Course Description & Objectives

As healthcare systems increasingly rely on technology to bridge communication gaps, the challenge remains: how do we ensure that “efficiency” does not come at the cost of “access”? This session examines the evolution of interpreter triage scales and the critical variables that must be considered when determining the appropriate modality for language services. We will move beyond a purely logistical view of interpreting to explore the nuanced needs of various patient populations, including those where technology-first solutions like Video Remote Interpreting (VRI) may not meet the needs of patients and/or companions. Participants will gain insights into how to build triage frameworks that account for complex dynamics and prevent systemic assumptions from creating barriers to care. By shifting the conversation from simple staffing logistics to a human rights and health equity framework, this session provides a roadmap for delivering high-quality, inclusive care in a tech-driven landscape.

Upon completion of this session, participants will be able to:

• Recognize when “tech-ready” solutions fail to meet “patient-ready” developmental or linguistic needs.
• Evaluate how assumptions regarding a patient’s support system or family dynamics can inadvertently lead to the exclusion of necessary communication services.
• Analyze complex communication scenarios involving multiple parties (patients, caregivers, and providers) to determine the most effective staffing and modality configurations.
• Define the key components of an acuity-based triage scale that balances organizational resources with clinical safety and patient rights.