Virtual and in-person interpretation: a qualitative study from the perspective of professional medical interpreters

Purpose: Professional medical interpreters aim to provide high-quality interpretation for non-English language preference (NELP) patients; however, the impact of various interpreter modalities (virtual versus in-person) is unclear. This project explored the impact of interpreter modality on the in-person care experience through focus groups with medical interpreters to identify strengths, limitations, and clinical situations where in-person or virtual interpretation modalities are most beneficial. Methods: We conducted a qualitative study using focus groups with professional medical interpreters. Sessions were recorded, transcribed, and anonymized. Transcripts were then coded and analyzed using thematic analysis. Results: We conducted five focus groups with 24 professional medical interpreters and identified four themes: relationship development; understanding and accuracy; accessibility, flexibility, and flow; and care quality. Interpreters found many functions are best served through in-person interpreters. However, there are certain circumstances in which virtual interpreters can be effectively utilized to increase access and allow flexibility. Conclusions: Interpreters primarily promote in-person interpreters for increased understanding, equity, and human connection to best serve patients. They provided salient examples and a deep understanding to inform the utility of different modalities in various clinical situations. There are opportunities for health systems, clinicians, and families to improve access to interpretation and ensure interpreters can use their full skill set to improve patient care and equity.