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The Challenge
When a large hospital system needed a language support solution to translate complex medical information into multiple languages, they turned to Prisma's LexAI solution.
The Analysis
Pediatric medical centers require technically accurate and culturally sensitive communication to help their patients and families understand and navigate the complex world of medical information, including forms, policies, treatments, and patient rights and responsibilities.
Traditional "linear" translation is insufficient; a robust, culturally sensitive language operations system is needed.
By implementing a customized LexAI solution, the Prisma team was able to bring together the speed and consistency of an AI-based approach, with the human expertise necessary to ensure the highest degree of accuracy, cultural sensitivity and ethical responsibility.
The goal was to create a streamlined system that would enable hospital personnel to submit content for translation quickly and easily, and receive back finished translations that were fully formatted, accurate, culturally appropriate, and accessible, all within a set of conditions and rates that conformed to all conractual requirements.
The Implementation
Prisma Technical Solutions Architects implemented a language operations solution that included tools and processes that balanced technical accuracy with readability, and speed with quality. Key components included:
• Automated Content Processing: Streamlined workflows automated the ingesting and processing of complex medical information in a wide variety of formats, including provisions for HIPAA-governed content and Personal Health Information (PHI);
• Human Oversight: Professional (human) medical linguists oversaw the entire process, especially at critical stages, to ensure accuracy, cultural sensitivity and readability;
• Community Feedback: LexAI's Language Ops workflow included a review cycle that brought community reviewers into the loop, allowing them to provide valuable input in order to improve usability and ensure cultural appropriateness.
The Result
Prisma's language ops solution transformed the pediatric hospital's patient communication from a slow, reactive process to a streamlined, responsive tool, with several "healthy" benefits including:
Improved Clarity: Enhanced understanding of medical information among patients and caregivers;
Enhanced Client Engagement: the LexAI solution fostered stronger, more collaborative patient relationships, leading to enhanced receptiveness, improved parent engaged in the care plan for their child, and, we believe, improved prospects for a healthy outcome;
Faster Turnaround: Reduced translation and project initiation times, from weeks to days or even hours;
Stronger Trust: LexAI helped harness the "power" of culturally-appropriate communication to support the care process for both children-patients and their parents.
Impact
Prisma's language operations transformed communication in a large pediatric medical center, moving from a "reactive" approach to a proactive one that leveraged the power of technology with human expertise.
If your organization faces a similar challenge of communicating complex medical information to diverse patient populations, or if you're exploring how to leverage AI and human expertise to ensure culturally sensitive and efficient language operations, feel free to schedule a complimentary discovery call with Prisma's Language Operations Solutions Team.