The challenge
Health care depends on precise communication between clinicians and patients. Care plans, consent, medication schedules, and safety guidance all reach patients directly — many of whom spoke a language other than English. When that communication was unclear, adherence dropped and avoidable problems followed.
A national provider also operates across state lines, payer rules, and a broad mix of languages, so the language solution had to be consistent everywhere and fit how care teams scheduled and documented visits.
The solution
DCLS provided on-demand and scheduled interpretation for patient visits, with interpreters trained in medical terminology supporting encounters by phone and video. Coverage spanned more than 250 languages and dialects, available on short notice. Clinical documents — care plans, discharge instructions, and consent forms — were translated too, so patients had a reference in their own language, not just a live conversation to remember.
The whole service was designed around the provider's operations: workflows that fit how care teams scheduled and documented visits, a single accountable point of contact, and consistent quality and coverage across every state and payer, with the capacity to grow as the provider's caseload grew.
The results
- Clear clinician–patient communication supported for more than 30,000 patients nationwide.
- On-demand and scheduled interpretation available on short notice, in 250+ languages and dialects.
- Care plans, consent forms, and discharge instructions translated so patients could follow the plan, ask questions, and raise concerns early.
- One accountable service that scaled with the provider's caseload, across state lines and payer requirements.
