Effective communication is the backbone of exceptional healthcare. Yet, for organizations serving linguistically diverse communities, language barriers can hinder patient care, erode trust, and complicate workflows. Onvida Health, a short-term acute care hospital in Yuma, Arizona, faced these challenges head-on. Our partnership is a testament to the power of reliable solutions to advance inclusivity, improve operations, and enhance the overall patient experience.

A Challenge That Couldn't Be Ignored

Onvida Health serves a culturally diverse community, with many patients speaking languages other than English. Formerly known as Yuma Regional Medical Center, Onvida Health has a dedicated team of 2,400 employees and more than 400 medical professionals. Their existing language access tools and processes were not fully meeting the patients’ needs . Complex technology systems required extensive instructions to operate, leading to delays in care and growing frustrations among staff and patients.

“It gave the impression that we weren’t well prepared to meet our patients’ needs,” shared Tina Rube, Director of Experience at Onvida Health. “We were detracting the trust of our patients.”

A Partnership Transformed Care

Enter Strategic Partnership Solutions (SPS), a hands-on consultative approach from   AMN Healthcare Language Services. The SPS team identified inefficiencies in Onvida Health's existing processes and introduced a comprehensive language access solution.

The transformation started with simplifying Onvida’s communication workflow, supported by user-friendly technology like Video Remote Interpreting (VRI) and Over-the-Phone Interpreting (OPI).

“The solutions AMN has created for us, the assistance they have given us in walking us through this change, is something I’ve never experienced from a vendor,” Tina said. “They came to our organization and spent a great deal of time looking into all our processes and finding pockets of opportunity.”

Strategically placed interpreting devices with one-touch access to interpreters became the new standard. Staff now seamlessly connect patients with language services in seconds, eliminating delays and providing patients with the clarity and confidence they deserve. Gone were the days of quickly rifling  through laminated instruction booklets—the new devices prioritized intuitive usability. Tina credited the thoughtful planning, saying, “The level of equipment that was provided was so strategic and so thoughtful. There was no more time spent trying to locate a device.”

AMN Language Services worked side-by-side with Onvida, supporting staff at every turn. This partnership approach empowered them to implement sustainable changes from the ground up.

Turning Barriers into Breakthroughs

The results have been remarkable. Some of the most impactful outcomes Onvida Health achieved with AMN Language Services include:

• Restored Patient Trust: Patients began to feel more understood, respected, and safe during care encounters. This led to stronger relationships between patients and healthcare providers, as well as increased participation in treatment decisions.
• Enhanced Speed of Care: The average time to connect with an interpreter decreased dramatically, improving appointment flow and reducing delays.
• Improved Staff Confidence: With the new system, staff felt equipped to communicate effectively. Many described the solutions as “game-changers,” reflecting a surge in satisfaction and morale.
• Exceptional Ratings: Patients gave AMN Language Services' interpreters an average rating of 4.9/5, and the technology received similar high praise for ease of use and video quality.
• Community Impact: By addressing language barriers head-on, Onvida reaffirmed its commitment to serving a diverse population with excellence. The transformation strengthened community trust in their local healthcare system.

Improve Your Healthcare Communication with Proven Solutions

AMN Language Services goes beyond providing language access tools, offering solutions to build trust, improve patient outcomes, and empower your staff to succeed. “Working with AMN has absolutely transformed how we communicate with our patients,” Tina said. “If you’re not using AMN Language Services, please consider it. This has altered how we practice medicine.”

Take the next step today. Request a demo of AMN Language Services  and learn how SPS can turn communication challenges into meaningful connections.

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