Video remote interpreting

The interpreter works from another location—either an office, home-based studio or call center—also using a videophone or web camera and television or computer screen.

Typically VRI is a contracted service used by organizations to help them communicate with Limited English Proficient or deaf and hard of hearing customers.

"However, the plaintiffs presented substantial evidence that during their visits between 2009 and 2014], the VRI machines routinely failed to facilitate effective communication.

In Silva (the court’s earlier 2017 decision), we described how the malfunctioning of the VRI machines “could generate a reasonable inference of an impaired informational exchange” that was likely to occur each time Plaintiffs visited Baptist’s hospitals.

A jury could thus conclude that Plaintiffs experienced instances of ineffective communication as a result of a “deliberate choice” by Baptist officials, rather than mere negligence.”"VRI shall not be used when it is not likely to ensure effective communication, for example, due to: (1) a Patient’s limited ability to move his or head, hands, or arms; vision or cognitive issues; significant pain; or because the Patient cannot be properly positioned to see the screen: (2) space limitations in the room: (3) communications with the Patient or Companion and Medical Personnel reflect that the complexity of the medical issue requires an on-site interpreter; or (4) any other time when there are indicators that VRI will likely nor or is not providing effective communication with a Patient or Companion, VRI shall not be used as a substitute for an on-site Qualified Interpreter.

In this setting, it is essential that patients and caregivers communicate readily with medical personnel, but it may take time for a face-to-face interpreter to arrive onsite.

Hospitals with VRI capability can connect with a remote interpreter quickly and conduct triage and intake surveys with the patient or caregiver without significant delay.

Also, employees who work in office settings are increasingly converting to VRI services to accommodate brief interactions or regular meetings which would be difficult to schedule with an onsite interpreter.

[10] Rivas Velarde M, Izquierdo Martinez LC, Dalal J, Martinez-R A, Cruz Reyes DL, Cuculick J, Vallejo-Silva A, Irreño-Sotomonte J, Groce N Video Remote Sign Language Interpreting in Health Communication for Deaf People: Protocol for a Randomized Controlled Trial JMIR Res Protoc 2024;13:e64590 doi: 10.2196/64590