Customer Story
St. Mary’s Achieves 100% Patient Satisfaction with Martti
Danny Veniot, Innovation Lead at St. Mary’s Hospital says Martti “was one of the easiest product trials [he has] ever implemented.”
Danny Veniot, Innovation Lead at St. Mary’s Hospital says Martti (formerly Voyce) “was one of the easiest product trials [he has] ever implemented.” Martti and St Mary’s partnered to bring on-demand video and audio interpretation in 240+ languages to the hospital through the CAN Health Network. The results speak for themselves.
An invaluable addition of video sign language interpretation, which was found to be particularly beneficial in emergency departments.
A shift from traditional interpretation to Martti produced material cost reductions, but also paved the way for more than 50% expansion in interpretation services without increasing the overall spend on interpretation services.
Comprehensive reporting via Martti's online Management Dashboard facilitated insights into exact usage metrics.
Learn more about St. Mary’s story and the impact that Martti has facilitated, including supporting St. Mary’s with a lasting ability to champion equity in healthcare.
Clear and effective communication is one of the most challenging barriers to delivering quality, patient-centered healthcare. St. Mary’s General Hospital – situated in the diverse heart of Canada’s tech capital Waterloo Region – grappled with this very challenge, as 1 in 5 healthcare encounters involved patients who didn't use English as their primary language.
St. Mary’s previous over-the-phone interpretation service was constrained by language availability, speed, convenience, and cost. With only 15 languages available at a given time and lengthy connection times, the need for a more comprehensive and efficient solution was evident across all areas of care.
Recognizing these hurdles, St. Mary’s General Hospital chose Martti. Developed with a comprehensive understanding of language concordance in healthcare, Martti was ready to support St. Mary’s with:
St. Mary’s was enthusiastic about utilizing Martti to benefit healthcare providers and patients across their organization… “[Martti] was so easy to use that many staff admitted to figuring it out on their own and did not read the provided educational materials.” reports Veniot, “instead of encouraging staff to use [Martti], I spent much of my time managing expectations for why we were only trialing in [four areas] and answering questions on when we would be purchasing [Martti] for long-term use"
Measurable and material decrease in associated costs.
Consequential and pronounced reduction in interpreter connection times.
Enhanced patient confidence and understanding.
Expanded accessibility and availability of interpretation services for all stakeholders involved.
While it is important to recognize that Martti and St. Mary’s exceeded their set targets, the real impact lies in sustained improvement in patient and provider outcomes. A staff member at St. Mary’s shares, “I really loved that [Martti] not only had traditional translation services but also sign language service which was very helpful while triaging patients. It also made patients happy to see we had it available, so they felt empowered to communicate with us."
Martti's partnership with St. Mary’s General Hospital stands as a testament to its commitment towards harnessing technology and respect for patients to bridge language gaps in healthcare.
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On-Demand Medical Interpretation
