Language barriers in the operating theatre are more than a communication problem—they are a systemic source of inequality that can undermine patient safety, erode trust, and worsen outcomes. As hospitals increasingly turn to new interpreter solutions such as artificial intelligence and remote video interpretation, these technologies are rapidly becoming part of routine surgical care. Yet decisions about adopting them are often made without a clear understanding of how patients experience these tools, or whether they see them as substitutes for human interpreters or as supports to existing care.
An example of these emerging technologies comes from No Barrier, a provider of AI-powered medical interpretation services. The company has had evaluated, through independent academic assessment, its AI medical interpreter technology, focusing on how the platform can improve patient language access in surgical settings.
The AI approach is grounded in a modified technology acceptance model (TAM) that assesses patient perspectives through perceived usefulness and ease of use by incorporating emotional resonance, cultural alignment, and trust in their preferences across the interpretation delivery methods.
The TAM assessment indicates that flexibility and choice are the top findings across patient experiences. This emphasizes the need for both modality options, given that each demonstrates different strengths.
Remote Video Interpretation (RVI) was preferred in emotionally sensitive or high-stakes conversations, whereas No Barrier’s AI interpretation was valued for its instant and private translation abilities, with patients sharing the sentiment that, “A combination would be ideal”, reiterating option desirability.
New research
The research, conducted at Mass General Brigham, has evaluated the use of an AI medical interpreter in surgical settings to better understand its impact on patient language access and care delivery. The focus was on assessing operational efficiency in real-world clinical workflows for Spanish language speakers.
The findings suggest that increased flexibility and patient choice were key themes across patient experiences when AI-supported interpretation was available.
For the study, researchers recruited 23 adult patients with Spanish language preferences using purposive sampling from the Department of Surgery at Brigham and Women’s Hospital, and explored Spanish-speaking surgical patients’ perceptions of varying modalities inclusive of both No Barrier’s AI-based interpretation platform and Remote Video Interpretation technologies.
The outcome was that patients do better when they have clear, accessible options that reflect their needs, preferences, and realities. The advantage of a hybrid approach is through recognising that one model does not fit everyone and allows care to meet people where they are.
A further benefit is when patients feel heard and have choices, engagement improves and outcomes follow.
Overall, the data indicates that No Barrier’s selection as a modality variable reflects the notion that language access should not be treated as supplemental, but as critical to care processes. The findings appear in the New England Journal of Medicine, titled “Artificial Intelligence for Language Access in Surgical Care: Patient Preferences and an Implementation Framework”.
