How Video Remote Interpreting (VRI) Improves Patient Accessibility

For many people, a trip to the doctor or dentist can stir up a lot of anxiety. Whether it’s a lingering cough or an unfamiliar symptom, the uncertainty alone can make the experience emotionally overwhelming. 

Now imagine adding another layer to that stress—you can’t call to book the appointment, you don’t understand what the doctor just said, and you’re unsure what your medication is even for. These are everyday challenges that Deaf and Hard of Hearing (DHH) individuals face across the healthcare system, from pharmacies to dental clinics.

While in-person American Sign Language (ASL) interpreters have long been the standard, the demand often outweighs availability. Interpreter shortages, scheduling delays, and logistical issues can lead to significant gaps in care. Video Remote Interpreting (VRI) offers a solution, providing real-time, on-demand ASL interpretation without the need for an interpreter to be physically present.

This helps healthcare providers deliver more accessible, compliant, and patient-centered care. It’s a practical, cost-effective way to ensure DHH patients receive the equitable, high-quality care they deserve.

The Role of VRI in Healthcare Accessibility

VRI is a secure video communication service that connects healthcare professionals with certified ASL interpreters in real-time. Unlike traditional in-person interpreting, which can be limited by availability, geography, or scheduling delays, VRI is available 24/7 and can be accessed instantly with just a few clicks—making it an invaluable tool in urgent or unplanned medical situations.

Using a tablet, smartphone, laptop, or desktop with internet access, a healthcare provider initiates a secure video session with a live ASL interpreter. The patient and provider can then engage in a fluid, three-way conversation. The interpreter listens to the provider, signs the information to the patient, and then voices the patient’s responses back to the provider—ensuring clear and complete communication throughout the appointment.

This setup is particularly impactful in environments where quick decisions are critical. If a DHH patient arrives at the dental clinic with a severe toothache, for example, and needs instant support, they no longer have to wait for an on-site interpreter to become available. VRI allows them to be seen and heard right away, improving not only the efficiency of care but also the patient’s overall comfort and trust in the medical system.

Ultimately, VRI breaks down one of the most persistent barriers in healthcare: communication. It empowers DHH individuals to be active participants in their own health journey and equips providers with the tools they need to offer inclusive, equitable care.

The Impact of VRI on Patient Outcomes and Safety

1. Helping Patients Understand and Stay Safe

Clear communication isn’t just helpful in healthcare—it’s absolutely critical. When messages get lost in translation, things can go wrong. A 2003 study published in Pediatrics found that medical interpretation errors, especially when done by untrained interpreters, can have serious clinical consequences. More recent reviews show that language barriers increase the chances of medical errors and lower the overall quality of care.

Think about what happens when someone doesn’t fully understand their diagnosis or treatment:

• They might take the wrong dosage.
• They could misunderstand their condition.
• They may not stick to their treatment plan.

With VRI, DHH patients can access professional ASL interpreters in real-time, making all the difference. It helps ensure they fully understand what’s going on with their health and can ask questions, voice concerns, and make informed decisions.

2. Reducing Anxiety and Building Patient Trust

Healthcare appointments can be inherently stressful. For DHH patients, the inability to communicate effectively adds another layer of anxiety and potential frustration. According to The Joint Commission, patients who communicate in their preferred language report lower stress levels and a stronger connection with their healthcare providers.

Patients who feel understood are more likely to develop trust and confidence in their care. This trust not only improves the immediate experience but also strengthens long-term relationships between patients and providers.

3. Meeting Legal Requirements Without the Headaches

Providing accessible communication is not just a best practice in healthcare—it is a legal obligation. U.S. healthcare providers are required to ensure that DHH patients can both understand and be understood. This includes offering appropriate language access services, such as ASL interpretation. Failure to meet these requirements can result in legal consequences, including fines, lawsuits, and reputational damage.

Some of the key regulations include:

• The Americans with Disabilities Act (ADA) which requires effective communication for DHH patients.
• Section 1557 of the Affordable Care Act which ensures meaningful access to healthcare services.
• HIPAA mandates secure communication to protect patient privacy.

VRI supports compliance with these regulations by offering a secure, efficient, and easily accessible solution. It removes logistical barriers, simplifies coordination, and guarantees that language access is available when and where it’s needed.

How DTS Language Services is Breaking Down Language Barriers

DTS Language Services provides 24/7, on-demand interpretation in over 200 languages, including ASL, through our VRI platform. Accessible via any smartphone, patients can be invited to join a VRI session directly from their device so that patients receive timely, accurate, and compassionate communication—anytime, anywhere.

Backed by a network of more than 4,000 professional linguists, DTS brings deep expertise across highly regulated industries such as healthcare, pharmaceuticals, and finance. This means patients and providers alike benefit from interpretation that’s not only linguistically accurate but also appropriate for the situation and sensitive to cultural context. Whether it’s explaining how to take a prescription, confirming insurance details, or walking through a treatment plan, DTS interpreters offer clarity and confidence in every interaction, treating providers with the respect and value they deserve.

For healthcare providers—from pharmacies and clinics to hospitals and dental practices—this level of language access improves both the quality of care and day-to-day efficiency. Staff can focus on delivering excellent care, knowing that communication is being managed with professionalism and precision. By removing language barriers at every step, DTS Language Services supports inclusive, patient-centered care and helps providers meet the needs of diverse communities with confidence.