New translation service for patients

KITCHENER — Patients in Waterloo Region who are not fluent in English or French can now get help from a translator when accessing essential health care.

The new free service is a partnership between the Waterloo Wellington Local Health Integration Network and the KitchenerWaterloo Multicultural Centre.

“It’s always been about equitable access to health care,” said Lucia Harrison, chief executive officer of the multicultural centre.

The Kitchener-based centre has been trying for 20 years to get professional translation help for patients.

Without that, people have to rely on a relative or child to translate for them, or in some cases a nearby hospital employee would be enlisted.

“To me, it’s a no-brainer,” Harrison said.

People can schedule a translator to be present in person or over the phone, or get immediate assistance by phone any time of day.

In-person interpretation will be available in about 50 languages and 140 over the phone, simply by calling one number at the centre.

“We want to make this as seamless and easy as possible,” said Harrison at the Friday launch.

Dr. Kunuk Rhee, chief of staff at Cambridge Memorial Hospital, said the service is “vitally important.”

“It’s going to exponentially improve the quality of the patient experience,” Rhee said. “This initiative will also improve the outcomes.”

Patients will have a better understanding of their condition and follow-up care such as medications, reducing avoidable emergency room visits and hospital admissions.

It’s also a great help to doctors, who can avoid ordering unnecessary tests by being able to better communicate with patients.

“It’s essential for our clinicians to be able to understand their patient’s health concerns,” Rhee said.

The cost of operating the service will depend on how many people use it, and Harrison expects it will take a while for patients and doctors to become aware of it.

Providing translation services will ultimately reduce costs to the health-care system.

“The investment is negligible when you think about the savings,” said network board member Karen Coviello.

Call the multicultural centre for the service at 519-745-2593.

jweidner@therecord.com Twitter: @WeidnerRecord