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Category: Blog

Optimize Your Call Center’s Performance with Multilingual Services

Posted on by Ximena Garcia
8 min read

Customer Experience at Your Call Center — The Only Metric That Matters

According to the latest global consumer study conducted by Qualtrics XM Institute, $3.7 trillion of sales are at risk from bad customer experiences in 2024. Regardless of your industry, poor communication is bad customer service, and bad customer service leads to high customer attrition. 

Call Centers that want to provide a better customer experience, reach a global market, and improve important KPIs offer multilingual services to their customers. While important advances in technology and AI are changing the way call centers and their agents operate, language can still present a barrier to finding solutions if you’re not equipped to adequately support limited English proficient (LEP) callers. 

A comprehensive language access program will: 

  • Boost Agent and Customer Satisfaction  
  • Improve Your Call Center’s Metrics  
  • Increase Agent Productivity  
  • Expand Your Reach 

The customer experience is first and foremost what dictates the most valuable KPIs and metrics a call center should prioritize. Putting time into prioritizing the correct set of KPIs can have an enormous impact on how customers feel about their experience and how well a call center is operating.  

According to CCW Digital’s annual consumer preferences survey, customers who were asked about their interactions with call center agents this year responded overwhelmingly with negative feedback: 

0 %

Of customers said that employees seemed happy, helpful, knowledgeable, and empathetic

0 %

Said that agents seem to know more about the business and products they are supporting

0 %

Said agents seem to care more about solving their problems

0 %

of customers stated that agents seemed more willing to engage with them

These low numbers are highly indicative of call centers spending time concentrating their efforts in areas that aren’t customer-focused, and not enough time ensuring their agents are equipped with the tools essential for providing their callers with optimal services. Ensuring your agents have the resources and support they need will improve important KPIs like First Contact Resolution (FCR), Customer Satisfaction (CSAT), Net Promoter Score (NPS), Call Abandonment Rate, and Cost per Call (CPC) 

Maximize Customer Experience and Pivotal KPIs Through Language Support

According to a study conducted by CSA Research, 72.4% of consumers said they would be more likely to buy a product with information in their own language. This applies across all sectors including insurance, finance, healthcare, retail, etc. If you cannot speak a customer’s language, you cannot provide good customer service. 

With 1 in 5 Americans speaking a language other than English at home, it’s likely your call center has many LEP customers calling every day. If you can’t communicate with your customers, they will either hang up, be misled on their first call, or take their business elsewhere (or all the above). 

Partnering with a language service provider who can seamlessly integrate with your omnichannel contact center will support improvements at your call center that enhance the customer experience, boost agent productivity, improve important KPIs, and reduce customer attrition. Collectively supporting these improvements will help you thrive in a global market where customers can be calling from anywhere in the world, in any language. 

While call centers seek to optimize self-service options and reduce the amount of time agents spend on interactions, ensuring clear communication is the only way to meet your goals. Providing services in languages your customers understand reduces call handle time, cost per interaction, and agent effort, freeing up agents to help more customers throughout their shift. 

“67% of customers have become “serial switchers,” customers who are willing to switch brands because of a poor customer experience.” Don’t lose customers because you don’t speak their language. 

Language Services Associates is your Call Center partner.

Language Services Associates (LSA) has been providing language services to call centers for over three decades. We help you build trust with diverse callers by providing seamless language integration into your core contact center business. LSA’s interpreters have the skills to scale to your call center demands quickly and efficiently. Our team will partner with you to determine the appropriate language access program for you, provide clarity and insight for your customers, and ensure fast, accurate communication for your agents and LEP callers. 

Learn more about LSA’s call center language services today, improve your customer experience and expand your reach into the global market. 

Contact our team at 800.305.9673 X55305 or fill out our contact form in seconds. 

Why Is There a Shortage of Certified American Sign Language Interpreters?

Posted on by Arnisa Xharra
12 min read

Effective communication is key to ensuring equity and fair access in a globalized world. Under Section 504 of the Rehabilitation Act of 1973 and The Americans with Disabilities Act of 1990 (ADA) it is the responsibility of covered entities to provide effective communication at no-cost to the consumer. For Deaf & Hard-of-Hearing (DHH) communities in the US, American Sign Language (ASL) interpreters provide a lifeline in situations where language inequality prevents critical information from being accessed. 

ASL interpreters facilitate communication between Deaf & Hard-of-Hearing communities and hearing individuals using Sign Language. But it seems like there aren’t enough interpreters to go around. 

Is there an ASL interpreter scarcity? Let’s take a deeper look. 

Growth Trends and Statistics:

Concrete statistics surrounding Deaf and Hard-of-Hearing populations is lacking due to inefficient resources and limited funding in supporting and surveying these unfairly marginalized communities. But we continue to see a shortage of ASL interpreters in fields from healthcare to higher education, as the demand for their services grow. Language Services Associates (LSA) works to improve access for Deaf and Hard-of-Hearing individuals and continues to research and implement strategies to establish the most efficient means for providing effective communication. 

Extensive Training, Education, and Certification Process: 

Becoming a certified ASL interpreter begins with an undergraduate degree in American Sign Language and requires continuous updated education, workshops, and development. On average, it takes anywhere from five to ten years and includes achieving fluency in ASL, understanding Deaf culture, and passing rigorous certification exams.  

Not only do many states have their own licensing and requirements, but the Registry of Interpreters for the Deaf (RID) administers different types of national certifications that are required for numerous interpreting positions (including becoming an ASL interpreter for Language Services Associates). While there is no national requirement for certification in the US, providers like LSA rely on certified interpreters to ensure the integrity of our work and reliability of our interpreters. 

To qualify for the RID national certification, applicants must have a bachelor’s degree or an equivalent – so even if someone understands the language, culture, and technical skills required, if they do not have a degree, they cannot attain the national certification necessary to be an ASL interpreter for LSA and many other institutions. 

A High Demand, Geographical Obstacles, and Physical Challenges:

The current demand for qualified ASL interpreters is substantial. According to the National Census of the Deaf Population there are approximately 500,000 Deaf and Hard-of-Hearing Americans who use ASL, and a ratio of roughly 50 Deaf or Hard-of-Hearing ASL users to one ASL interpreter. Across numerous sectors like healthcare, education, and the legal industry, companies are constantly contending for support. With a limited pool of ASL interpreters available, and such a high demand, it creates an imbalance that intensifies competition among organizations vying for sign language services. 

Additionally, interpreters are not available in every geographic locale. With only around 10,000 certified ASL interpreters in North America, many areas struggle to find resources. While urban areas might have more professionals available (and still struggle), rural areas tend to be hit hardest. Video Remote Interpretation (VRI) provides a great option for virtual ASL support, but it requires a strong internet connection, and in many rural areas the infrastructure support is not available. 

Then there’s the physical toll ASL interpretation has on interpreters. Sign language is both mentally and physically exhausting. Interpreters utilize hand and arm movements, facial expressions, and body movements to convey meaning and can risk injury by overexerting themselves. There are only so many hours an ASL interpreter can sign for, and many will only accept longer jobs when there are at least two interpreters assigned. 

Hesitancy to Work with Full-Service Language Service Providers:

We’ve talked about the laws protecting and providing for DHH communities, as covered under ADA, as well as the stringency of requirements for an ASL interpreter to become and remain certified, so it might come as little surprise that there are some hesitancies to work with “spoken language agencies.” LSA is a full-service agency, providing expert equitable communication for both hearing limited English proficient and DHH consumers. Due to the subtle but vast differences between interpreting for a spoken language and a signed language, there is some skepticism that full-service agencies may not be fully invested in adhering to the same tenants required of agencies who only provide services for Deaf & Hard-of-Hearing Communities. However, LSA is proud to uphold those same pillars and tenants mandated by the Registry of Interpreters for the Deaf. 

Veteran Interpreters Retiring:

Seasoned career interpreters are retiring sooner than expected, with fewer later generations entering the field to ease the strain. Fewer students are choosing to pursue certification following studies, creating gaps in the profession. 

The LSA Difference:

LSA is fully dedicated to ensuring the best experience for both our clients and ASL interpreters. We have staff across various departments proficient in understanding the nuanced needs and concerns of the Deaf and Hard-of-Hearing community. We are a full-service language provider that adheres to the same framework and expectations as a Deaf-only agency. We incorporate training and Deaf sensitivity at an organizational cultural level. 

LSA is dedicated to upholding our high standards while providing support to our ASL interpreters.

  •  We strictly work with RID/BEI-certified ASL interpreters offering our clients the most professional experience without cutting costs or corners.  
  •  We guide and assist ASL interpreters in attaining state licensures and acknowledgment when and where they’re needed. We reach out to state agencies and our contacts at RID on their behalf when necessary and/or requested. 
  •  We are fully invested in in upholding our high-quality standards even under the pressure of a certified ASL interpreter shortage. 
  •  We offer flexible schedules with the opportunity to work as an employee or independent contractor, onsite or virtual, and versatility in how assignments are handled. 
  •  We offer interpreters the ability to work in the communities they live in to fulfill their obligations and assure equitable services where they are. 
  •  We offer and understand the benefits of certified Deaf interpreters (CDI). 
  •  We offer tactile sign language for low-vision and Deaf-Blind individuals. 

Language Services Associates (LSA) works with the highest qualified ASL interpreters in the field. We ensure our partners continually have the language support they need, 24/7/365. We provide Onsite ASL interpreters across the country, Video Remote Interpretation to fulfill virtual and on-demand needs, and training and support for the use of our services.  

Learn more about LSA’s American Sign Language services today! 

Contact our team at 800.305.9673 X55305 or fill out our contact form in seconds.   

Are You an ASL Interpreter?

If you’re passionate about making a difference and want a fulfilling career as an ASL interpreter with LSA, we’d love to hear from you! Join LSA and become part of a team dedicated to enhancing communication and accessibility for the Deaf and Hard-of-Hearing community.

Check out our open positions! 

June: Effective Communications Month

Posted on by Ximena Garcia
5 min read

Happy Effective Communications Month! It is 2024 and communication has evolved and improved in many ways. We can share information with people across the globe instantly, choose how we want to share that information, and send it to millions of people with the click of a button.

We’ve come a long way since hieroglyphics and cave paintings, but many still struggle to be heard. For instance, CRICO Strategies medical safety experts discovered that out of 23,000 malpractice suits, 7000 resulted from failed communication. These cases amounted to $1.7 billion in malpractice costs and approximately 2000 preventable deaths. Clear communication is integral to providing effective service and care to people, especially those with limited English proficiency.

 

Effective Communication in a Multilingual World:

Communicating effectively fosters connection and understanding. Anyone who is looking to build relationships should keep this in mind — including businesses. As companies are looking to expand their global reach, communicate with a growing multilingual audience (68 million Americans speak another language other than English at home), and maintain a diverse workforce, the need to communicate clearly and effectively is paramount. This involves understanding diverse languages and being culturally aware.

 

What is a Language Service Provider?

A language service provider is an entity that offers language related services. These may include interpretation, translation and localization, and language testing and assessments. These services ensure that your message is not only heard but understood across diverse cultures and languages.

 

How LSA Partners with Businesses to Improve Communication:

Language Services Associates (LSA) is a leading language service provider helping businesses connect with their customers across various industries. Effective communication goes beyond just words — it’s also understanding the nuances of language and cultural competency.

  • Qualified Linguists: LSA offers the most qualified, thoroughly vetted interpreters on the market. Accurate, culturally appropriate communication is our top priority.
  • Flexible Support: LSA has customer and technical support available 24/7/365 – including nights, weekends, and holidays.
  • Responsive: Communication is key in language services, and LSA is committed to ensuring the best customer experience. We value your feedback and respond to all questions, comments, and concerns quickly and with resolve.
  • Industry Expertise: We connect you with experienced, qualified linguists that speak your industry-specific language.
  • Full Suite of Services: We offer a full suite of language services solutions, including Over the Phone Interpretation, Onsite interpretation, Video Remote Interpretation, Translation & Localization, and Language Assessments and Testing.

Effective communication is essential for success in today’s interconnected world and thanks to language services providers like LSA, language is no longer a barrier.

Happy Effective Communications month!

Language Access Gets a Boost with New Section 1557 Ruling

Posted on by Ximena Garcia
9 min read

Equity in Education Access: Language Services for K-12 Schools

The U.S. Department of Health and Human Services (HHS) recently finalized a new ruling updating Section 1557 of the Affordable Care Act (ACA). Section 1557 prohibits discrimination on the grounds of race, color, national origin, sex, age, or disability by any health program receiving federal financial assistance — this is nearly 99 percent of all non-pediatric physicians and almost all hospitals in the United States.

The new rule strengthens protections against discrimination and guarantees effective language access for limited English proficient (LEP) patients and their families. The ruling will improve health equity while tackling biases prevalent in the healthcare sector.

The 2024 Final Rule reinstates provisions from the 2016 Final Rule relating to definitions for “language assistance services,” “limited English proficient individual,” “qualified interpreter,” “qualified translator,” “qualified bilingual/multilingual staff,” and adds a definition for “machine translation.” Additionally, it restores important provisions including a requirement to take sufficient steps to provide meaningful access to individuals with LEP, video remote interpreting standards, and mandatory notices to inform individuals of their rights.

Significant Updates Include:

Patients Must be Informed About Language Access Availability

Healthcare providers must ensure that individuals with LEP are aware of non-discrimination policies and the availability of access to free language assistance services. This includes posting notices prominently at their facilities and on their websites. The notices must be provided in English and at least the 15 most common languages spoken by LEP individuals in their state.

New Rules Regarding the Use of Untrained Interpreters

Healthcare providers are prohibited from using untrained interpreters like family, friends, or unqualified staff. This is to ensure accuracy and effective communication between providers and patients with LEP. If a patient would like to rely on an untrained interpreter, they must make the request privately with a professional interpreter in attendance.

Quality Standards in Telehealth/Video Remote Interpreting

Providers must provide high-quality telehealth services to all individuals to ensure effective communication. The rule prohibits the use of low-quality video remote interpreting services and unqualified interpreters. Providers must ensure high quality audio and video, reliable technology, and accessible services. This encourages the creation of a comprehensive language program by partnering with an experienced language service provider who can integrate high-grade interpretation services into telehealth platforms.

Providers Must Provide Training for Staff

Training must be provided on all policies and procedures, including how to efficiently access interpretation services. This includes onsite, video remote, and over the phone interpretation, and the technology required for utilizing these services.

Human Translators Must Be Used

If a provider chooses to use machine translation for their services the new ruling requires that a human translator review the content when accuracy is essential, text is relevant to rights, benefits, or meaningful access of a limited English proficient individual, or when the source documents or materials contain complex or technical language that can be hard to understand.

This landmark ruling is crucial to ensuring health equity and affording nondiscriminatory healthcare to everyone. Language barriers prevent individuals with LEP from receiving the same care as native English-speaking patients. Requiring providers to offer effective services will encourage partnerships with professional language service providers that carefully vet their linguists and deliver high quality solutions.

How a Partnership with LSA Can Help

Language Services Associates (LSA) has been providing language services in the healthcare sector for over 30 years. Our services help ensure compliance with Section 1557 of the ACA requirements, and we have a complete understanding of the new ruling.

We offer you:

  • Carefully vetted linguists with healthcare experience that understand the nuances of the health system and can fully interpret every interaction, assuring a complete understanding between doctors, nurses, staff, and patients.
  • A comprehensive implementation plan that encompasses thorough training on our services and technology, as well as furnishing essential materials like signs and documents. These measures are in place to ensure that your staff can fully leverage LSA’s services.
  • An extensive language program which includes top-quality Video Remote Interpretation services that can seamlessly integrate with your telehealth or EHR systems, delivering an equitable experience regardless of the patient’s language or location.
  • Translation and localization of vital documents, websites, apps, and signage in hundreds of languages to enhance the patient experience.
  • Compliance assistance with any questions or concerns regarding adherence to regulatory standards and requirements.
  • Customer service representatives and technical support available 24/7/365.

Learn more about LSA’s Healthcare language support today!   Contact our team at (800) 305-9673 ext. 55305 or fill out our contact form in seconds.

 

About LSA

Language Services Associates (LSA) offers a full suite of interpretation and translation solutions to help optimize the experience of limited English proficient patients and customers. Providing native language support improves the efficiency and productivity of staff, raises customer satisfaction levels, and builds trust. LSA provides a competitive differentiator across various industries including healthcare, government, finance, banking, insurance, call center, legal, sports, and many more.

Equity in Education Access: Language Services for K-12 Schools

Posted on by Ximena Garcia
10 min read

Equity in Education Access: Language Services for K-12 Schools

When English language learner (ELL)/limited English proficient (LEP) students do not have access to language assistance they run the risk of failing, being left back a grade, or dropping out of school. They are often misplaced in special education classes and miss opportunities to enroll in advanced courses because of language barriers.

In 2019 approximately 22.6% of school-age children in the US spoke a language other than English at home. Currently in the US, 22% of the population five years old and over speak a language other than English in their residence. That’s approximately 67.8 million people (roughly one in five) who likely need professional language services when they or their children enter the education system.  Partnering with an experienced language service provider ensures the students in your school district have an equal opportunity to receive a fair education while also assuring you’re complying with laws and regulations surrounding language access. 

Under law in the US, all K-12 children must have fair access to education regardless of race, religion, economic status, or citizenship — and language access is essential to doing that. This applies to children with LEP, children who are Deaf or Hard of Hearing, and their families or guardians. 

Language’s Impact on Education

Download our brochure to learn more about language’s impact on education and the advantages of partnering with an experienced language service provider.

DOWNLOAD THE BROCHURE

SOLUTION:

For over three decades Language Services Associates (LSA) has been providing cost-effective solutions to ensure no ELL/LEP students and families are left behind.   

With hundreds of languages available, including American Sign Language (ASL) and rare dialects, LSA has the tools necessary for improving equity at your schools, ensuring compliance with applicable federal and state laws, and fostering consistent open communication with ELL/LEP students and their families.  

LSA Will Work with You to Ensure Compliance with US Laws And Regulations 

The Federal Government mandates that school systems provide language support for ELL/LEP students and their families. Schools are required to communicate information to limited English proficient parents in a language they can understand about any program, service, or activity. We help schools meet these requirements.  

LSA ensures your school is compliant with applicable laws, including: 

  • Title III (part of the Elementary and Secondary Education Act of 1965 (ESEA), as amended by the Every Student Succeeds Act of 2015 (ESSA)) 
  • Title VI of the Civil Rights Act of 1964 
  • Americans with Disabilities Act (ADA) 
  • Equal Educational Opportunities Act of 1974 (EEOA) 
  • Executive Order 13166 
  • The Every Student Succeeds Act (ESSA) 

LSA will work within your budget to provide translation and interpretation services via the most appropriate modalities to provide efficient communication for: 

  • IEP (Individualized Education Program) Meetings and any Special Education Related Services 
  • PTA Conferences 
  • Student Evaluation Meetings 
  • School Policy Guides 
  • Parent Notifications 
  • Progress Reports 
  • Emergency Communications 
  • Registration and enrollment in schools and school programs 
  • Emergency communications 
  • And more. 

 

THE PROBLEM WITH TAKING LANGUAGE SHORTCUTS: 

Google Translate 

Google Translate may appear to be a reliable solution for communicating with LEP individuals, but it’s complicated because there is no way to incorporate context. This means words with double meanings can be incorrectly translated, and the entire message can be significantly altered leading to more problems than solutions. 

Inexperienced Language Service Providers 

Partnering with an inexperienced language service provider (LSP), or an LSP with limited tools and resources, can mean inadequate services, long wait times, or the inability to provide services for rare languages. Do not be fooled by low rates that seem too perfect to be real – if it seems too good to be true, it likely is. 

Independent or Freelance Interpreters 

Engaging the services of independent or freelance interpreters usually means paying a higher rate, working around that interpreter’s schedule, and language limitations. Working with an LSP like LSA will grant you access to hundreds of languages and thousands of linguists any time of day at one guaranteed price. 

Bilingual Friend, Family Member, or Another Student  

Using a friend, family member, or another student that is bilingual does not always lead to great results. Another student may be too young to comprehend important concepts or ideas, and friends and family do not have the training required to provide adequate interpretation in a professional setting. 

 

A PARTNERSHIP WITH LSA IN K-12 EDUCATION:  

LSA is a full-service language provider offering hundreds of languages, 24/7/365 via audio, video, and onsite solutions. We also offer translation services for important documents, forms, websites and any written materials, and language assessments to ensure your bilingual staff is qualified to provide interpretation at your school. 

Our interpreters and translators undergo a rigorous three-step verification process ensuring they provide culturally competent services and have expertise in the education field. This guarantees that any time an interpreter is needed you are provided with a highly qualified linguist who understands the terminology and nuances of your industry. 

LSA will work with you and your budget to create a language access program that meets the needs of your school. Our experience in the education system is proven and unmatched. Partnering with LSA is a cost-effective way to ensure no LEP students are left behind. 

Learn more about LSA’s language services today!  

Contact our team at 800.305.9673 X55305 or fill out our contact form in seconds.  

 

ABOUT LSA: 

For over three decades Language Services Associates (LSA) has offered a full suite of language interpretation and translation solutions to help optimize the experience of limited English proficient customers and patients. Providing native language support improves the efficiency and productivity of staff, raises customer satisfaction levels, and builds loyalty. For thousands of clients worldwide, in hundreds of languages, LSA provides a competitive differentiator across various industries including education, healthcare, government, finance, banking, insurance, sports, hospitality, and more.  

Improving the Patient Experience in Healthcare: Cultural and Linguistic Competence 

Posted on by admin
6 min read

Improving the Patient Experience in Healthcare: Cultural and Linguistic Competence 

Effective communication is critical in healthcare settings — especially when addressing the needs of patients with limited English proficiency (LEP). Studies show LEP patients tend to be more vulnerable to harmful adverse events signaling the need for special attention when communicating with them. Cultural and linguistic competence in a clinic or hospital ensures that all patients receive timely and appropriate care, minimizing language barriers that can delay critical treatments. This competence not only aids in recognizing and adapting to the diverse cultural differences of individuals in our communities, but also enhances the effectiveness of healthcare providers in cross-cultural situations. 

Improving Health Equity through Language Services

Providing high-quality care through cultural and linguistic competence promotes health equity and significantly improves the patient experience. Unfortunately, language and cultural barriers can lead to severe consequences, including incorrect diagnoses, costly readmissions, low patient retention, and costly litigation. According to the Joint Commission’s Sentinel Event Database, nearly 59% of significant detrimental events in healthcare stem from communication failures. Additionally, many LEP patients often forgo seeking medical help due to the complexity of medical literature and lack of accessible information. For example, not being able to understand low-cost health plans or updates to programs like Medicaid. Implementing cultural competence strategies not only helps in reaching out to LEP patients effectively but also ensures they feel welcomed and understood. This in turn directly impacts their access to health services.

The Role of Medically Qualified Interpreters

Working with professional interpreters has shown to improve the clinical and quality of care among LEP patients. At Language Services Associates (LSA), we work with medically qualified interpreters who play a pivotal role in bridging communication gaps and improving overall patient experience. Interpreters are rigorously vetted and trained to provide the highest level of support to medical staff and LEP patients. This results in many benefits, including:
Understanding diversity and multicultural attributes allows our interpreters to ensure that all care preferences are clearly understood and respected, aligning with the patient’s cultural background.

Broadening Access to Professional Language Services

In the United States, roughly 22% of the population aged five and over speak a language other than English at home. Additionally, there were over 67 million international visitors in 2023 — translating to a substantial amount of people who likely require professional language services in medical settings. The quality of a patient’s healthcare experience depends heavily on the language access provided and the cultural competency of the medical staff. This is where professional interpreters truly make a difference and prove to be an invaluable addition to the medical staff. Learn more about LSA’s healthcare language support services or schedule a free consultation today.

About LSA

Language Services Associates (LSA) offers a full suite of interpretation solutions to help optimize the experience of limited English proficient patients and customers. Providing native language support improves the efficiency and productivity of staff, raises customer satisfaction levels, and builds trust. LSA provides a competitive differentiator in the healthcare, government, finance, banking, insurance, call center, legal, sports industries, and many more industries.

LSA Celebrates: National Interpreter Appreciation Day

Posted on by Ximena Garcia
17 min read

LSA Celebrates: National Interpreter Appreciation Day 

Today (and every day), we take a moment to honor the vital role interpreters play in breaking down language barriers and facilitating clear communication across diverse communities. Interpreters do more than translate words — they convey meaning, emotions, and cultural nuances, ensuring that every voice is heard and understood. 

As we celebrate this important day, we’re excited to share stories from a few interpreters. These stories highlight the passion they bring to their profession and showcase the profound impact they have on people’s lives. Their contributions are invaluable — and today, we say thank you. 

Jordan Interpreter

JOSEPH

Haitian Creole Interpreter
Read more about Joseph's experience →

Beautiful sunset

One touching experience I had while interpreting was connecting with a Haitian woman who had recently immigrated to the USA. Despite the language barrier, we bonded over shared cultural experiences and struggles. Through interpretation, I was able to help her navigate various aspects of her new life, providing support and encouragement along the way. Seeing her gain confidence and integrate into her new community was truly inspiring.
— Joseph

Nhu: Vietnamese Interpreter

NHU

Vietnamese Interpreter
Read more about Nhu's experience →

Beautiful sunset

I chose to become an interpreter to reconnect with my love for languages. During nearly eight years working in this field, I have seen the power of interpretation countless times.

There was one particular call I still remember. Before I rendered the service, I was kindly informed by the therapist that the patient’s spouse refused to work with other interpreters during their marriage counseling sessions. However, the warmth of my voice and the accuracy of my interpretation gradually convinced her. She started to open up and share her feelings and thoughts. By the end of the long session, many of their misunderstandings were resolved and her marriage reached a new level of acceptance and reconciliation.

After that call, I became a strong believer in the power of interpretation. May this journey of helping others bring so much more love, inspiration, and motivation in the world around us all.
— Nhu

Jacob: Haitian, Creole Interpreter

JACOB

Haitian Creole Interpreter
Read more about Jacob's experience →

Beautiful sunset

I've been passionate about interpretation since high school, which is why I chose it as my career. I love breaking down communication barriers.
— Jacob

Stefany: Spanish Interpreter

STEFANY

Spanish Interpreter
Read more about Stefany's experience →

Beautiful sunset

Interpreting became one of my greatest passions because it gave me a purpose: "to become the voice of the unheard." I started working at LSA in 2020, a year that changed the course of humanity; especially for us medical interpreters. Even though I had previous experience interpreting, where I had witnessed beautiful moments like the birth of a child, as well as terrible moments like having to break the news to someone with cancer, I believe there was no training that could prepare us to face a global pandemic.

However, there is one story in particular that I will never forget: after several months of working tirelessly worldwide, as a united front to try (to the best of our abilities) to win the battle against COVID-19, I took a call. At the end of the call, the doctor took a moment to thank me for my services, but not in the almost automatic way that we usually get. He actually took a moment to acknowledge me as a human being, he said, "Most of the time, as doctors, we forget that there is an actual human being on the other side of the line, that is also helping us fight Covid-19. You are also working as hard as we are, but we are the ones getting all the credit. However, we couldn't do this without you. Interpreters are the unsung heroes of this pandemic."
— Stefany

Esther, Haitian Creole Interpreter

ESTHER

Haitian Creole Interpreter
Read more about Esther's experience →

Beautiful sunset

Working as an interpreter has always been life-changing for me. More importantly, it teaches me empathy, kindness, and to be a voice for others who can't make themselves understood. Having a good grasp of my culture also makes it easier to comprehend patients.
— Esther

Fernando, Spanish Interpreter

FERNANDO

Spanish Interpreter
Read more about Fernando's experience →

Beautiful sunset

Personally, I think being an interpreter is awesome. Knowing that I'm doing my best to help people, no matter if it's something good or bad, big or small, I get to be that bridge for people. Even though it is sometimes a big responsibility, it feels great! Seeing all the people you helped at the end of your shift is very satisfying and fulfilling. I could not ask for a better job. I feel blessed and very happy!
— Fernando

Jyotirmoy, Hindi/Bengali Interpreter

JYOTIRMOY

Hindi/Bengali Interpreter
Read more about Jyotirmoy's experience →

Beautiful sunset

I would like to share a story where I was on a call with a patient who was on the verge of delivering her baby. Given it was an emergency situation, I was careful to use a comforting tone while being vigilant of the minute details that may arise that needed interpretation. Even though the patient was not able to deliver her baby, I was able to support the client as well as the patient until the patient had been stabilized. These scenarios, where I've been able to help someone in need, have given me a good feeling about the work I do.
— Jyotirmoy

David, Spanish Interpreter

DAVID

Spanish Interpreter
Read more about David's experience →

Beautiful sunset

It's great to know that some providers recognize my voice and service. I can now say that I recognize one or two because of where they are calling from and how they communicate with both the LEP individual and interpreter. It's great to be recognized!"
— David

Josias, Spanish Interpreter

Josias

Spanish Interpreter
Read more about Josias's experience →

Beautiful sunset

My story is about the longest call I've ever had. A video call that lasted 9 hours and 38 minutes! It was a feel-good story because of the outcome. It started with the patient in the ER with a case of kidney failure. They moved the patient to the ICU. At one point the doctors thought they would have to start dialysis on the patient. However, as the day progressed and the treatment started to work, the kidneys recovered to the point where that wasn't necessary anymore. In the end, the patient was taken out of the ICU. It was good to experience the entire process and see the effort from the doctors and nurses that assisted the patient. Additionally, it felt really good to be part of the entire process through my skills!
— Josias

Regine, Haitian Creole

REGINE

Haitian Creole Interpreter
Read more about Regine's experience →

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In the bustling world of healthcare, where every word and connection matters, I found my calling as a Haitian Creole interpreter. It's not just about translating words; it's about weaving understanding and empathy into every conversation.

One particular experience stands out vividly. I was interpreting for a young Haitian immigrant who was apprehensive and uncertain about this new land. Through the magic of Video Remote Interpretation (VRI), I was able to bridge the gap between their native Creole and the medical jargon, transforming anxiety into reassurance. But before we settled into the serious matters, there was a moment of unexpected fun. As the video call connected, there was a brief, comical mix-up with the camera angles, resulting in an unintentional close-up of my nose! With a laugh, I quickly adjusted the camera, and we all shared a lighthearted moment before diving into the appointment.

Reflecting on my journey, I realize that the true essence of interpreting lies not in the technicalities but in the smiles exchanged, the fears eased, and the lives touched. I find fulfilment in those moments of shared humanity, knowing I've made a difference, one conversation at a time. So, here's to the power of interpreting, the unspoken connections it forges, and the countless lives it enriches. As I continue this vibrant journey, I carry the joy of bridging worlds and knowing that every thread matters in the tapestry of languages.
— Regine

Carlos, Spanish Interpreter

CARLOS

Spanish Interpreter
Read more about Carlos's experience →

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Interpretation to me is a learning tool. The people communicating learn what is needed to achieve their goal. It could be lifesaving information or just a simple diet plan. Personally, interpretation has changed my life. I remember how I used to almost feel afraid to answer or make a call to a company. I am not quite over my fear of Video Remote Interpretation. I think people don't want to see this old man staring at them... 😆 Interpretation makes me feel good because I get to help other people. I am able to fill that "gap" in their life. I love hearing "Gracias mi hijito eres una bendicion de Dios."
— Carlos

Partner with Language Services Associates for a Better Patient Experience

Posted on by admin
10 min read

Did you know that according to The Beryl Institute – Ipsos PX Pulse, 76% of Americans surveyed said they haven’t had a positive patient experience in the past three months, and 60% said they have had a negative healthcare experience entirely?

92% or respondents said that a good patient experience is highly important to them, which is overwhelmingly indicative of how important it is for healthcare facilities to consider what the patient journey looks like, and what areas need to be improved.

Now imagine navigating the healthcare system in the US when you don’t speak English.

Language access is essential to improving the patient experience when a non-English speaking patient enters your healthcare facility. By offering clear communication throughout the patient journey, you offer better care, favorable outcomes, and improve patient satisfaction.

LSA’s language services improve the patient experience through language, providing:

  • Improved understanding between doctors, nurses, staff, and patients
  • Positive health outcomes
  • Culturally sensitive care
  • Enhanced trust
  • Increased patient satisfaction
  • Shorter lengths of stay
  • Reduced readmissions
  • Improved HCAHPS scores

Provide Language Access for Your Multilingual Community

In the US, 22% of the population five years old and over speak a language other than English at home. That’s around 67.8 million people (roughly one in five) who likely need professional language access when calling or entering a hospital or medical facility.

For Limited English Proficient (LEP) individuals, limited access to health care is a growing issue, and tends to lead to higher risk for infectious and chronic diseases. Many people with LEP do not have access to regular care and lack a primary care physician that can offer preventative services. When entering a healthcare facility, the experience is often challenging, especially if there’s limited access to language assistance.

Partnering with LSA ensures your LEP patients can fully understand communications throughout the patient journey. From check-in to detailed prescription instructions and scheduling follow-up appointments, language access is a crucial determining factor in an LEP patient’s experience and care.

Why Language Support Matters

In a study from the Journal of Racial and Ethnic Health Disparities entitled,  “Comparison of Sociodemographic Disparities in COVID-19 Hospitalizations and Outcomes Between Two Temporal Waves of Admissions,” it was discovered that, “Non-English-speaking language status independently predicted worse hospitalization outcomes in wave 1, underscoring the importance of targeted and effective in-hospital supports for non-English speakers.”

During wave 2, after implementing support for non-English speakers, this status was significantly improved, concluding that “…increasing in-person interpreter availability for non-Spanish languages, investing in video-based interpretation equipment for isolation rooms, and using signs to remind staff of patients’ preferred languages,” is highly effective. The study continues, “the COVID-19 virus may be novel, but the health system needs and inequities it is exposing are likely not.”

LSA offers a full suite of language interpretation solutions that ensure optimal care at your facility. Our customizable services assure that you’re fully prepared to break down language barriers and provide support to your doctors, nurses, medical staff, patient experience team, and patients.

Our highly qualified medical interpreters are rigorously vetted to offer the best experience for your staff and patients, eliminating health disparities and inequalities, and ensuring a better patient experience for LEP individuals at your facility. We have hundreds of languages available, onsite, over the phone, or via video.

Improve HCAHPS Scores

Determining a hospital’s overall patient experience involves evaluating responses to the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. This survey is distributed to random patients after discharge, and establishes whether communication with patients is effective based on questions that explore how a patient felt during their experience:

  • Did the patient feel the doctor was listening to them?
  • Did they feel the doctor understood them?
  • Did they feel doctors explained things clearly?
  • Were medications and possible side effects described thoroughly?

Ensuring understanding between staff, doctors, and nurses with LEP patients can boost HCAHPS scores, and effectively improve the patient experience.

Why the Patient Experience Matters

A patient’s satisfaction with their hospital experience is measured by many factors, but chief among them is fast recovery, clear communication, and the patient’s ability to navigate the health system with ease. For an LEP individual, the inability to communicate effectively means longer wait times, extended hospital stays, poorer quality of care, and a higher risk of being readmitted.

A good patient experience is important because not only does the patient’s health depend on it, but a hospital’s reputation and costs depend on it too. Poor care leads to costly readmissions, poor HCAHPS scores, and weak patient retention.

As we’ve mentioned in our Breaking Down Language Barriers to Reduce Readmissions post, under programs created by the Affordable Healthcare Act, the federal government cuts payments to hospitals with high readmission rates, excessive numbers of infections, and substantial patient injuries. And for readmissions, Medicare cuts as much as 3% per patient as part of its readmission penalty system. In addition to these cuts, transparency in reporting a hospital’s readmissions can lead to potential patients going elsewhere for their care due to the impact these rates can have on a hospital’s reputation.

Partner with LSA to build positive doctor-patient relationships, translate and localize important medical documents, assess your bilingual staff’s ability to provide effective interpretation, and to offer interpreters on demand in hundreds of languages, including American Sign Language (ASL) 24/7/365. Our highly qualified medical interpreters, cutting-edge technology, and healthcare expertise provide your facility with the essential tools for improving the patient experience and providing optimal care.

Learn more about how LSA’s interpretation, translation, and language assessment services help to improve the patient experience, provide exceptional care, and uphold the reputation of your healthcare facility.

Contact our team at 800.305.9673 X55305 or fill out our contact form in seconds.

Language Services Associates Ranks Fifth for Midsize Companies in Philadelphia Inquirer’s Top Workplaces 2023

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4 min read
Language Services Associates, Inc. (LSA) is thrilled to announce that it has been ranked the 5th best workplace in The Philadelphia Inquirer’s Top Workplaces 2023 for midsized companies. This is a remarkable achievement that underscores a commitment to employee satisfaction and excellence in the language industry.   The Inquirer’s Top Workplaces 2023 celebrates workplaces going above and beyond in the Philadelphia region and is a testament to LSA’s dedication to creating a positive and inclusive work environment. The award is based on employee feedback gathered through a confidential employee engagement survey, conducted by Energage.  
“This survey validates what we have believed for a long time – that LSA is truly one of the best places to work,” said Scott Cooper, President at LSA.  “Our workplace culture is one of our most important values.  It allows talented, passionate, and driven individuals to make a real difference in people’s lives every day.   We pride ourselves on working together, listening to one another, and creatively finding solutions to help our customers engage with patients and customers who do not share a common language.  Our people take immense pride in what they do together.” 
For over three decades, LSA’s dedicated employees have been helping break down language barriers around the world, facilitating meaningful communication through a full suite of customizable language solutions including video remote, over the phone, onsite interpretation services, conferences, sports and entertainment, and content translation and localization. LSA’s inclusive work environment allows it to thrive in the competitive language access market by fostering an environment that incorporates teamwork, openness, and collaboration. With strong focus on quality, innovation, and customer satisfaction, LSA services healthcare organizations, government, financial and banking institutions, insurance, entertainment, sports, hospitality, and manufacturing industries.  Learn more about LSA and join our team today!   Contact us at 800.305.9673 X55305 or fill out our contact form for more information. 

Breaking Down Language Barriers to Reduce Readmissions

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8 min read
In the US, 22% of the population five years old and over speak a language other than English at home. That’s approximately 67.8 million people (roughly one in five) who likely need professional language access when entering a hospital or medical facility.  Language barriers in a medical setting weaken the quality of care limited English proficient (LEP) patients receive, waste resources, and lead to high healthcare costs. If a patient cannot understand how to make or confirm an appointment, comprehend information pertaining to medication, follow-up, and discharge instructions, or know how to prepare for a surgery, their health is at risk (for surgeries that require fasting, this can be very dangerous, and can waste hospital resources). LEP patients tend to be readmitted significantly more often than English-speaking patients, or those provided with a qualified medical interpreter. CRICO Strategies medical safety experts discovered that out of 23,000 malpractice suits, 7000 resulted from failed communication. These cases amounted to $1.7 billion in malpractice costs and approximately 2000 preventable deaths.   A qualified medical interpreter ensures seamless and accurate communication between a doctor and patient. Language Services Associates (LSA) medical interpreters are highly proficient in medical terms and treatments, and can be the difference between a patient receiving the care they need or ending up back at your facility. Our medical interpreters will make sure that patients understand how to prepare for surgery, their discharge/aftercare instructions, and directions for prescribed medication. LSA’s interpreters ensure that language and cultural barriers do not get in the way of proper care. Our customizable services guarantee cost effective solutions, efficient communication, and culturally accurate translation & localization to meet your needs.      How Qualified Interpreters Affect Readmissions and Lengths of Stay  The National Library of Medicine did a study where researchers were tasked with investigating the differences in lengths of stay and readmission rates among limited English proficient (LEP) patients. 3071 patients were divided into those receiving professional interpretation at admission or discharge, and those not receiving professional interpretation at all. They found that approximately 15% of patients receiving professional interpretation were readmitted within 30 days, while 24% of patients who were not provided a professional interpreter were readmitted within the same time frame – that’s a 9% difference. A professional interpreter was also the key difference in the average length of stay. Patients provided with a professional interpreter stayed for approximately two and a half days, while those patients without access to a professional interpreter stayed an average of around five days.  The Financial Impact of Readmissions  In a separate study, the National Library of Medicine found that higher readmission numbers impact a hospital’s finances, noting that profits are reduced when a provider’s resources are further utilized. Readmissions that could be avoided with the use of a professional interpreter incur unnecessary costs. Under programs created by the Affordable Healthcare Act, the federal government cuts payments to hospitals with high readmission rates, high numbers of infections, and patient injuries. And regarding readmissions, Medicare cuts as much as 3% per patient as part of its readmission penalty system. In addition to these cuts, transparency in reporting a hospital’s readmissions can lead to potential patients going elsewhere for their care due to the impact these rates can have on a hospital’s reputation.  Reduce Readmissions, Build Trust, and Improve Patient Care with LSA  LSA’s medical interpreters are carefully vetted and undergo an extensive assessment process, ensuring they have a deep knowledge of medical terminology, treatments, and diagnoses. They’re compliant with all laws and regulations regarding privacy, and they have the cultural knowledge and sensitivity to accurately render both verbal and non-verbal communication in a hospital setting. They help foster clear communication for improved understanding of prescription and treatment plans, ultimately reducing extended hospital stays and adverse consequences, while decreasing the cost of care and litigation risks. They reduce disparities in health equity for LEP patients, and build trust between a patient and their family with a physician or medical team.   Learn more about LSA’s medical interpreters and translation solutions to reduce readmission rates, protect your facility’s reputation, and ensure your LEP patients receive the care they deserve.  Contact our team at 800.305.9673 X55305 or fill out our contact form in seconds.   About LSA  Language Services Associates (LSA) offers a full suite of language interpretation solutions to help optimize the experience of limited English proficient customers and patients. Providing native language support improves the efficiency and productivity of staff, raises customer satisfaction levels, and builds loyalty. For thousands of clients worldwide, in more than 230 languages, LSA provides a competitive differentiator in the healthcare, government, financial and banking, insurance, entertainment, hospitality, and manufacturing industries.

LSA Sponsors the 2023 US Deaf Golf Championships

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5 min read
Language Services Associates (LSA) last week had the honor of sponsoring the 2023 US Deaf Golf Championship Tournament, hosted at the Northwood Golf Club in Rhinelander, WI.  Going above and beyond typical corporate sponsorship, LSA worked with nationally certified American Sign Language (ASL) interpreter, Ann Sarkauskas, to dedicate her time and skill for the duration of the Tournament. Ann was instrumental in facilitating communication between the Chairman, Board Members, Tournament Players, Pro Shop Staff, Food and Beverage personnel, and many more, both Deaf and Hard of Hearing and hearing.  
“Though a challenging environment and challenging subject matter, it was an enriching experience to interpret for 100+ Deaf people interacting with golf course staff and non-signing attendees.  LSA generously donated my time as their employee to the USDGA as a means of sponsorship for the association and the event,” said Ann. “The tournament just happened to take place in my tiny hometown, due to it having one of the nicest and most challenging golf courses in the country! I was able to visit my place of birth and raising while working to provide language access to the Deaf Community, to which I owe my profession and career this past 3 decades.  I am ever grateful to my employer, LSA, for their contribution, and to the USDGA for the once-in-a-lifetime opportunity!” 
Throughout the week, Ann acted as a seamless broker between sign language users and non-signers. Her inclusion and expertise significantly contributed to the success of the tournament.  USDGA Chairman Paul Rutowski expressed his deep appreciation for the collaboration with LSA, and the invaluable contribution made to the United States Deaf Golf Association’s Tournament.  
“Ann, the top-notch professional interpreter provided by LSA, played a pivotal role in the success of our tournament. Her fluency in ASL and exceptional communication skills were instrumental in bridging the gap between signers and non-signers throughout the entire week. With Ann’s assistance, communication flowed seamlessly, allowing everyone involved, from the Chairman to the Board Members, Players, Pro Shop, and Food and Beverage staff, to connect and engage effortlessly.”  
Paul went on to share, “I am truly grateful for the outstanding collaboration with LSA, as they fulfilled our need not only for Deaf ASL users but also for our service providers and operations staff. Their commitment to excellence made a lasting impact on our event.”  About LSA    Language Services Associates (LSA) offers a full suite of language interpretation solutions to help optimize the experience of limited English proficient patients and customers. Providing native language support improves the efficiency and productivity of staff, raises customer satisfaction levels, and builds loyalty. For thousands of clients worldwide, in more than 230 languages, LSA provides a competitive differentiator in the healthcare, government, financial and banking, insurance, entertainment, hospitality, and manufacturing industries.  

REBRANDING ANNOUNCEMENT: LSA Updates with Exciting & Modern Logo

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5 min read

Exciting New Logo 

(July 2023) After more than three decades in business, Language Services Associates (LSA) has launched its new logo and appearance with an exciting view towards the future.  LSA remains the same industry leading language service provider customers rely on every day, but has a new and exciting look!   

With this rollout, LSA matches more directly its branding to its work, passion, vision, the solutions it brings to its amazing network of interpreters, people who speak different languages, and to its partners.    

The new logo has a vibrant and modern look, with brighter colors, sharper edges, and the “LSA Full Stop” – punctuating LSA’s full-service approach to providing the best customer service from start to finish – all reflecting its commitment to excellence in language services. Effective July 2023, the following logos will identify LSA to its customers (current and future), interpreters, employees, and vendors: 

LSA New Logos (2023)

Why the New Look? 

LSA’s old logo reflects the foundation it was built on and symbolizes how it got to where it is today. LSA is proud of its history and the accomplishments it has achieved with its customers over the past three decades. LSA proudly remains one of the leading language service providers offering a full suite of language services that allow our diverse communities to be included in all aspects of life, regardless of language. 

LSA has continued to evolve since its early days, but its logo and themed appearances have remained the same. LSA is thrilled to unveil a fresh new logo, new colors, and new themes that symbolize not only its progress but also its culture, its work, and the partnerships shared with thousands of clients to make the world a more understood and inclusive place. 

LSA is grateful for the support of its clients and partners over the years, and looks forward to continuing to serve you with the same level of dedication and commitment in the years to come.  

These logos, colors, and themes will also show prominently on LSA’s website, collateral, written communications, and proposals. 

Sunset Logo 

Effective September 30, 2023, LSA will sunset its prior logo for all new materials.  LSA still retains all rights to the mark, and previous information with that logo and mark remain valid unless expressly stated otherwise and in writing by an authorized representative of LSA. 

Questions? 

Any questions about LSA’s new logo or designs should be directed to LSA’s Marketing Department at Marketing@LSA.inc. 

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