Database of Health Workforce Innovations
651
Language Line Interpretation Services for Community Physicians during COVID-19
New methods of care need to be implemented during the pandemic to reduce exposure of patients and providers and maintain continuity of care even if services can't be offered in person for everyone.
Community specialist physicians and community primary care physicians can sign up to access language interpretation services over the phone through a service called Language Line. Some primary care clinics are already using this service.
Language Line is a professional medical interpretation company contracted by Alberta Health Services (AHS). There is a per-minute cost for the service; however, community physicians can access the service at the low-rate negotiated by AHS. Please see the cost section below for more information.
There are a variety of ways to use Language Line virtually:
1. Dial-outs (by phone)
If your patient is at home, you can have the interpreter set up a three-way call. Simply dial into Language Line, access an interpreter for the language of your choice and let them know that you want them to place a call. The interpreter will ask for the patient’s first name, phone number and reason for the call (for example, please call Joe at 780- 123-1564 on behalf of XYZ PCN). The interpreter will put you on hold, call the patient, introduce themselves in the requested language, then patch you back in and you can have a three-way call. Please note there is a $1.14 charge for the interpreter to place this call.
2. Skype
Set up your Skype call as you would normally do. Then click on the Invite More People Button shown here. Enter the Language Line phone number and use the key pad to enter your client ID number.
3. Zoom
It is possible to connect Language Line with Zoom if you are using a professional license for Zoom and you have a hosted account. It is not possible to access Language Line if you are using a basic account.
In order to connect with Zoom, you will require a separate number. If you have a hosted professional account and would like to access this option, please contact This email address is being protected from spambots. You need JavaScript enabled to view it..
4. Other options
Language Line is working hard to provide virtual access on a number of platforms. The key point is that you need to be able to dial out from your virtual platform. If the only way to add participants on your virtual platform is by email, it is not possible to add Language Line. If you want to find out if the platform you are using is supported, please contact This email address is being protected from spambots. You need JavaScript enabled to view it..
Language Line is a professional medical interpretation company contracted by Alberta Health Services (AHS). There is a per-minute cost for the service; however, community physicians can access the service at the low-rate negotiated by AHS. Please see the cost section below for more information.
There are a variety of ways to use Language Line virtually:
1. Dial-outs (by phone)
If your patient is at home, you can have the interpreter set up a three-way call. Simply dial into Language Line, access an interpreter for the language of your choice and let them know that you want them to place a call. The interpreter will ask for the patient’s first name, phone number and reason for the call (for example, please call Joe at 780- 123-1564 on behalf of XYZ PCN). The interpreter will put you on hold, call the patient, introduce themselves in the requested language, then patch you back in and you can have a three-way call. Please note there is a $1.14 charge for the interpreter to place this call.
2. Skype
Set up your Skype call as you would normally do. Then click on the Invite More People Button shown here. Enter the Language Line phone number and use the key pad to enter your client ID number.
3. Zoom
It is possible to connect Language Line with Zoom if you are using a professional license for Zoom and you have a hosted account. It is not possible to access Language Line if you are using a basic account.
In order to connect with Zoom, you will require a separate number. If you have a hosted professional account and would like to access this option, please contact This email address is being protected from spambots. You need JavaScript enabled to view it..
4. Other options
Language Line is working hard to provide virtual access on a number of platforms. The key point is that you need to be able to dial out from your virtual platform. If the only way to add participants on your virtual platform is by email, it is not possible to add Language Line. If you want to find out if the platform you are using is supported, please contact This email address is being protected from spambots. You need JavaScript enabled to view it..
- Telehealth/virtual care
- Other
- Other
- Physicians - Primary/Family
Alberta Health Services (AHS) is Canada’s first and largest provincewide, fully-integrated health system, responsible for delivering health services to the more than 4.4 million people living in Alberta, as well as to some residents of Saskatchewan, B.C. and the Northwest Territories.
- Community Health Services
- Primary Health Care
Special low rates have been negotiated with Language Line that community specialist and primary care physicians can use
Formal Strategy
Alberta Health Services
780-342-2000
Canada - Alberta
Canada