MedStar Health: Better Patient Communication at Lower Cost
MedStar Health partnered with Ad Astra to strengthen care delivery through better multilingual support. Translation accuracy reached 99%, patient satisfaction rose from 70% to 90%, and language service costs fell by 25%.
About the client
MedStar Health, a leading not-for-profit healthcare provider, operates ten hospitals across Maryland and the Washington, D.C. region, supported by a network of additional healthcare facilities.
With patients who need support in many languages, comprehensive language services became essential to improve access to health information and ensure compliance with healthcare regulations.
What MedStar Health set out to achieve
- Enhance patient communication through precise multilingual translation
- Ensure compliance with healthcare standards and regulatory requirements
- Improve cultural sensitivity in patient interactions
- Streamline language service operations while maximizing cost efficiency
A strategic approach tailored to MedStar Health's goals
Experienced linguists specializing in medical terminology delivered timely translations and transcriptions critical to patient care, so MedStar Health could stay focused on its mission.
Assessment
A thorough analysis of MedStar Health's existing language services to identify areas for improvement.
Integration
Ad Astra's Translation Management System adapted to integrate with MedStar's electronic health records (EHR).
Customization
Custom medical glossaries and style guides to keep translations consistent.
Training
Cultural sensitivity training for MedStar staff to improve patient-provider interactions.
How the program was rolled out
| Phase | Key activities | Outcome |
|---|---|---|
| Initial assessment | Identified language gaps in patient documentation and information systems | Strategic direction for language services established |
| Customization | Created medical glossaries and integrated style guides | Consistent, accurate translations |
| EHR integration | Integrated Ad Astra's TMS with MedStar's EHR systems | An efficient workflow for staff |
| Quality assurance | Implemented triple-check processes for high-quality service delivery | 99% accuracy rate achieved |
The year before and the year after
Each row compares the year before implementation with the year after.
| Metric | Before | After |
|---|---|---|
| Patient satisfaction | 70% | 90% |
| Language service costs | $500,000 a year | $375,000 a year |
| Compliance incidents | 7 a year | 0 a year |
Better communication, full compliance, and lower cost
Communication efficiency
Better communication with patients who speak languages other than English, reflected in a 30% increase in patient engagement and satisfaction.
Regulatory compliance
Compliance standards met, with regulatory breaches reduced to zero.
Operational improvement
Optimized workflows and a 25% reduction in language service costs, freeing funds for patient care.
Setting new benchmarks in healthcare communication
The partnership shows what strategic collaboration can achieve in healthcare delivery. MedStar Health plans to continue its partnership with Ad Astra and explore new innovations in multilingual support.
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