Author: Piedmont Global Marketing

A Guide to Machine Translation Post-Editing (MTPE)

Posted on by Piedmont Global Marketing

In today’s AI landscape, Machine Translation (MT) stands out as a tool for rapid translations in numerous language pairs, thanks to sophisticated algorithms and linguistic databases.

While it improves speed and cost-effectiveness, raw machine translation still struggles to grasp the finer cultural nuances of human translations. There is still progress to be made before it reaches parity with human translators.

This is where Machine Translation Post-Editing (MTPE) comes in. MTPE combines the speed of machine translation with human expertise to refine translations. Human editors add cultural insights, adjust for context, and ensure quality, making the translations more accurate and effective.

Before delving deeper into Machine Translation Post- Editing, it’s essential to clarify some key terms.

What is Machine Translation?

According to AWS, machine translation is the automated process of translating text from one language to another using artificial intelligence, thus eliminating the need for human involvement. It leverages natural language processing and deep learning to comprehend the meaning of a given text and translate it into different languages.

There are three main types of machine translation:

Rules-Based Machine Translation: Utilizes built-in linguistic rules and bilingual dictionaries for specific industries or topics to translate content. It is the oldest form of machine translation and also the least accurate.

Statistical Machine Translation: Employs machine learning to analyze large collections of pre-existing human translations to identify statistical patterns. Subsequently, it makes informed predictions regarding the statistical likelihood of certain words or phrases being associated with others in the target language.

Neural Net Machine Translation (NMT): Leverages artificial intelligence to learn languages and continually enhance its understanding. This type of machine translation excels when provided with context, often beyond the confines of a single sentence. The output quality significantly improves because the translation is performed on entire paragraphs rather than isolated sentences. This approach enables NMT systems to address many limitations of other methods and produce higher-quality translations.

At Piedmont Global, we have the capability to train our machine translation (MT) engines with industry and client-specific glossaries to help it better understand and utilize specific words or phrases unique to that field. Furthermore, we incorporate content from the client’s translation memory (TM) before initiating machine translation for low-fuzzy matches or new translation units. A translation memory is a database that stores previously translated phrases and sentences.

When a new document is ready for translation, our Computer Assisted Translation (CAT) tool refers to the TM to find and utilize translations that bear similarity to those in the new document. This unique feature sets our service apart from publicly-available machine translation engines, thereby ensuring faster, consistent, and more accurate translations.

Limitations of Raw Machine Translation

Despite technological advancements, raw machine translation is limited in its ability to accurately grasp context, idiomatic expressions, and cultural nuances. Moreover, reliance on third-party servers for processing often raises privacy and security concerns, especially when sensitive information is involved. Machine translation performance also deteriorates for low-resource languages, where less training data is available to ensure accurate translations.

The US Department of Health and Human Services (HHS) has provided its perspective on machine translation in Section 1557 of the Affordable Care Act. It outlines when and how machine translation may be used in healthcare communications.

“While the technology behind machine translation has improved in accuracy, the possibilities of significant consequences from inaccurate translation continue to exist. All studies indicated error rates so high as to be ‘unacceptable for actual deployment in health settings.”

Department of Health & Human Services (HHS)

Healthcare providers must adhere to stringent HIPAA requirements to ensure patient privacy and regulatory compliance. These regulations include strict guidelines for the handling, disclosure, and transmission of Protected Health Information (PHI). PHI includes details about an individual’s health, healthcare provisions, and payments, all of which can be traced back to them.

Not only do third-party machine translation systems lack robust security measures to prevent data breaches and unauthorized access, but the lack of human translation also compromises the accuracy and reliability of translated content.

What is Machine Translation Post-Editing?

Machine Translation Post-Editing involves the careful review and refinement of machine-translated text to improve its accuracy and coherence. By combining the rapid processing capabilities of machine translation with the linguistic proficiency and domain knowledge of human translators, MTPE ensures higher quality translations.

How Does Machine Translation Post-Editing Work?

Once the machine translation engine generates the translated text, a human translator, also known as a post-editor, reviews and refines the output. The aim is to correct any errors, improve coherence, and elevate the overall quality of the translation.

The post-editor carefully compares the machine-generated translation with the original source text, making necessary adjustments to ensure accuracy, fluency, and adherence to specific style or terminology requirements.

Benefits of Machine Translation Post-Editing

Efficiency: MTPE combines the speed and scalability of machine translation with the accuracy and fluency provided by human post-editors. This allows for the quick processing of large volumes of content while ensuring high-quality translations.

Cost-efficiency: By leveraging machine translation for the initial translation process and human post-editing for refinement, MTPE can be more cost-effective compared to traditional human-only translation services, especially for large projects.

Quality assurance: Human post-editors review and improve machine-translated content, ensuring that translations are accurate, coherent, and culturally appropriate for the target audience.

Faster turnaround times: With MTPE, translations can be delivered more quickly compared to human-only translation services, making it ideal for projects with tight deadlines.

Get Started with Piedmont Global

Piedmont Global provides high-quality and idiomatic translations in nearly any document format, and in more than 200 languages and regional varieties. All of our document translations are completed by professional, qualified translators and editors, all of whom have gone through our rigorous recruitment and vetting process.

All translation projects are managed by our team of expert, multilingual Project Managers and go through our complete, multi-step Quality Control Process to ensure that you receive an accurate and idiomatically appropriate translation. Get in touch with our team to learn more

A Guide to Interpretation Services and Modalities

Posted on by Piedmont Global Marketing

As businesses expand globally, healthcare strives for better care outcomes, and educational institutions welcome international students, the demand for professional interpretation services continues to grow. The ability to bridge language gaps is paramount in ensuring accessibility, inclusivity, and quality of service.

By embracing a range of interpretation modalities, organizations can create inclusive communication ecosystems that transcend geographical boundaries and linguistic barriers. In this guide, we delve into three key modalities of interpretation: On-Site (OSI), Over-the-Phone (OPI), and Video Remote Interpreting (VRI). Each method offers unique benefits and applications, catering to different scenarios, industries, and preferences.

Over-the-Phone Interpreting Services

What is Over-the-Phone Interpreting?

Over-the-Phone Interpreting (OPI), or telephone interpreting, allows individuals speaking different languages to communicate through a three-way telephone call. In situations where face-to-face interpreters may not be readily available or practical, OPI offers a quick solution. This immediacy is particularly valuable in emergencies or time-sensitive matters where every second counts.

How Does it Work?

A client seeking interpretation services contacts a Language Services Provider (LSP) offering OPI. The LSP then arranges a three-way conference call involving the client, the interpreter, and the customer or patient needing interpretation. During the call, the interpreter listens to the conversation in one language and interprets it in the target language, ensuring accurate communication between the parties. Once the interaction concludes, the call ends and the interpreting session concludes.

Benefits of Over-the-Phone Interpreting

Easy accessibility: OPI can be integrated into existing call channels so that clients can access interpretation services without navigating a separate system or undergoing additional steps. Instead, they can request interpretation assistance during a regular phone call, and the interpreter can join the conversation seamlessly.

24/7 Availability: OPI services are available at all times, which is especially helpful in emergencies or industries with unconventional working hours. Furthermore, managing time zones can be challenging when dealing with international clients. OPI offers the convenience of round-the-clock interpreting services that accommodate various schedules and time zones.

Cost-Effectiveness: OPI services are billed per minute, unlike traditional face-to-face interpretation which may include additional expenses such as travel and accommodation costs. With telephone interpreting, you only pay for the duration of the call, making it a more cost-effective option.

Flexible and scalable: Whether handling occasional requests for interpretation or managing high call volumes during peak times, OPI services can adapt to fluctuating demand and serve diverse linguistic communities effectively.

Industries That Use Over-the-Phone Interpreting

Clinical Trials: Over-the-phone interpretation plays a vital role in clinical trials, especially when researchers need to communicate with participants from racial and ethnic minorities. For example, a researcher might utilize an interpreter to explain trial procedures to a Spanish-speaking participant via telephone.

Energy: In the energy sector, over-the-phone interpreting can be useful for international business calls or remote troubleshooting of technical issues. For example, an engineer in a power plant might need to discuss a technical problem with experts from a different country.

Consumer goods: Companies catering to an international clientele utilize phone interpretation to offer multilingual customer support. By facilitating communication with customers in their chosen language, businesses can boost customer satisfaction and loyalty.

On-Site Interpreting Services

What is On-Site Interpreting?

In certain situations, having a professional interpreter physically present is essential. On-Site Interpreting, or in-person interpretation, entails a professional interpreter being physically present at a specific location to aid communication between individuals speaking different languages. Unlike remote interpretation methods, on-site interpreters are physically present in the same room or space as the parties involved in the interaction.

How Does it Work?

The interpreter travels to the location where the interpretation is needed, such as a meeting, conference, medical appointment, legal proceeding, or other relevant settings. Once at the location, the interpreter positions themselves close to the parties involved in the conversation. When one party speaks, the interpreter listens carefully and then conveys the message accurately and impartially in the target language to the other party. Once the conversation or event concludes, the interpreter may provide any necessary summaries or follow-up information before departing from the location.

Benefits of On-Site Interpreting

Accurate Communication: In-person interpreters can directly observe facial expressions, body language, and other non-verbal cues, allowing them to better understand and accurately convey the intended message between parties. They can also better observe and respond to cultural nuances, social dynamics, and sensory cues that may impact communication, ensuring that all parties feel respected and understood.

Flexibility and Adaptability: On-site interpreters can adapt their interpreting style and approach based on the context, participants, and dynamics of the interaction. They can switch between consecutive and simultaneous interpretation modes as needed, or adjust their position, tone, and mannerisms to accommodate changing needs or preferences during the interaction.

Facilitates Building Relationships: In-person interpreting allows for more natural and authentic communication. Being physically present in the same room as the participants allows on-site interpreters to establish a personal connection, build trust, and foster rapport between parties.

Technical Reliability: On-site interpreting does not rely on internet connectivity or technical infrastructure, making it more reliable in situations where internet access may be limited or unreliable.

Industries That Use On-Site Interpreting

Legal: Legal proceedings require precise interpretation to ensure fairness and accuracy. On-site interpreters are often necessary for court hearings, depositions, or client consultations. For example, a law firm represents a client who speaks a language other than the official court language. On-site interpreters assist during depositions to ensure the client’s testimony is accurately understood.

Government: Government agencies often utilize on-site interpreters to serve linguistically diverse populations, especially in areas such as social services, immigration, and law enforcement. On-site interpreters may assist with interviews and interactions between government officials and individuals who require language support.

Manufacturing: Effective communication is crucial for quality control, training, and coordinating production processes. On-site interpreters can support meetings, training sessions, or technical discussions on the factory floor.

Education: In educational settings, interpreters are crucial for events like parent-teacher meetings. On-site interpreters ensure clear communication, bridging language gaps between teachers and non-native English-speaking parents.

Video Remote Interpreting Services

What is Video Remote Interpreting?

Video Remote Interpreting (VRI) involves a professional interpreter providing language assistance remotely via a video connection. VRI combines the personalization of on-site interpretation with the convenience of on-demand over-the-phone interpretation (OPI). It is an interpretation modality that ensures fluid communication across signed and spoken languages.

How Does it Work?

Video Remote Interpretation provides remote access to professional interpreters via a dedicated and secure video conferencing platform. Clients can easily connect with interpreters alongside their customers or patients over the internet using computers, smartphones, or tablets. Once connected, the interpreter attentively listens to the speaker and translates their message into the preferred language.

Benefits of Video Remote Interpreting

Versatility: VRI provides support for both signed and spoken language, ensuring inclusivity for deaf and hard-of-hearing individuals. Its remote accessibility, along with features such as document sharing, enhances communication flexibility.

Convenience: VRI eliminates the need for interpreters to be physically present on-site, saving time and resources for both interpreters and clients. This convenience is particularly valuable when access to qualified interpreters might be limited, especially in rural or remote areas.

Enhanced Communication: VRI enables real-time visual communication between parties, which can enhance understanding and rapport compared to audio-only interpreting methods. American Sign Language (ASL) is a signed language that relies on handshapes, facial expressions, and body movements to convey meaning. These contextual and visual cues are easier to notice on VRI to facilitate more effective communication.

Industries That Use Video Remote Interpreting

Technology: A software development team working with overseas developers could leverage VRI for meetings, code reviews, and troubleshooting sessions, ensuring seamless communication across borders.

Healthcare: As telemedicine becomes increasingly prevalent, Video Remote Interpretation assumes a pivotal role in delivering remote healthcare services to patients who are deaf or hard of hearing. By utilizing video conferencing platforms, healthcare professionals can conduct virtual appointments with American Sign Language (ASL) patients, facilitating immediate interpretation.

eLearning: While international students enrolled in elearning courses may possess a good understanding of English, they may encounter challenges with complex terminology, idiomatic expressions, or accents. VRI enables students to participate in discussions, ask questions, and engage with instructors without language barriers.

Importance of Leveraging Multiple Interpretation Modalities

Diversifying the interpretation support your organization offers is crucial. Whether it is On-Site Interpretation (OSI), Over-the-Phone Interpretation (OPI), or Video Remote Interpretation (VRI), each modality caters to distinct scenarios and preferences, ensuring accessibility for all stakeholders, regardless of their location, abilities, or circumstances.

On-site interpretation enables immediate and personalized assistance, particularly in sensitive situations where visual and contextual cues are essential. VRI leverages technology to bridge geographical barriers while accommodating busy schedules. Meanwhile, OPI is a quick and flexible solution that can be integrated into your existing call flows. By offering multiple modalities, you can create a seamless and adaptable communication ecosystem that caters to the diverse needs of your community.

Piedmont Global offers a broad range of on-site and remote interpreting services. Our interpreters help you communicate effectively in over 200 languages and bridge language gaps. Get in touch with our team to learn more about our professional interpreting services.

FDA Guidance for Diversity in Clinical Trials

Posted on by Piedmont Global Marketing
Encouraging the participation of people from diverse backgrounds in clinical trials is essential for advancing health equity. The individuals involved in these trials must mirror the demographics of the patients who will ultimately use the medical products being tested.
Unfortunately, there’s often a lack of representation from racial and ethnic minorities as well as other diverse groups in clinical research. For instance, the FDA’s Center for Drug Evaluation and Research (CDER) approved 53 novel drugs in 2020. According to the 2020 Drug Trials Snapshots Report, of these associated trials, 75% of participants self-reported their race as White.
This lack of diversity is concerning because individuals of different ages, races, and ethnicities may respond differently to various medical products. Without improving representation in research, we can continue to expect:
  • Compromised generalizability of research findings to the broader population.
  • Lack of faith and trust in treatment options among vulnerable populations.
  • Hindered innovation.
  • Obscured safety or efficacy outcomes.
  • Uneven disease burdens.

 

What are Clinical Trials?

Clinical trials are research studies conducted on human volunteers to assess the safety and efficacy of a new medical product for patients. Prior to introducing any new medication to the U.S. market, sponsors are required to conduct clinical trials to ascertain whether it is safe and effective to use in the general U.S. population.

 

FDA’s Role in Clinical Trials

The Food and Drug Administration (FDA) supervises clinical trials for drugs, biologics, and medical products under its regulatory authority. These trials are crucial in the development of new drugs. When a sponsor aims to introduce a new medical treatment to the American public, they must provide the FDA with study designs and participant data from clinical trials for approval. The FDA reviews this information to determine if the new medication is safe and effective for broader usage among the general population, considering the intended purpose for which the drug is seeking approval.

 

Why is Participant Diversity Important for Clinical Trials?

“When developing a new drug, researchers need to make certain that the population enrolled in the clinical trials represents the type of population that the drug is going to be used in.”

Ajay Singh, Senior Associate Dean for postgraduate medical education at Harvard Medical School
An individual’s well-being is impacted by various elements, encompassing behavior, biology, surroundings, and notably, personal history. These life experiences are varied and influenced by factors like race, ethnicity, socioeconomic status (SES), location, gender, and other sociodemographic traits.In order to acknowledge and accommodate these diverse life experiences, clinical research should include participation from racial and ethnic minority populations, along with other groups encountering health disparities. This approach aims to reduce biases, advance social justice, encourage scientific innovation, and ultimately attain health equity.

 

Real-World Example of Diversity in Clinical Trials

In the early stages of the pandemic, COVID-19 had a disproportionately heavy impact on several racial and ethnic minority communities, including African American, Hispanic/Latino, American Indian/Alaska Native, and Native Hawaiian and Pacific Islander groups. This led to higher rates of infection, hospitalizations, and fatalities within these populations.

It was vital to ensure adequate representation from diverse populations in COVID-19 vaccine trials to accurately assess their effectiveness, considering the varied environmental exposures and life experiences of individuals. By employing inclusive recruitment strategies, researchers were able to demonstrate that the safety and efficacy of vaccines remained consistent across all racial and ethnic groups. Moreover, engaging diverse populations enhances public trust in new medical interventions.

 

Barriers to Participation in Clinical Trials

Racial and ethnic minorities face numerous barriers that contribute to their reluctance to participate in clinical trials. These obstacles significantly impact health equity and the inclusion of diverse populations in medical research. Key factors include:

 

Eligibility Criteria

Using the same criteria across various trials can inadvertently lead to the exclusion of certain populations from trials, even when there isn’t a compelling clinical or scientific rationale for doing so. If individuals are excluded without sufficient justification, there’s a risk of overlooking critical safety and effectiveness insights about the new medication for all people who will take the drug, if it is approved by the FDA.

 

Mistrust in Clinical Trials

Historical mistreatment in medical research, such as the Tuskegee Syphilis study, have fostered deep-seated mistrust of public health officials and clinical trials, especially among many African Americans and Hispanic Americans. For example, the study was unethical because participants were not adequately informed about the nature of the study or the potential risks involved.

Pew Research Center conducted focus group discussions in July 2021, shedding light on the various factors that Black and Hispanic Americans consider when deciding whether to participate in a clinical trial.

“I would [participate in a clinical trial], because I do suffer from migraines, so if there would be something for me to help other people who have migraines. I probably would.”

Hispanic woman, age 25-39

Simultaneously, several participants talked about the delicate balance between their desire to help others and the need to safeguard themselves from potential harm.

“Because basically, this is my body and I don’t really know what you’re testing on me. Anything can happen to me. I can just break down or probably anything can just happen to me. So I don’t want to take the risk. It’s unknown for me.”

Black man, age 25-39

 

Lack of Awareness and Access

Minority individuals frequently lack awareness of clinical trials or encounter difficulties accessing information about them. This lack of awareness and accessibility hampers their ability to consider participation in these trials, potentially depriving them of opportunities for medical advancements. It is essential to address this issue to ensure equitable access to clinical trials and promote inclusivity in medical research participation among diverse populations. By improving awareness and accessibility, we can empower minority communities to make informed decisions about participating in clinical trials, leading to more representative and impactful research outcomes that benefit everyone.

 

Cultural and Language Barriers

Language differences and cultural nuances often create barriers to effective communication between researchers and minority participants in clinical trials. These obstacles can lead to misunderstandings and reluctance among minorities to participate in trials. It is crucial to address these challenges to foster trust, enhance communication, and promote greater inclusivity in medical research endeavors. By implementing strategies such as providing language interpretation services, culturally sensitive communication materials, and training researchers in cross-cultural communication, trials can bridge the communication gap and create a more inclusive and welcoming environment for minority participants. This not only improves the quality of research but also ensures that findings are applicable and beneficial to diverse populations.

 

FDA Guidelines to Improve Diversity in Clinical Trials

FDA published the guidance in April 2020 as part of its ongoing commitment to promoting the diversity of participants in clinical trials that test the safety and efficacy of new medical products. The guidance document provides recommendations that sponsors can apply to ensure participants in clinical trials are diverse.

  • Broaden the eligibility criteria for clinical trials and avoid unnecessary exclusions.
  • Design clinical trials in ways that achieve participant diversity.
  • Improve practices for recruiting participants to clinical trials.
  • Apply the recommendations for broad eligibility criteria to clinical trials of drugs intended to treat rare diseases or conditions.

Let’s dive deeper into each recommendation.

 

Broaden Eligibility Criteria

Clinical trials often establish stringent eligibility criteria, inadvertently leading to the exclusion of certain groups. Sponsors should carefully evaluate exclusion criteria to determine if any restrictions could be eased without compromising safety or scientific integrity. The FDA advises sponsors to include underrepresented racial and ethnic populations, such as Black, Asian, Hispanic, Native American, and Pacific Islander individuals, in trials to assess diverse responses to the new drug.

Sponsors are encouraged to set initial enrollment goals for underrepresented racial and ethnic groups, taking into account disease prevalence. Studying the drug’s effects in various populations enhances our understanding of its efficacy and safety, benefiting all individuals. By ensuring representation from diverse groups, clinical trials can yield more comprehensive and applicable results, ultimately advancing medical knowledge and improving healthcare outcomes for everyone.

 

Design Trials for Diversity

To ensure the enrollment of participants from diverse backgrounds, the FDA recommends several strategies for clinical trial sites. Firstly, sites should be situated in areas with higher concentrations of underrepresented racial and ethnic groups and indigenous populations, as well as in neighborhoods where these communities typically receive healthcare services. Additionally, sponsors should consider flexible visit times and reduce the frequency of in-person study visits whenever possible and appropriate.

One approach to facilitate participation is by arranging for mobile medical professionals, such as nurses and blood collection workers, to conduct home visits or by allowing participants to visit local clinics or labs instead of trial sites. Alternatively, sponsors can employ electronic options, such as contacting participants via phone, email, social media, or telehealth technologies, to collect data and minimize the need for in-person visits.

Furthermore, it’s crucial to consider cultural nuances that may impact participation and commitment. Cultural awareness plays a vital role in engaging diverse groups in clinical trials. Practical steps to attract and retain underrepresented racial and ethnic participants involve tailored approaches such as providing language support, accommodations for individuals with disabilities, and addressing transportation barriers.

Here are five steps you can take to facilitate limited English proficient (LEP) patient recruitment to represent more diverse populations.

 

Improve Recruitment Practices

The FDA advises sponsors to ensure that interested individuals are well-informed about the trial and understand what participation entails. Recognizing that not all participants may be fluent in English, sponsors should provide trial-related resources and information in multiple languages, along with interpreters for those with limited English proficiency. Seeking feedback from participants or potential participants can also offer valuable insights into their challenges, burdens, and risk tolerance.

Engagement with the community is crucial. Sponsors should consult with patients, focus groups, community advisory boards, medical societies, healthcare providers, and disease registry staff to understand potential participants’ needs. Holding events in trusted locations such as places of worship, community centers, or cultural festivals can facilitate outreach.

Sponsors need to maintain ongoing engagement with participants and their communities even after the trial concludes. Sharing updates about the clinical trial helps to sustain and strengthen relationships with the communities from which participants were recruited.

Utilizing social media platforms is another effective strategy. For instance, if traditional referral centers are inaccessible to some participants due to location constraints, sponsors can employ online and social media recruitment methods to reach potential participants more effectively.

 

Diversity Clinical Trials for Rare Diseases

A rare disease is defined as a disease or condition that affects fewer than 200,000 people in the United States. Due to their low prevalence, studying and finding treatments for these diseases pose significant challenges. Sponsors conducting clinical trials for rare diseases must make special efforts to ensure diversity among participants.

During the early stages of medication development, sponsors can engage with patient advocacy groups, rare disease experts, and individuals living with rare diseases to solicit their input on trial designs, procedures, and other aspects. By incorporating patient suggestions, sponsors can enhance the relevance and effectiveness of clinical trials. This collaborative approach fosters trust and encourages patients to enroll in and support the trials, knowing that their perspectives are valued and considered. Ultimately, these efforts contribute to advancing research and improving outcomes for individuals with rare diseases.

 

Piedmont Global as Language Service Partner in Clinical Trials

The necessity for meaningful representation of racial and ethnic minorities in clinical trials is apparent in the FDA’s dedication to health equity. This importance is further emphasized by the adverse effects on patient outcomes and the general applicability of trial findings when diverse populations are excluded.

Addressing these challenges isn’t just about ethical and fair practices; it holds tangible implications. Enhancing diversity and inclusion in clinical trials can lead to more precise data and diminish disparities in health outcomes, ultimately benefiting society as a whole.

Piedmont Global offers high-quality translation services in over 200 languages, ensuring excellent experiences for Limited English Proficient (LEP) patients in clinical trials. Our highly qualified pool of linguists can facilitate sensitive patient interactions with both empathy and accuracy. We are dedicated to assisting you in navigating the intricacies of FDA and HIPAA requirements, utilizing our trusted in-country linguists, subject-matter experts, board-certified medical doctors, and sophisticated translation software to bridge language and culture for compassionate and effective communication. Get in touch to learn more.

5 Steps to Facilitate LEP Patient Recruitment in Clinical Trials

Posted on by Piedmont Global Marketing

Nurturing Trust to Facilitate LEP Patient Recruitment and Increase Participation

A well-designed plan can translate insights about Limited English Proficient (LEP) patient experiences and barriers to health into actionable steps. This blog breaks down the process into manageable steps to ensure you are prepared to receive and work with LEP patients effectively and, importantly, that LEP patients will have the best possible experience with your organization. Ideally, these patients may gain an increased sense of empowerment and faith in the U.S. medical system as a result.

Solving language barriers is a significant part of your plan – but not the only consideration to be addressed. LEP patients are confronted with greater sensitivities and challenges than their native English-speaking peers – deep, intergenerational trauma and medical racism. Many may be wary of lending their time and health to an experimental trial. You may have to work harder to build the same level of belief and trust in your intentions, safety protocols, informed consent, and pursuit of health equity.

What does this look like?

  • Your outreach materials must demonstrate thorough attentiveness to this language barrier and identify how you will not let it reduce their experience, interfere with their participation, or compromise their health.
  • Trial FAQs can be tailored to culturally relevant questions, concerns, and expectations.
  • Facilitating open forums with the LEP community, backed with localized collateral and native speakers in attendance to support recruitment.
  • Translated documents must be at the ready to support pre-consideration and informed consent.
  • Interpretation for live conversations is essential – and if the conversations involve highly sensitive information, in-person may be best.

Preparing for Varying Levels of English Proficiency

Be prepared to support patient diversity goals with language services for a variety of
native languages and levels of English proficiency. The HHS Language Access Plan
2023 is an excellent reference point for the requirements and expectations of advancing
equity for public health, including patients with limited English proficiency.

Speak a Language Other Than English at Home:

Central Americans: 86.2%
Cubans: 77.7%
Asian Americans: 73.5%
Hispanic Americans: 71.1%
Mexican Americans: 70.4%
Puerto Ricans: 58.9%

Not Fluent in English, Self-Reported:

Vietnamese Americans: 48.2%
Chinese Americans: 42.0%
Asian Americans: 30.9%
Hispanic Americans: 28.4%
Filipino Americans: 19.8%
Asian Indians: 17.7%

Step 1: Update Your Data Collection Processes

If you are not yet capturing patient demographic data, there is no better time than the present to begin. Consult the most recent FDA guidance on the demographic data needed, how to obtain it, and where and when you need to be submitting reports.

If you are already capturing patient demographic data per FDA guidelines, consider alternative data categories that you have the capacity to collect. Language(s) spoken at home or self-reported English fluency would be useful categories to consider adding. Be sure you are differentiating white-identifying Hispanic populations from white non-Hispanic populations.

Remember, it’s about making strides and demonstrating progress, not perfection.

Action Items: 

  • Analyze your data collection processes and categories.
  • Ensure alignment with FDA draft guidance regarding diversity data collection and reporting.
  • Consider expanding demographic data collection where appropriate.

Step 2: Identify Current Diversity Gaps and Establish Partnerships

These questions developed by the FDA are worth asking and engaging with sincerely:

  • Do your eligibility criteria serve the goal of having a representative sample of the population most likely to use the product?
  • Do your exclusion criteria work against these goals?
  • How can you make participation less burdensome?
  • Have you considered fostering community engagement through medical societies, focus groups, community advisory boards, disease registries, and community-based participatory research?

Check the complete trial design and conduct recommendations from the FDA to explore inclusion practices.

Internal data may contain a wealth of untapped insights about how to move forward. Consider retroactively analyzing recent outcomes concerning racial and ethnic representation to better understand how your firm is currently performing. Can you speak with the teams in charge of recruitment, retention, and patient experience to learn about any barriers they faced when sourcing and working with patients? These insights could be among the most valuable to your implementation plan.

As you arm yourself with data and gather the right questions to ask, the natural next step is to start forming partnerships within your organization. You can expect a smoother, more comprehensive implementation by ensuring each department has a stake in your inclusion goals. Some approach it top-down, starting with a companywide, strategic-level commitment to inclusion. Others begin with grassroots, multi-disciplinary committees to build the resources and relationships necessary to pursue inclusion as a company practice. Either way, ensuring widespread buy-in will be foundational.

Action Items:

  • Using available data, identify diversity gaps within your current and future trials.
  • Build partnerships across your organization to establish shared diversity and inclusion goals.
  • Identify languages needed for future language services support.
  • Develop benchmarks for future trials.

Step 3: Develop a Multilingual Clinical Trial Outreach Plan

Your outreach plan represents a starting point for establishing trust and credibility with LEP candidates. Per HHS and FDA rules, ensure your patient recruitment strategy is language-accessible. Translations should align with cultural sensitivities regarding doctor-patient interactions, expectations for privacy, and assurances to the level of care they can expect.

Action Items:

  • Translate outreach materials into target languages with consideration for varying cultural context(s).
    • These include websites, landing pages, pamphlets, videos, emails, letters, downloadable PDFs, social media posts, and other informative or marketing content.

Step 4: Translate Informed Consent Materials

The informed consent process ensures that a clinical trial’s purpose, procedures, potential benefits, and potential risks are completely understood. Two forms of language services must be available to enable informed consent for LEP patients: written translations (developed in advance) and live interpretations for intake, doctor-patient interactions, and other conversation-based communications.

Your Language Access Plan should identify which resources are available to patients and the circumstances in which they are available.

Action Items [Translation]: 

  • Patient Reported Outcomes (PROs)
  • Scales and Quality of Life (QoL) Instruments
  • Summaries of Product Characteristics (SmPC)
  • Adverse and Severe Adverse Events
  • Patient Recruitment, Questionnaires, Quality of Life Scales, Diaries and Interpretations
  • Patient and Clinician Education Materials
  • Patient Informed Consent Forms (ICFs) and Patient Information Leaflets (PILs)
  • Patient Diaries/Forms/Materials
  • Clinical Study Report Forms and Clinical Study Protocols
  • Clinical Trial Recruitment and Retention
  • Case Study Report Forms (CRFs)
  • Investigator Brochures
  • Physician Letters
  • Site Documentation and Reports
  • Packaging and Labeling
  • Import/Export Permits
  • Preclinical – Phase IV Documentation

Action Items [Interpretation]: 

  • Identify clinical trial milestones for in-person, video, and/or phone interpretation.
  • Ensure a language services team is contracted for the duration of the clinical trial.
  • Source the technology/tablets needed for virtual interpretation.

Step 5: Deliver a Superior Clinical Trial Experience to LEP Patients

Smooth execution and consistency are critical to ensure LEP patients receive a clinical trial experience comparable to their peers. This means working with a professional language services provider (LSP) with a pool of certified linguists. Ideally, the pool will include medical board-certified interpreters and translators – they have the linguistic skill set and they live and breathe medical research and treatment – rendering superior results that build patient trust.

A seamless experience requires frequent, up-front communication about LEP patient expectations and resources. Ensure tablets are charged and ready for video interpretation during in-person visits. Plan for on-site resources for sensitive conversations. Make it a point to request and analyze LEP patient feedback, comparing it to English-fluent patients to understand the effectiveness of your plan’s implementation.

Action Items: 

  • Select a language services partner that can deliver quality-assured translation and interpretation from a qualified pool of linguists.
  • Collect and analyze LEP patient feedback.

Gain Patient Trust and Accelerate Development with a Language Service Partner

A core tenet of your plan must include partners with specialized capabilities to help you carry ideals into action. As the go-to language service provider for life sciences firms looking to implement a race and ethnicity diversity plan, PGLS brings clinical trial expertise to deliver an excellent experience to LEP patients – from the earliest awareness and consideration stages through ongoing trial management and reporting.

Dedicated to navigating the ins and outs of FDA and HIPAA requirements, our highly qualified linguist pool can facilitate highly sensitive patient interactions with accuracy and empathy. Our trusted in-country linguists, subject-matter experts, board-certified medical doctors, and sophisticated translation software bridge language and culture for compassionate and effective communication. Comprehensive project management delivers successful outcomes, protects sensitive medical data, and delivers a consistent patient experience from start to finish. Get in touch to learn more.

PGLS Ranked No. 6 on Inc. Magazine’s Fastest-Growing Mid-Atlantic Private Companies

Posted on by Piedmont Global Marketing

Inc. magazine today revealed that PGLS is No. 6 on its fourth annual Inc. 5000 Regionals: Mid-Atlantic list, the most prestigious ranking of the fastest-growing Mid-Atlantic private companies, based in the District of Columbia, Delaware, Maryland, North Carolina, Virginia, and West Virginia. Born of the annual Inc. 5000 franchise, this regional list represents a unique look at the most successful companies within the Mid-Atlantic economy’s most dynamic segment–its independent small businesses.

The companies on this list show a remarkable rate of growth across all industries in the Mid-Atlantic region. Between 2019 and 2021, these 135 private companies had an average growth rate of 154.26 percent; by 2023, they’d added 14,110 jobs and $5.2 billion to the Mid-Atlantic region’s economy.

Complete results of the Inc. 5000 Regionals: Mid-Atlantic, including company profiles, and an interactive database that can be sorted by industry, metro area, and other criteria, can be found at inc.com/mid-atlantic.

“The honorees in our Inc. 5000 network are the Who’s Who of private companies. They’re energizing regional economies as they engineer the future of their industries. Learn who they are and what they do — they’ll be impacting things for a while.”

Eric Hagerman, Special Projects Editor at Inc. Media


Methodology

The 2024 Inc. 5000 Regionals are ranked according to percentage revenue growth when comparing 2020 and 2022. To qualify, companies must have been founded and generating revenue by March 31, 2020. They had to be U.S.-based, privately held, for-profit, and independent—not subsidiaries or divisions of other companies—as of December 31, 2022. (Since then, a number of companies on the list have gone public or been acquired.) The minimum revenue required for 2020 is $100,000; the minimum for 2022 is $1 million.

PGLS is a leading provider of global language and business solutions dedicated to unlocking the full potential of communication – empowering our clients to achieve growth, enhance experiences, and transform information into actionable insights. Committed to innovation and excellence, PGLS offers a range of services designed to meet the evolving needs of our diverse clientele. From language and communication solutions to market intelligence, staff augmentation, and growth advisory, PGLS is redefining the landscape of global business and communication, empowering organizations to succeed in a dynamic world. 

Mohamed Hussein Wins 2024 Virginia Black Business Leaders Award

Posted on by Piedmont Global Marketing

Richmond, VA – Mohamed Hussein, CEO of PGLS, has won the 2024 Virginia Black Business Leaders Award. Virginia Business Magazine chose this year’s winners from a pool of 60 nominated executives submitted by their readers and last year’s honorees. Nominees were scored on factors including overall career achievement, community impact and mentorship.

Congratulations to all the winners of the 2024 Virginia Black Business Leaders Awards!

Mohamed Hussein - CEO of PGLS Image

Mohamed Hussein, CEO of PGLS

PGLS is a leading provider of global language and business solutions dedicated to unlocking the full potential of communication – empowering our clients to achieve growth, enhance experiences, and transform information into actionable insights. Committed to innovation and excellence, PGLS offers a range of services designed to meet the evolving needs of our diverse clientele. From language and communication solutions to market intelligence, staff augmentation, and growth advisory, PGLS is redefining the landscape of global business and communication, empowering organizations to succeed in a dynamic world. 

Importance of Diversity in Clinical Trials

Posted on by Piedmont Global Marketing

FDA Guidance to Improve Diversity in Clinical Trials

“Ensuring meaningful representation of racial and ethnic minorities in clinical trials for regulated medical products is fundamental to public health.”

FDA Commissioner Robert M. Califf, M.D. (2022)

Recently, the FDA has been paying more attention to the importance of clinical trial diversity in creating drugs and medical devices. Over the next decade, the FDA’s big-picture objectives include:

  • Delivering participation parity for racial and ethnic populations who are currently underrepresented.
  • Improving the generalizability of research conclusions to the population at large.

The 2022 draft industry guidance provided non-binding recommendations to create a race and ethnicity diversity plan. These included the types of participant data to share with the FDA and which research milestone(s) to submit.

Importance of Diversity and Inclusion in Clinical Trials

Patients and the FDA are paying increasing attention to equity and inclusion in medicine. Clinical trials operating without a robust diversity plan compromise the credibility of their results. It can also lead to negative patient outcomes that could have been discovered and addressed.

Changes in clinical trial design may soon become necessary if not a legal requirement. If you choose to wait, it could lead to bottlenecks down the road, ultimately impacting operational effectiveness and slowing the progress of your research.

Expressing a good-faith desire to conduct more broadly representative research will not be enough. To meaningfully address racial and ethnic diversity in clinical trials, consideration must be given to every stage, from trial design and exclusion criteria to patient recruitment and reporting results to the FDA.

Prioritizing inclusion in clinical trials can help build patient trust, leading to better insights and valuable trial data. It also positions you advantageously to secure clinical trial funding and result in more approvals.

Patients with Limited English Proficiency (LEP)

According to the FDA, clinical trials must expand participation for all racial and ethnic minorities, sex, gender, identity, age, socioeconomic status, disability, pregnancy and lactation status, and comorbidities.

Patients with limited English proficiency (LEP patients) account for many of the FDA’s expectations for clinical trial diversity, such as racial and ethnic minorities. Despite rights and protections, LEP patients are some of the least-served patients in the U.S. Delivering an equivalent standard of care necessitates careful foresight and planning.

This involves implementing effective communication strategies, ensuring accessibility to information, and addressing potential language barriers throughout the clinical trial process. By proactively anticipating and accommodating the linguistic challenges faced by LEP patients, researchers can enhance the inclusivity and overall effectiveness of clinical trials, ultimately contributing to more robust and meaningful results.

Representation Matters: Clinical Trial Participation Rates, Disease Rates, and Demographics

There is plenty of data that confirms the underrepresentation of LEP patients in clinical trials—so much so that the FDA has a division dedicated to Minority Health and Health Equity. Its Clinical Trial Diversity Fact Sheet acknowledges that research participation among racial and ethnic minorities lags behind the U.S. population.

Consider that the FDA’s Center for Drug Evaluation and Research (CDER) approved 53 novel drugs in 2020. According to the 2020 Drug Trials Snapshots Report, of these associated trials, 75% of participants self-reported their race as white.

FDA CDER 2020 Drug Trials Snapshots vs U.S. Population 2022, Race and Hispanic Origin

White White, not Hispanic or Latino Black or African-American Asian Hispanic
U.S. Population %
75.5%
58.9%
13.6%
6.3%
19.1%
Clinical Trial Participation %
75%**
NR*
8%
6%
11%

Sources: FDA CDER, 2020 Drug Trials Snapshots Report and United States Census Bureau Population Estimates, July 2022.
*NR: Not reported.
** This data does not distinguish Hispanic/Latino individuals who identify as white, which accounts for a significant proportion of LEP patients. And, while an indicator of racial and ethnic diversity, ‘language spoken at home’ is not a demographic data point collected at this time, making it difficult to benchmark your firm’s engagement with LEP patients to industry peers.

Individual and structural social determinants of health can play a significant role in drug efficacy, side effects, and outcomes. Clinical trials that better represent the population at large and/or the populations most likely to use this drug yield more accurate data. Diversity and inclusion in clinical trials could help reduce disparities in health outcomes experienced by racial and ethnic minorities.

Without improving representation in research, we can continue to expect:

  • Compromised generalizability of research findings to the broader population.
  • Lack of faith and trust in treatment options among vulnerable populations.
  • Hindered innovation.
  • Obscured safety or efficacy outcomes.
  • Uneven disease burdens.

Disease Burdens in Underrepresented Populations

Scholars of clinical trial diversity have estimated that eliminating life expectancy disparities for the three most common conditions has a total value to society of approximately $11 trillion. The diseases in question are diabetes, hypertension, and heart disease. In some instances, LEP populations experience these conditions at higher rates.

This is observed not only with common diseases but also rare autoimmune conditions, COVID-19, asthma, HIV, and tuberculosis. Racial and ethnic minorities receive life-altering diagnoses more frequently than white Americans for these diseases. Excluding these communities from research can greatly impact mortality rates.

For example, the prophylactic HIV medicine Descovy® (PrEP) Phase III study focused on the gay and bisexual male community. As a result, the on-label use for Descovy® includes cisgender men and transgender women considered at risk of contracting HIV by the CDC. Those assigned female at birth—even if they are also at risk of contracting HIV—must use Descovy® off-label.

While using Descovy® in this context is legal and allowed, these patients face additional barriers to obtaining HIV prevention medication. Plus, direct-to-consumer advertising cannot speak to off-label uses, further contributing to misinformation about who is eligible for this prophylactic medication.

The fact that Hispanic Americans made up nearly 30% of all HIV infection cases in 2019 underscores the life-or-death significance of health equity—determining who thrives and who faces a lifelong health battle. As more HIV drugs are being developed and a wider range of biological applications are being explored, embracing broader inclusion is translating hope into action.

By The Numbers: Disease Burdens Among LEP Patients

Uneven disease burdens in diverse populations stand as reason alone to advocate for more inclusive clinical trials. While not exhaustive, it emphasizes the diverse health risks by racial and ethnic populations, underscoring the importance of their participation in research for biomedical firms.

12% 7%
Percent of Latinos with Type 2 Diabetes
Percent of non-Hispanic white people with Type 2 Diabetes

Source: CDC

Infant mortality rate per 1,000 live births, 2018

4.9% 4.6%
Hispanic
Non-Hispanic White

Source: CDC

Puerto Rican Community: 20% Higher Infant Mortality Rate
Compared to non-Hispanic Whites in 2018

Source: CDC

Men Liver and IBD Cancer Incidence Rates per 100,000 Stomach Cancer Rates per 100,000
Hispanic
20.4
13.1
Non-Hispanic White
11.3
7.7

Source: NCI 2021. Seer Cancer Statistics Review, 1975-2018

Women Liver and IBD Cancer Incidence Rates per 100,000 Stomach Cancer Rates per 100,000
Hispanic
8.2
4.0
Non-Hispanic White
8.4
3.8

Source: NCI 2021. Seer Cancer Statistics Review, 1975-2018.

Percentage of Reported Cases of Chronic Hepatitis B Virus (HBV) Infection, 2013-2016

30.1 13.5
Asian/Pacific Islander
Non-Hispanic White

Tuberculosis

33x
More Common Among Asian-Americans

Source: CDC.

Health Insurance Coverage by Community

When seeking more diverse clinical trial candidates, health insurance coverage is a factor that must be considered. Those less likely to seek a doctor’s care may also be less likely to hear about a research trial that could help their condition or further their search for cures and treatments.

Hispanic Americans have the highest uninsured rates of any racial or ethnic group within the United States. In 2020, the Census Bureau reported that just 49.9% of Hispanics had private insurance coverage, compared to 73.9% for non-Hispanic whites.

The uninsured rate of Asian Americans (6.6%) is nearly on par with non-Hispanic white Americans (6.3%), but rates vary among subgroups. 9.6% of Thai Americans, 8.3% of Vietnamese Americans, and 7.3% of Hmong Americans are uninsured. Despite higher rates of health plan coverage overall, Asian Americans are less likely to seek a doctor’s care than non-Hispanic whites.

Piedmont Global’s Role in Advancing Language Access in Clinical Trials

The imperative for meaningful representation of racial and ethnic minorities in clinical trials is evident in the FDA’s commitment to health equity. It is further underscored by the negative impact on patient outcomes and the generalizability of trial results when diverse populations are excluded.

Addressing these issues is not just a matter of ethical and equitable practice; it has real-world implications. Improving diversity and inclusion in clinical trials can lead to more accurate data and reduce disparities in health outcomes, ultimately benefiting society as a whole.

Piedmont Global offers high-quality translation services in over 200 languages, ensuring excellent experiences for Limited English Proficient (LEP) patients in clinical trials. Our highly qualified pool of linguists can facilitate sensitive patient interactions with both empathy and accuracy. We are dedicated to assisting you in navigating the intricacies of FDA and HIPAA requirements, utilizing our trusted in-country linguists, subject-matter experts, board-certified medical doctors, and sophisticated translation software to bridge language and culture for compassionate and effective communication.

Localization in Go-To-Market Strategy: A Gap Analysis

Posted on by Piedmont Global Marketing

A Go-To-Market (GTM) strategy is a tactical action plan that outlines how a company will sell its products or services to customers. It’s essentially a roadmap that defines the steps, processes, and resources required to introduce a new product or service to the market and make it available to consumers. The goal of a GTM strategy is to ensure that a product or service meets the needs of the target audience and achieves maximum market penetration and profitability.

That’s where localization comes in. Localization refers to the process of adapting a product, service, content, or application to meet the linguistic, cultural, and other requirements of a specific target market or locale.

“There is a longstanding assumption that enough people feel comfortable using English online, especially when buying high tech or expensive products…Our 2020 findings show that if a company chooses to not localize the buying experience, they risk losing 40% or more of the total addressable market—the consumers that prefer selecting and buying products at local-language sites. While they may want the products or experiences on the English-language site, most would rather think, act, and buy in their own language.”

Dr. Donald A. DePalma, Chief Research Officer at CSA Research

The goal of localization is to make the product or content feel as natural and intuitive to the target audience as possible, ensuring that it resonates with local users and effectively meets their needs.

However, for brands planning a market expansion, it’s easy to miss steps that can make or break your launch. Use this checklist to assess your strategy and identify any gaps. If you can confidently move through this list, you’re likely on the right track for effective market expansion. If you’re surprised by many of the points below, you may want to invest more deeply in the research and localization process before you move forward.

 

1. Have you talked to a vendor about localizing your website?

Localized websites enhance customer experience. By presenting content in the user’s preferred language and incorporating familiar images and symbols, interactions become more intuitive and engaging.

A study by CSA Research titled “Can’t Read, Won’t Buy – B2C” found that 40% of consumers will not purchase from websites in languages other than their own. Furthermore, nationality significantly influences the demand for local-language content in online shopping. For example, 57% of consumers in Germany exclusively buy from local-language websites while six other national samples exhibited over 50% preference for localized content.

Working with a Language Service Provider (LSP) to localize your website can ensure cultural sensitivity, maintain brand consistency across regions, and optimize content for local search engines. It’s important to recognize that the initial LSP you encounter might not be the optimal choice to localize your go-to-market strategy. Therefore, it is important to connect with multiple vendors to achieve a broader perspective. You can consider several questions:

  • What products need to be localized?
  • What markets are you expanding into?
  • Are you expanding internally to accommodate the product/market expansion?
  • Is all content that requires translation in the appropriate format?
  • Are you aligned on all key messaging in the original language/market?
  • Have you expanded into new markets before? What did you learn?
  • What are your budget and timeline constraints, if any?

 

2. Have you implemented price and payment terms that cater to your target market?

Can your customers view pricing in their native currency and pay using avenues or platforms they’re familiar with? Payment methods and platforms can vary widely by country, so ensure you have options that the new market will recognize and trust.

According to a survey, 43% of e-commerce merchants lost revenue in 2020 because they could not offer local payment methods in countries where they saw a surge in demand. For a go-to-market strategy, this underscores the significance of aligning with local payment preferences. For instance, while Mastercard and Visa dominate in the United States, they aren’t directly available in China. Conversely, Alipay and WeChat Pay are essential in China but less prevalent in the US. Therefore, for brands operating across diverse markets, offering payment options recognized and trusted by each specific market is crucial.

 

3. Have you ensured that products will be compatible with the hardware of your target market?

If you’re planning to sell a physical product in a new region, make sure it will function as intended in your target market. For example, if you took a product that needed electricity from the US market to the UK market, you’d need to equip the product with the UK electrical plug. Make sure your products work within the setup that consumers will be most familiar with. This is referred to as product internationalization. It is the process of designing a product or service in a way that can be easily adapted or localized to various markets.

 

4. Have you checked that your product is in compliance with all laws of your target market?

Laws and product regulations differ by region, so double-check that you comply with all national, regional, and local regulations in your target market.

For example, when expanding from the US to Canada, websites and packaging are required to support both English and French translations. Since Canada is the #1 purchaser of US exports, many businesses will run into this requirement in their expansion plans.

In the European Union (EU), many products also need a “CE mark,” which indicates that the product is “deemed to meet EU safety, health, and environmental protection regulations.”

Regardless of where the product is manufactured, if it’s going to be marketed in the EU and falls into a category for which regulations exist, the CE mark and associated documentation are required.

In some EU countries, the product’s technical documentation (containing specific references to the CE mark requirements) also needs to be available to consumers in every official language of the country where it’s sold.

Localizing your products to comply with local laws and language requirements is essential to avoid legal issues and ensure customer satisfaction. Google had to pay a fine of $2.7 billion for violating antitrust laws in the European Union.

 

5. Have you prepared your website, app, and any other customer-facing channels for increased traffic?

Your current website and existing tech infrastructure are probably optimized to handle a consistent, albeit variable, flow of traffic. Although you might experience occasional spikes in activity, the infrastructure is designed to manage these within acceptable limits. However, when you embark on a market expansion, introducing your brand to new audiences and potentially larger user bases, the dynamics change significantly. The influx of new users can place unprecedented demands on your website, app, and other consumer-facing platforms.

This surge in traffic can lead to performance issues, slow loading times, and even system crashes if not adequately prepared for. It’s imperative to collaborate closely with your technology team during this phase. They would need to evaluate the current system’s capacity, optimize where necessary, and potentially scale up resources to accommodate the anticipated increase in traffic and usage. By proactively addressing these technical considerations, you can ensure a smooth and positive user experience during the critical phase of market expansion.

 

6. Have you educated your marketing team members on competitors in the local market?

Entrusting the localization process solely to your dedicated localization team can be a strategic misstep. While these experts excel in language nuances and cultural adaptations, they don’t possess the unique insights and perspectives that your marketing team can provide. Even if an external vendor manages the primary translation tasks, the marketing team must delve into the intricacies of the new market. Understanding the market dynamics, your brand’s positioning within it, and the key competitors is invaluable. Such insights not only enhance the quality of the localized content but also foster a deeper cultural resonance with the target audience. By familiarizing themselves with the competitive landscape, your marketing team can identify gaps, pinpoint unique selling propositions, and refine the localization strategy further.

 

Reach Global Audiences with a Strong Go-to-Market Strategy

A solid go-to-market strategy is your compass in the business journey, steering you toward success and longevity. This checklist emphasizes the importance of considering local nuances, adapting to audience preferences, ensuring product compatibility, meeting legal requirements, and fortifying your tech setup. However, amid all these considerations, never lose sight of your customers. Their needs and preferences should remain at the forefront of your strategy. As you navigate the ever-changing business landscape, may this checklist be your reliable guide, ensuring your efforts resonate effectively and stand the test of time.

eCommerce Localization Strategies: 5 Consumer Touchpoints to Localize

Posted on by Piedmont Global Marketing

The dramatic growth in e-commerce has compelled businesses to reassess their localization strategies. Power now lies in the hands of consumers, who expect personalized customer journeys that cater to their unique needs and preferences across various platforms.

“You may think of your products as self-explanatory, however, it may not be so for a person whose primary language is not the same as yours.”

Yupi Alpert, Founder and CEO of Noémie

Out of the world’s approximately 7.8 billion inhabitants, 1.35 billion speak English. In the United States alone, over 20% of residents communicate in a language other than English at home. Brands that restrict their marketing efforts to a single language, whether in domestic or international markets, may overlook a substantial opportunity to engage with prospective customers.

Introducing your product or service to global markets has its challenges. Besides legal and logistical barriers, cultural and communication difficulties can pose significant obstacles. Localization can help you steer clear of cultural misunderstandings because of poor translations that could harm your brand. By considering cultural subtleties and language preferences from the outset, you shorten the time required for potential customers to resonate with your product or service, thereby accelerating your business’s market penetration.

 

What is Localization?

Localization, often abbreviated as l10n, is the practice of modifying a product or service to cater to the cultural, linguistic, legal, and other needs of a specific market.

“Localization is the lesser-known sister of customer experience.”

Giulia Tarditi, Head of Global Experience at Qualtrics

 

Risks of Not localizing

The perils of not implementing a localization strategy are significant. Companies that fail to localize risk missing out on opportunities to broaden their customer base, create new revenue channels, and may encounter legal and compliance issues. Accenture’s research indicates that this is a worldwide issue for numerous businesses, with 95% of executives stating that their customers’ localization expectations are evolving faster than they can adapt shopping experiences. According to Twilio, 62% of consumers will not become repeat customers if the experience is not personalized.

 

Localize Consumer Touchpoints

 

1. Website Localization

A website is a crucial consumer interaction point that serves as the cornerstone of your localization strategy. Consumers are more inclined to purchase from a website that communicates in their native language. 65% of consumers favor information in their language, even if the quality is subpar. Additionally, e-commerce websites that offer personalized experiences witness 10% to 15% higher conversion rates and a 20% increase in customer satisfaction rates.

However, launching a multilingual website isn’t merely about duplicating your original content word-for-word in a different language. It requires considering cultural variances, legal stipulations, buying behaviors, and payment methods, among other factors in a process as intricate as website localization.

 

2. Packaging Localization

A CSA Research report reveals that when customers are choosing between similar products, 66% of consumers opt for the item that provides information in their native language. Consequently, neglecting this aspect can have disastrous consequences for plans to expand into new markets. Packaging requirements vary by location, meaning that some products will require different text and language options depending on the country where they are sold. For instance, when businesses expand from the US to Canada, their websites and packaging must accommodate English and French translations.

Products marketed in the EU need a “CE mark” to show compliance with safety, health, and environmental regulations, regardless of manufacturing location. Technical documentation, including CE mark requirements, must be available in all official languages of the selling country. Automated translations may not suffice due to legal implications.

 

3. Product and User Manual Localization

Localizing such documents facilitates a more intuitive understanding of the product, as users can interact with the product in their native language and cultural context. This leads to an improved user experience and enhances user experience.

Subtle nuances lost in translation can lead to significant issues. For instance, a poorly translated manual may lead to user confusion, misuse of the product, or even safety risks. Moreover, it can also lead to customer dissatisfaction and damage the brand’s reputation in the target market.

 

4. Marketing Content and Communications Localization

Marketing language is particularly prone to misunderstandings due to the use of creative language elements (such as metaphors, similes, alliteration, cultural references, slang, etc.) that may not translate directly into the target language.

In such instances, a proficient translator is essential to maintain the language’s intent as much as possible, even if it means forgoing a literal translation in favor of a more culturally suitable alternative.

The goal is to offer personalized content and language nuances that make customers feel valued and motivated to do business with you. This approach fosters customer loyalty and shows that you are an integral part of their community.

 

5. Customer Support Localization

Providing multilingual help desk support in a consumer’s native language extends beyond financial incentives like discounts or loyalty programs. It is estimated that businesses lose up to $62 billion annually due to poor customer experiences. According to a CSA Research report, 75% of respondents said they were more likely to repurchase from a brand if the customer support was provided in their native language.

Effective communication is crucial when your customers are seeking assistance. Misunderstandings due to language barriers can worsen the customer’s issue, and the inability to communicate with ease is an added stressor. Excellent customer service converts 86% of first-time customers into long-term brand advocates.

 

Localize Your Global Brand with Piedmont Global

Localizing e-commerce customer experiences in multiple languages is essential for businesses that want to reach a global audience. It enables customers from different linguistic backgrounds to navigate the online store, understand product descriptions, and complete transactions effortlessly. This in turn, improves the user experience and fosters trust, increases the customer base, and gives businesses a competitive edge in markets where the primary language is not English.

5 Steps To Building A Healthcare Language Access Plan

Posted on by Piedmont Global Marketing

Promoting Health Equity Through Language Access

The U.S. Census Bureau revealed that 68 million people speak a language other than English at home, and 26.5 million of this group report speaking English less than “very well.” Language barriers present a significant barrier in their journey to access healthcare.

The objective of promoting health equity through a language access plan is to ensure that patients with limited English proficiency (LEP), deaf, or hard-of-hearing backgrounds can achieve health outcomes comparable to those of native English speakers. However, notable health disparities persist.

“It is 2023 and the fact that kids still have the same experience I had of translating complex medical information for my parents is unacceptable. Children, family members, and others should not be held responsible for translating complicated and emotional information in order for their loved one to access needed care.”

Secretary Xavier Becerra

Today, we will outline a step-by-step guide for establishing a comprehensive language access plan for your healthcare organization. Before diving in, let’s explore some key terms.

 

How to Define a LEP Patient?

Patients with limited English proficiency (LEP) may not speak English as their primary language or have difficulty reading, speaking, writing, or understanding English. Such patients have a right to trained medical interpreters and translators.

In addition to being an ethical decision, maintaining compliance with federal laws and requirements is imperative for hospitals that receive Federal financial assistance. This includes Medicare Parts A, C, and D. Such hospitals must ensure meaningful access to healthcare services for individuals with limited English proficiency. An incomplete or weak language access plan can also impact your hospitals’ CMS (Centers for Medicare & Medicaid Services) and HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) ratings.

 

What is a Language Access Plan?

A language access plan is a detailed document outlining the strategies, policies, and procedures to provide language assistance to patients with limited English proficiency (LEP). It consists of both oral and written communication services to facilitate meaningful access to and equal opportunities for LEP patients in their health journey.

 

What is a Language Access Coordinator?

A language access coordinator is responsible for managing the creation and execution of a language access plan. Their responsibilities typically include securing funding and resources, recruiting linguists, offering input on budget-related issues, and consistently evaluating the effectiveness of language access services.

 

How to Create a Language Access Plan to Overcome Language Barriers in Healthcare?

Crafting a language access plan may seem overwhelming, which is why we’re simplifying the process into manageable steps. This will help you stay organized, evaluate your existing program, and enhance its overall effectiveness.

 

Step 1: Needs Assessment

Conduct a comprehensive needs assessment to evaluate the current state of language accessibility throughout the journey of Limited English Proficiency (LEP) patients. You can start by:

  • Identifying the languages spoken by patients
  • Outlining the existing language access services
  • Assessing staff training to effectively utilize and provide language support
  • Determining the necessity for professional interpreters and translators
  • Evaluating budgets and funds required for comprehensive language assistance

This systematic approach will help identify specific needs and language-related disparities in care. To develop a more holistic understanding of the language needs within your hospital patient population, consider leveraging both internal and external data sources. For example,

Our free guide on healthcare language access plan also contains a gap analysis tool to help you identify key areas for remediation and build a 12-month plan.

 

Step 2: Written Policy and Procedures

Develop a written policy and procedure for language access that aligns with the federal and state laws and regulations, as well as the organizational mission and goals. This means identifying:

  • Aim and objectives of the language access plan
  • Responsibilities of staff and language service provider
  • Staff training needs to utilize and implement language support
  • Strategy to inform patients about language assistance provided
  • Process for monitoring and evaluating the language access plan

 

Step 3: Align with Organizational Goals

Align the language access plan with overall organizational priorities. Emphasize the positive impact of the language access program, addressing financial, legal, and ethical aspects, while aligning with stakeholders’ primary concerns. Consider the hospital’s overarching goals, collective concerns, and current risks. Language Access Coordinators must present a clear, evidence-backed case for the plan’s necessity and feasibility. Here are a couple of ways you can do this:

  • Align the language access plan with the hospital’s broader objectives, showcasing how it contributes to achieving these goals.
  • Identify and address collective concerns, threats, and risks faced by the hospital system, positioning the language access plan as a strategic solution.
  • Share a pilot project or success story to illustrate how A language access plan can achieve desired outcomes and make a meaningful impact
  • Highlight the financial benefits, emphasizing cost-effectiveness and potential revenue enhancement through better language access.
  • Understand the politics and the power dynamics of the organization. Identify key influencers and supporters who can advocate for the language access plan and help persuade decision-makers.

 

Step 4: Financial projection

Use demographic, financial, and patient data, along with credible sources, to estimate program return on investment. For instance, calculate the financial impact of cutting unnecessary tests by investing in improved healthcare language services, whether on-site or virtual.

Alternatively, quantify the risks of an insufficient language access plan into financial projections. Gather case studies showing malpractice suits and use them to underscore the potential financial consequences of lacking adequate language support.

Condense findings into a realistic and easily understandable figure predicting outcomes. For instance:

“If the hospital plans to admit X number of Limited English Proficiency (LEP) patients in 12 months, implementing the plan could reduce admission costs by Y%.”

 

Step 5: Continuous Improvement Plan

Take a systematic approach to monitoring and continuously improving your language access plan. According to the Centers for Medicare & Medicaid Services (CMS), you can do this by:

  • Monitoring complaints and suggestions from LEP patients, community members, and staff regarding language access services
  • Staying informed about community demographics and needs by engaging with local public health authorities, school districts, faith communities, refugee resettlement agencies, and other local resources
  • Tracking utilization rates for various language access services throughout your hospital’s ecosystem

You could also refer to the Department of Justice’s Language Access Assessment and Planning Tool to monitor, evaluate, and update your language access plan.

 

Build A Robust Healthcare Language Access Plan with Piedmont Global

Delivering a comprehensive language access plan for LEP patients isn’t just good business sense. It’s also the right thing to do. This is a chance to lead by example, create an equitable and inclusive healthcare environment, and improve patient outcomes for some of our society’s most vulnerable.

As your preferred language access partner, Piedmont Global is committed to helping you navigate the complexities of delivering comprehensive language access while ensuring compliance with government mandates. Our world-class team of translators and interpreters is proficient in over 200 languages and regional varieties, ensuring accurate and culturally sensitive translations and interpretation for healthcare-related content.

PGLS offers comprehensive phone, video, and on-site interpretation services and translation services to facilitate patient-provider communication in their preferred language, so they can understand and make informed decisions about their care.

Contact Piedmont Global today to discover more about our healthcare services and how we can support your language access needs.