Vendors Division Semi-Finalist: GLOBO Language Solutions

An innovator in the interpretation and translation services industry since its inception in 2010, GLOBO, in Philadelphia, Pa., facilitates better connections between linguistically diverse patients and their healthcare providers, payers, and the community at large. GLOBO’s mission is to provide access for everyone, regardless of what language they speak, unifying language support across every touchpoint in the healthcare ecosystem. GLOBO helps organizations shift to value-based care models with interpreting and translation in 430-plus languages. GLOBO maintains a highly qualified interpreter network and continuously recruits linguists to fill any language requirement. Language solutions include interpretation, translation of materials, localization of materials, fluency testing, and communication pathways.

Read their story of innovation below:

An innovator in the interpretation and translation services industry since its inception in 2010, GLOBO, in Philadelphia, Pa., facilitates better connections between linguistically diverse patients and their healthcare providers, payers, and the community at large. GLOBO’s mission is to provide access for everyone, regardless of what language they speak, unifying language support across every touchpoint in the healthcare ecosystem. The first touchpoint starts with proactive outreach to population groups to promote preventive care, such as vaccines and screenings, which support health equity goals. This approach continues throughout the patient’s health journey, decreasing disparities, creating informed medical conversations, and enhancing experiences that reduce avoidable costs while improving outcomes and patient/provider satisfaction.

The WHO involved in innovation: Leading GLOBO is CEO Dipak Patel, a seasoned healthcare leader and catalyst driving advances in the language solutions industry. A child of immigrants, he understands the significance of eliminating language barriers to improve healthcare equity. Patel characterizes GLOBO as a “communications company versus just another language vendor.” He notes that while providers know they must communicate with patients in the language of their choice, they don’t necessarily understand the tangible impact this has on improving outcomes. Patel’s vision is to support all providers meeting federal mandates to provide language access wherever and whenever patients need it. Providing this level of access is GLOBO’s "superpower," he explains, which holds untapped value to improve conversations and support better outcomes.

The Challenge: Providers face mounting challenges where language barriers and cultural differences can adversely impact care quality. Research indicates that the need for a unified language approach could not be higher, as the U.S. is expected to be a “majority-minority” nation by 2045. Today, 1 out of 5 people speak a language other than English at home, and the U.S. foreign-born population is expected to reach 18% by 2065. Alarmingly, racial and ethnic minorities have higher morbidity and mortality rates from chronic diseases, with approximately 30% of Limited-English Proficient (LEP) patients currently not receiving professional interpretation assistance, resulting in systematic overutilization of healthcare resources (e.g., 30% more ED visits, 24% more likely to have an unplanned ED re-visit within 72 hours of care, and 40% higher rates of hospitalization). About 15% of LEP patients lack a primary care provider (versus 7% of English speakers), and their use of telehealth is estimated at just 4.8% versus 12.3%. As hospitals embrace value-based care models, integrating translation and interpretation is key to qualifying for incentives to improve outcomes, reduce readmission rates, and provide relief to overburdened staff.

Published research points to a correlation between providing effective language services and positive outcomes. For example, LEP patients who do not receive access to interpreters spend about half to almost a full day longer than necessary in the hospital than patients who utilize an interpreter or are native English speakers. These same patients are more likely to be readmitted to the ER once they leave and are less likely to see a primary care physician. Providing language access at all touchpoints helps promote patient trust and intervention, closes equity gaps in care, and expands access to vital healthcare services. Patients who have positive experiences are also more likely to comply with prescribed treatments and follow-up appointments.

The Innovation: GLOBO helps organizations shift to value-based care models with interpreting and translation in 430-plus languages. GLOBO maintains a highly qualified interpreter network and continuously recruits linguists to fill any language requirement. Language solutions include interpretation, translation of materials, localization of materials, fluency testing, and communication pathways.

For 2024, GLOBO is investing in artificial intelligence (AI) and machine learning (ML) research and development to create digital strategies that will improve language access support for every patient touchpoint. The goal is to help eliminate disparities, mitigate errors, and expedite workflow. Data insights from an extensive database are offered through the GLOBO cloud-based platform, giving organizations a greater understanding of their linguistically diverse patient base. The company manages 2+ million minutes of weekly conversations ─ proprietary information that providers can learn and benefit from.

GLOBO is examining the effectiveness of appointment scheduling, which can be better understood and measured by outcomes data that tracks no-shows or missed appointments. When LEP or Deaf and hard of hearing patients attempt to schedule their appointments without access to an interpreter, it can be a nonstarter. To support patient scheduling and recoup lost revenue for providers, one of GLOBO’s key differentiators is translating vital documents, such as intake and outreach material and patient forms, into another language. The company then adapts and delivers the materials aligned to the specific target patient population and culture.