With a significant portion of their manual workforce being international workers with limited English, communication issues arose when it came to medical consultations:

• Many employees spoke limited English, which created challenges in understanding and conveying medical information correctly.
• When there are misunderstandings between medical professionals and employees, the quality of medical care can be compromised.
• If the quality of medical care is compromised, legal consequences can ensue.

Before contracting Absolute Translations, Teys was sourcing medical interpreters internally. This presented quite a few challenges:

• Finding and vetting qualified interpreters was resource-intensive and diverted the attention from other important tasks.
• Coordinating the claimants, medical doctors and interpreters’ schedules and managing the bookings added to the claims managers’ administrative workload.
• This also resulted in higher costs due to the lack of streamlined processes and automation.
• When an urgent situation arose, sourcing a qualified interpreter was proving difficult, stressful and time-consuming.
• There was no streamlined process to track interpreters’ performances, hours worked and the service quality.

Overall, there was limited quality and efficiency sourcing interpreters manually and the costs in doing so far outweighed the costs in working with quality provider of interpreting services, so Teys contracted Absolute Translations to provide quality medical interpreting as well as provide the platform to schedule and book interpreters.

Teys Group Australia’s collaboration with Absolute Translations and the implementation of the LINK platform have significantly improved communication and medical care for their international workers. This partnership highlights Teys’ dedication to employee safety and well-being, setting a benchmark for other companies in the industry.

The collaboration resulted in significantly improved communication between doctors and Teys’ claimants, ensuring that medical information was accurately conveyed and understood.

Clear and precise communication enabled by Absolute Translations’ qualified NAATI certified medical interpreters enhanced the overall safety and well-being of employees, leading to better medical outcomes and faster recovery times.

The seamless scheduling of interpreting sessions reduced delays in sourcing interpreters, improved the efficiency for Teys’ claims managing team, resulted in better medical consultations overall while also streamlining the process and ensuring timely medical care for their workers.

By addressing the language barriers and providing necessary support, Teys fostered a more inclusive and supportive work environment, showing their commitment to their diverse workforce, and it helped Teys comply with legal and regulatory requirements, enhancing their reputation as a responsible employer.

Contracting Absolute Translations for qualified NAATI certified interpreting services and implementing the use of LINK, Teys not only significantly improved communications and medical care for their international workers, they also increased efficiency and reduced overall costs.

Absolute Translations’ medical interpreting team contributed the following:

• Medical terminology is complex and needs to be precise. Our qualified interpreters ensured that both the patient’s symptoms and the doctor’s instructions were communicated accurately. This reduced the risk of misunderstandings that could affect diagnosis and treatment.
• Miscommunication in medical settings can lead to serious consequences, including incorrect treatments, medication errors, and missed follow-ups. Our qualified interpreters helped to safeguard patient safety by ensuring clear and accurate communication.
• Our professional interpreters are trained to maintain patient confidentiality and adhere to ethical standards such as the AUSIT Code of Ethics, which is essential in building trust between patients and healthcare providers.
• Understanding cultural nuances can greatly impact patient care. Absolute Translations’ interpreters are trained for cultural competence, helping to bridge cultural gaps so the medical practitioner can provide a more holistic care.
• Medical situations can be stressful and intimidating, especially for non-English-speaking patients. Our skilled interpreters provided emotional support by facilitating better communication and understanding, making patients feel more at ease.
• Many countries have legal requirements for providing interpreting services in healthcare settings. Using qualified interpreters helped Teys comply with these regulations and avoid legal issues.

Absolute Translations’ LINK interpreting system contributed the following:

• The system automated scheduling and management of interpreting services, saving time and reducing administrative workload. This allowed Teys to focus on their core activities.
• Absolute Translations’ Interpreter Hub provided access to a pool of 13,000 qualified interpreters in over 300 languages, ensuring that language support was available whenever needed.
• The platform offered on-demand interpreting services, including over-the-phone and video remote interpreting, which could be quickly accessed to meet immediate needs.
• By leveraging both onsite medical interpreters and the Interpreter Hub for additional support, Teys was able to optimise their resources and reduce administration and interpreting costs.
• Providing language support enhanced employee satisfaction by ensuring that all employees, regardless of their language, received the same level of service and attention.
• The platform is easily scaleable to accommodate growing needs, whether it’s for a small team or a large organisation, making it a versatile solution for businesses of all sizes.
• LINK’s intelligent routing technology ensured quick response times and efficient use of interpreter resources, improving overall service delivery.

By integrating the LINK interpreting system, Teys significantly improved their communication processes, enhanced employee satisfaction, and ensured compliance with language support regulations, all while optimising their resources and reducing administration and interpreting costs.