Hospital first in Canada to offer this unique live, interactive video service

Newmarket, Ontario – January 31, 2012 – Non-English speaking patients visiting Newmarket-based Southlake Regional Health Centre no longer have to worry about any communication issues with hospital staff and physicians. The hospital is the first in Canada to offer a unique instant interpretation service that is delivered through a portable video screen, with a live, qualified interpreter at the other end.

“The number of Canadians whose first language isn’t English continues to grow, and up until now, a fair number of non-English speaking patients have had to bring family members or interpreters with them to appointments so that they can communicate on the patients’ behalf,” said Mary Ryan, Manager of Diversity and Inclusivity at Southlake. “This situation tends to create some anxiety since those doing the interpreting may not have the skills or depth of understanding required to translate health care-related issues.”

Southlake’s real-time video interpreting service, called VICKI™ – an innovative technology developed by Able Translations Ltd. – connects patients, via a video link, with a qualified interpreter at one of Able Translations’ call centres around the world. A two-way video service, the machine allows both the patient and interpreter to see each other.

“The amazing thing about VICKI™ is that it’s a fast, face-to-face communication tool with trained health care language interpreters to make the patient experience that much easier,” Ryan explained. She added that while Southlake does have access to staff, physicians, volunteers and students who are fluent in a variety of languages, they are not always available to assist with communication at a moment’s notice.

Because the units are mobile, they can be quickly transported to any department in the hospital as needed. Available 24 hours a day, 365 days a year, the service supports a range of languages, including Cantonese, Italian, Spanish, Russian and Portuguese.

“VICKI™ instantaneously relieves patients’ anxiety and fear, ultimately allowing them to speak comfortably,” said Roseanne Pegler, Executive Lead, Stronach Regional Cancer Centre, who works with Cancer Care Ontario and the Regional Cancer Program to implement cancer-related projects at Southlake. “When patients realize that they are being connected with a live person who speaks their language, their faces literally light up.”

According to Southlake President and CEO Dave Williams, Southlake introduced the interpretation service to better serve patients.

“The team at Southlake is committed to making our patients’ health care experiences the best they can be and this service is one more innovative tool that enables us to honour that commitment,” Dr. Williams said. “The ability for patients and health care professionals to communicate and understand each other is paramount to ensure a memorable and successful patient experience.”

Patients are encouraged to let their physician’s office know if they require this service when booking a hospital appointment, so it can be noted in their records.

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Media information or to set up interviews:          

Gail Bergman or Christina Vetro                            
Gail Bergman PR
Tel: (905) 886-1340 or (905) 886-3345
info@gailbergmanpr.com