER,DARLENE SC Shapiro Clinical Ctr | 2nd Floor
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