Shared videoconference medical interpretation project: Fostering inter-organizational collaboration between two large “safety net” institutions

Since 2002, Alameda County Medical Center (ACMC) and San Francisco General Hospital (SFGH) have jointly restructured their interpreter service departments through the introduction of videoconference and phone technologies. The innovation project is proving to be successful in dramatically reducing average wait times and increasing interpreter efficiency. In addition, the project includes routine exchange of interpreter services between the two county institutions on a daily basis.

The practical requirements to carry out the joint project presented a series of challenges in forging collaboration and detailed coordination between the two institutions. This has included: Establishing a Joint Oversight Committee for planning and coordination of resources; negotiating common IT designs and configurations to allow videoconference interpreter services to be exchanged from one county medical center to the other; developing common database programs and reports for recording and tracking interpretation requests; implementing common protocols and competency and training requirements for interpreter staff at both medical center.

The progress and the challenges associated with each of the items listed above will be discussed and illustrated with examples.