Mrs Lauren D'Arcy1
1St John WA, , Australia
Biography:
Working in various roles in frontline patient care, Lauren is a passionate advocate for improving access to emergency care to meet the diverse needs of the community. She has overseen the implementation of Convo Virtual Remote Interpreting across Ambulance Operations and Urgent Care Centers.
Abstract:
Introduction: Due to systemic under‑reporting of Deafness in prehospital care, St John WA (SJWA) sought a community‑informed technology solution to reduce miscommunication, diagnostic error and improve patient safety across Ambulance and Urgent Care environments. This solution addresses long‑standing health inequities experienced by Deaf patients and supports National Safety and Quality Health Service (NSQHS) standards concerning high‑risk population identification, effective communication and consumer partnership.
Method: Following consultation with community leaders, SJWA partnered with Convo Australia — a Deaf‑owned, 24/7 Video Remote Interpreting (VRI) service. Priority access to certified VRI was piloted on Urgent Care iPads, with connectivity enhancements completed before full rollout to ambulance services via iPads and QR codes. Implementation relied on executive support, community engagement, and workforce training. Convo maintains privacy through established ethical and privacy standards, while SJWA retains responsibility for patient confidentiality.
Results: More than 30 hours of real‑time interpreting have been provided since January 2024 with Deaf community outreach service strengthening trust and utilisation. Paramedic feedback:
– “My Convo app was used [twice] at Midland hospital triage. The triage nurse was very excited, said it was very accurate, fast and helpful.”
– “A 5yo female patient who swallowed a 20c piece was in a lot of distress. Mum was deaf and being able to communicate quickly, effectively and respectfully made a huge difference.”
Conclusion: This digital tool enhances clinical decision‑making, reduces safety risks and supports equitable care. A national first for Ambulance, SJWA’s VRI service is being considered by other WA emergency services.