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Enhancing the Patient Experience

SHC Canada Stratus

At the Shriners, we want every patient and family to come through these doors and feel comfortable and safe, no matter what language they speak.
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Trudy Wong:
As an institution that provides care to children from all over the world, it does happen that we see families whose first language is not English or French. At the Shriners, we want every patient and family to come through these doors and feel comfortable and safe, no matter what language they speak. This is where Stratus comes in. Stratus is a remote interpreting service that we have implemented here at the Shriner's Hospital for Children Canada, to enhance the patient experience. We use Stratus anywhere from clerical functions, such as giving appointments, to interventions with physios, to in-depth assessments with clinicians and doctors.

Trudy Wong:
Ethically speaking, there are many big decisions that families have to make. And we want to make sure that they know what their options are and they get all their questions answered before they provide their consent.

Rochelle Rein:
The beauty about Stratus is that we get all the information from the patient. Because we pride ourselves in being family centered care and patient centered care and we can only deliver the best service if we have all the information. So this makes us truly a team with the family. It's really important that we get the full story from the patient. We want to know perhaps if they have pain or what their challenges are or what their goals are in rehab.

Speaker 3:
I am in first grade. I do find a little bit of difficulties ...

Rochelle Rein:
Maybe there's something in the house that's a challenge or in the school, or maybe they work. So it's really important that we get the full story. And with Stratus, it gives us the opportunity to make sure that we have all the information.

Trudy Wong:
Communication is at the core of everything. And Stratus allows for families to have a sense of relief that they are being understood, they are being listened to, and that they can participate in the discussions about the care for their child. As a social worker, and as a clinician, it's nice for us to see families feel comfortable sharing what their concerns are and feeling the relief that they're being listened to.

Karima:
[foreign language 00:02:38].

Trudy Wong:
Interpreters are available around the clock either through video or audio call. There are over 200 languages available by audio and 37 languages available by video. Stratus makes everyone's lives easier. Be it for the families who are able to express themselves and voice their concerns and their questions to the professionals who know that we're able to do our assessments and intervene in a way that makes sense to everyone.