“Heartland is a pleasure to work with. They respond quickly and provide interpreters to service our patients. Their communication is appreciated and is always very helpful.”
- What we were responsible for
- Since August 2023, Heartland has provided on-site interpreting for appointments, post-operative visits, physical therapy, and registration. The assignment covers 30+ languages, including Spanish, Burmese, and Arabic, across three clinics in Evansville, Newburgh, and Henderson.
- Outcome
- Patients are more comfortable and better informed, which supports follow-through and trust. On-site interpreters reduced wait times and disruptions to the provider schedule. Front-desk and nursing teams no longer handle multilingual visits alone. The same model now runs at all three locations.
The challenge
Before partnering with Heartland in August 2023, Orthopaedic Associates relied solely on remote interpreting providers — plagued by poor audio quality, long connect times, and inconsistent access to rarer languages. With three busy clinic locations across southwest Indiana and western Kentucky, OA needed a better solution for a growing, linguistically diverse patient population.
Our approach
- On-site interpretation for appointments, post-operative visits, physical therapy, and registration
- Coverage for 30+ languages, including Spanish, Burmese, Arabic, and less common languages emerging in the region
- Rapid scheduling and proactive communication with OA's front office and clinical teams
Outcomes
- 30+ languages covered across three clinics since August 2023
- Patients are more comfortable and informed, improving compliance and trust
- On-site interpreters reduced wait times and disruptions to the provider schedule
- Front-desk and nursing teams no longer struggle to facilitate multilingual care alone
- The model now runs across multiple locations with room to grow as language demands evolve