Transforming Language Operations:
Austin Health's Success with
IMS Interpreter Management System
Austin Health is a leading healthcare provider, dedicated to delivering exceptional patient care and fostering a diverse and inclusive environment. Committed to leveraging advanced technology, Austin Health offers a comprehensive suite of services, including emergency care, clinic appointments, telehealth, and vital support programs such as interpreter services, all designed to meet the diverse needs of its community.
Challenges
Prior to implementing IMS, Austin Health faced significant challenges in managing its interpretation services. They relied on an outdated database that permitted only single job allocations, leading to inefficiencies. Departments lacked direct access to the interpreter schedule, necessitating daily email distributions. Reporting was a slow, manual, and error-prone process. The primary needs that led them to seek an interpreter management system included the need for a more efficient way to manage high volumes of interpreter bookings, improved visibility of service usage, reduced reliance on manual processes, and access to real-time data for operational planning and reporting.
“We previously used an old database that only allowed one job to be allocated at a time. Departments didn’t have access, so we had to email out the interpreter schedule every morning. Reporting was slow, manual, and prone to errors.”
Solution and Implementation
Austin Health adopted the IMS Interpreter Management System to address these challenges. Key features that were most important to them included scheduling and reporting functionalities.
Results and Benefits
Austin Health has significantly improved interpreter services since implementing IMS, with fewer booking errors, better interpreter utilisation, and reduced admin time. The system has sped up reporting, improved scheduling accuracy, and enabled real-time resource management. It also enhanced communication with interpreters and reduced conflicts. A key benefit was identifying underused interpreters through data, allowing smarter scheduling and reducing reliance on expensive agencies—leading to greater efficiency and cost savings.
“IMS provides a centralised platform where interpreter schedules are clearly visible, improving coordination and communication between our team and interpreters. This has helped reduce scheduling conflicts and ensured smoother service delivery.”
Exceeding Expectations
The user-friendly interface and robust reporting features of IMS have exceeded Austin Health’s expectations, making it easier to manage bookings and gain valuable insights into service utilization.
“IMS has improved service quality by enabling better scheduling, ensuring interpreters with the right skills are assigned, and providing data to identify and address gaps in coverage.”
Conclusion
Austin Health’s experience with the Interpreter Management System (IMS) has been highly positive and transformative. Over the past several years, IMS has played a key role in enhancing the organisation’s language services. From the outset, the IMS team demonstrated a deep understanding of Austin Health’s operational needs, working closely to customise the platform in alignment with departmental goals and challenges.
This collaborative and responsive approach ensured a smooth implementation, and an effective solution tailored to Austin Health’s unique requirements. The continued partnership and support from IMS have been critical in transitioning from manual processes to a more efficient, data-driven model. As a result, Austin Health has been able to optimise interpreter service delivery, providing timely and high-quality language support to its diverse patient population.
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