Summary
Q: Why are language barriers especially critical in rural healthcare?
A: Miscommunication can delay diagnoses, increase risk, and prevent patients from understanding or following their treatment plans.
Q: What solution helps overcome these barriers?
A: A blended model of on-site interpreters and on-demand access through the LanguageLine app.
Q: What’s the impact of real-time interpretation?
A: It builds trust, improves safety, and allows patients to openly share symptoms and history.
The Hidden Power of Language Access in Rural Healthcare
Geisinger Health System's reach extends across 45 counties in central and northeastern Pennsylvania, serving more than 3 million patients. Many live in the system's 32 rural counties, areas the federal government has designated as Medically Underserved.
In these communities, where healthcare options are already limited, language barriers can become one more obstacle to care.
Geisinger's response has been to treat language access not as an accommodation, but as a core component of medical care itself. The health system has built a comprehensive program designed to ensure that every patient—regardless of language or location—can communicate with their providers, understand their treatment, and advocate for themselves.
Challenge: Serving a Rural, Diverse, and Medically Underserved Population
Founded in 1915 and headquartered in Danville, Pennsylvania, Geisinger Health System operates 10 hospitals, a medical school, and an air ambulance service. Their vast service area covers communities where broadband access is limited, transportation can be difficult, and clinical resources are often stretched.
Patients with limited English proficiency may struggle to understand discharge instructions, ask important questions, or describe their symptoms clearly. Miscommunication can lead to delayed diagnoses, preventable readmissions, and increased patient risk.
Geisinger understood that interpreter services needed to be immediately accessible at every location and fully integrated into day-to-day clinical processes.
Solution: A Collaborative Model Blending On-Site and On-Demand Interpretation
Geisinger developed a flexible and scalable interpreter services model that blends on-site staff interpreters with on-demand interpretation from LanguageLine. Language services are available at every care point, from registration to discharge.
"Interpretation services are important because you want to make sure that your patient is safe, and safety begins with proper communication," said MJ Monterrosa-Martinez, a staff linguist with Geisinger.
The LanguageLine app is available on devices throughout the health system, including iPads, iPhones, and rolling Interpreter on Wheels carts.
"If we didn't have LanguageLine … {the patient} wouldn't be able to explain things to us that we need to know," Echocardiography Technician Gabriella Cassaro said. "And we wouldn't be able to explain to them how the test is performed {and} why they're getting it."
LanguageLine Certified interpreters are available around the clock in more than 240 languages, including American Sign Language. The LanguageLine app has both video and audio-only formats.
"When patients are able to see someone that speaks their own language, they feel more comfortable," Monterrosa-Martinez said. "You can see it on their faces. They are willing to ask more questions."
Outcome: Communication That Builds Safety, Trust, and Better Care
Geisinger reports that the impact has been profound, with interpretation services preventing unnecessary readmissions and ER visits. Patients are more likely to adhere to their treatment plans, leading to better health outcomes.
"With these services, we're able to explain things more in detail," said Dr. Lisa Holtz, a pediatric physician. "We're able to get more history and show them compassion that we might not necessarily be able to provide with non-verbal cues."
Monterrosa-Martinez has seen this firsthand. In one instance, while interpreting for a female patient in her forties, a nurse asked the patient a standard question: "Have you ever experienced abuse of any kind?"
After Monterrosa-Martinez interpreted the question, the patient looked back and forth between her and the nurse, then asked if her response would remain confidential. When Monterrosa-Martinez assured her it would, the patient teared up, grabbed her hand tightly, and said she was abused as a child. She had never told anyone.
"Communication with non-English-speaking patients has been a challenge throughout my career," said Ryan Delinsky, a hospital case manager. "Interpretive services make a huge difference. They help to get past barriers that were very troublesome before."
Proud to Serve
Geisinger continues to invest in both on-site interpreters and LanguageLine availability. Their effort is rooted in something deeper than compliance. It reflects a culture of inclusion and care.
LanguageLine is proud to work alongside organizations like Geisinger that are committed to making healthcare safer, more compassionate, and more accessible.
Please contact us today to schedule a free consultation.
