Poster Presentations (Group I)

The University of Michigan Health System (UMHS) Interpreter Services Program is a small program serving a vast institution. With over 36,000 yearly interpreter requests from 130 clinics in 15 different cities, the only way we can provide timely service is by scheduling most interpreter appointments in advance. This requires comprehensive data on patients’ preferred languages, and current information on their appointment schedules.

Our previous scheduling system didn’t provide this data. Providers had to make interpreter requests by telephone, fax, email or an electronic scheduling network, while our office staff entered each request into our internal database by hand. This system was prone to human error, from data entry mistakes to unreported appointment additions or cancellations. It was complicated by frequent crashes and data loss in our overburdened database. The consequences included missed appointments, complaints from providers waiting for interpreters who were never scheduled, and interpreters sent to appointments that were cancelled without our knowledge. We soon realized that to be successful, our program had to integrate its scheduling technology into the overall health system.

Throughout 2007, we worked with Ambulatory Care Administration and our Information Technology division to design an innovative online database that has revolutionized our scheduling process. It is linked to the institution-wide scheduling system that processes all UMHS outpatient appointments, and automatically uploads data for appointments involving LEP patients. This data is automatically updated if clinics change appointment dates or times. And LEP patients’ preferred languages are automatically registered, allowing us to accurately track their interpreter needs. Since this database is Internet-based, it is far more stable than our previous system and can be accessed by interpreters outside the office. It notifies interpreters automatically if an appointment is changed, and has streamlined tasks like payroll and billing. This has greatly increased the efficiency of both our interpreting and office staff. We believe similar applications could bring the same benefits to other health systems.

Our poster will teach language service programs how to implement effective scheduling solutions that are integrated with the health systems they serve. It will discuss:

· How to determine if your health system can support an integrated system

· How to choose between designing a new program and adapting an existing one

· How to develop a database that fits your health system’s needs

· How to overcome challenges in design and deployment

· Best practices in database layout and functionality

· Tips on data migration and transitioning from old to new scheduling systems

· Lessons learned in obtaining funding and organizational support

. Our goal: for learners to use this information to implement effective scheduling applications in their own health systems.