The Prince Charles Hospital (TPCH) has become the first hospital in Queensland to roll out a groundbreaking translation trial, introducing a 24/7 on-demand video and phone interpreting service in its adult Emergency Department (ED). The initiative aims to break down communication barriers and deliver faster, safer care for patients from diverse cultural backgrounds.

Accessed via a simple iPad app, the service connects staff to certified interpreters around the clock — providing almost instant language support at the bedside or triage desk.

Cutting Wait Times from Hours to Seconds

Metro North Health Senior Multicultural Officer Madi Hope said the new system was designed to address one of the emergency department’s most pressing challenges — delays in accessing interpreters during critical situations.

A similar program trialed interstate recorded an average connection time of 36 seconds across all languages, with the most commonly used languages achieving connections in as little as 20 seconds. These languages include Arabic, Mandarin, Cantonese, AUSLAN, Korean, and Spanish.

“Providing in-language care and information from the moment patients enter the ED is essential,” Ms. Hope said. “It reduces confusion, enhances safety, and ensures patients can understand and participate in their own care.”

Meeting Queensland’s Multicultural Needs

With more than 200 languages spoken across Queensland and one in five Metro North residents speaking a language other than English, the demand for rapid, reliable interpreting services is high. Emergency care environments — operating around the clock — have traditionally faced challenges in securing in-person interpreters due to logistical, spatial, and infection-control constraints.

The new trial directly tackles these challenges, giving clinicians the ability to connect instantly with professional interpreters “at the touch of a button.”

Quality and Reliability at the Core

The system, provided by a Queensland-based company, ensures that all interpreters are NAATI-certified to maintain high professional standards. If a video interpreter is not available within 20 seconds, the system automatically offers to switch the session to an audio call, expanding access and ensuring seamless connection.

Ms. Hope said the initiative is expected to make a significant impact: “We are confident this trial will reduce communication errors and improve patient outcomes at The Prince Charles Hospital.”

If successful, the trial could serve as a model for hospitals across Queensland, improving access and equity in care for culturally and linguistically diverse communities.