In Red Deer, Alberta, a mother cradles her newborn and reaches for the phone. Her baby is sick, but she hesitates. Her English is limited, and the last time she called a health clinic, she couldn’t understand the menu or explain what she needed. She hung up without leaving a message.
She is not alone.
Red Deer is home to a growing immigrant population. In this vibrant city, 15 percent of residents speak a mother tongue other than English or French. Languages like Tagalog, Spanish, Ukrainian, Arabic, and Tigrinya are common. Yet a simple phone call to Alberta Health Services (AHS), could be an overwhelming task for many.
Despite digital portals and walk-in options, the telephone remains the front door to care for many Albertans. And for limited English patients, that door was sometimes locked by language.
Challenge: The Hidden Barrier Behind a Simple Phone Call
Before the new initiative, when a limited English speaker called a clinic, operators had to guess the caller’s language. Once they did, they had to dial out to a language service provider, navigate multiple prompts in an interactive voice response (IVR) system, and then wait for an interpreter to join the call.
This cumbersome process delayed communication, created frustration for both patients and staff, and often led callers to give up. In some cases, limited English speakers avoided calling altogether, relying instead on family members to interpret or simply going without care.
“When we reviewed our programs and services, we identified some individuals called in to our switchboard but didn’t choose an option or leave a message because they didn’t have a level of comfort with English,” said Kandice Wilson, Public Health Director for Alberta Health’s Central Zone. “We [wanted] to find a way to decrease those barriers between critical health services and our clients whose first language is not English. The ultimate aim is better health outcomes.”
Solution: A Multilingual Menu Powered by LanguageLine
To address this challenge, AHS partnered with LanguageLine, a long-time provider of medical interpretation services for the organization, to reimagine the first point of contact.
Together, we introduced a multilingual inbound phone system as part of a pilot program at Johnstone Crossing Community Health Centre in Red Deer, where more than 15 percent of residents speak a language other than English.
Now, when patients call the clinic, they are greeted with a menu offering seven languages: Arabic, Ukrainian, Tigrinya, Tagalog, Spanish, French, and English.
Once a language is selected, the call is immediately routed to a professional medical interpreter who stays on the line to assist throughout the interaction.
“Though AHS has used interpreters for many years, this service is a first for the organization and fills a specific need to help clients navigate in a way that’s most helpful for them,” said Kayathiri Ganeshamoorthy, Provincial Program Lead for AHS Interpretation and Translation Services. “In addition to our country’s official languages, we are offering interpretation services in the languages most spoken in the region. We hope this increases access to critical services and makes health and wellness more equitable for all families.”
Enhancements included:
- Speed dials for the most common languages in the region
- Access to over 240 additional languages
- Seamless call transfers while keeping the interpreter on the line
- Fewer dropped calls and faster service
This streamlined experience has increased confidence among LEP patients and improved efficiency for staff, making every call smoother and more productive.
A Broader Mission to Improve Access
This local innovation supports Alberta Health Services’ larger mission.
AHS serves more than 4.6 million residents across the province through a vast network of hospitals, clinics, community health sites, and continuing care centers. With over 113,000 employees and thousands of physicians and volunteers, AHS is committed to delivering high-quality, patient-centered care. Current priorities include reducing emergency room wait times, improving EMS response, expanding surgical access, and improving patient flow.
The multilingual phone system aligns with these goals by ensuring that more Albertans can access care quickly and confidently, starting with a simple phone call.
Let’s Talk Solutions
LanguageLine is proud to partner with organizations across Canada to make communication more accessible, inclusive, and equitable. From health authorities like Alberta Health Services to government agencies, legal institutions, and private sector organizations, we provide professional interpretation and translation services that empower people to be heard and understood—in their language of choice.
If your organization is looking to reach more people, provide equitable access, and build trust across language and cultural lines, LanguageLine is here to help.
