Translation Services: Innovation in Translation Workflow, Tools and Translation Workflow, Tools and Processes Nirupama Deshpande
Fast Facts About Kaiser Permanente • Founded in 1945 Founded in 1945 • Headquartered in Oakland, California • • ~ 8 7 million members (6 8 million in CA) ~ 8.7 million members (6.8 million in CA) • ~170,000 employees • ~16,000 physicians 16 000 physicians • 37 hospitals • 611 medical office buildings 2
What drives translation of documents? • Written Language Preference Needs of our Membership Membership • State & Federal Regulations protecting the rights of Limited English Proficient individuals to of Limited English Proficient individuals to Language Access. • Certain vital documents are translated reactively Certain vital documents are translated reactively based on member request & and also proactively based on the membership / p y p demographics in a certain area. 3
California Member Language Preferences Written Language Preference: Written Language Preference: All Languages All Languages Non-English Only Non English Only SPANISH CHINESE VIETNAMESE TAGALOG ENGLISH OTHER RUSSIAN KOREAN PUNJABI HINDI 2% 1% 1% 1% 1% 4% 9% 13% Spanish 73%77% 91% 4
Translation...the old way • "I need to get this translated into S Spanish!" i h!" • "Does someone on my staff speak Spanish? Can they translate it?" • "How about my interpretation vendor - can y p they translate it?" • "It's going to cost HOW much??" It s going to cost HOW much?? 5
The Perfect Storm • Increasing regulatory attention to translation of documents • Increasing demand for translated materials materials • Increasing need to maximize efficiency and create standards for translation and create standards for translation 6
Translation infrastructure Objectives • Standardizing use of preferred pool of translation vendors for performing translations translation vendors for performing translations • Discouraging use of non-qualified/non contracted resources for performing translations contracted resources for performing translations • Not paying for the same content to get translated over and over again and paying translated over and over again and paying different prices for the same service • Not confusing members by saying one thing in Not confusing members by saying one thing in different ways (and not knowing it) 7
What we needed to get started? • A process to recruit, qualify, choose and manage professionally competent qualified professionally competent qualified translators/agencies who can translate medical content • Tools & Resources to aid the translation and quality control processes during translation • A process to reutilize content, for quality assurance, consistency and savings over time. • Communication & promotion of these quality standards to drive consistency & efficiency in translations translations 8
9 Recruitment of qualified resources for performing Translations
Qualifying Translation Vendors The KP Stakeholder team embarked on a Request for Proposals (RFP) process to identify & qualify preferred vendors to complete the required t translations. This process is executed every 2-3 years, to refresh the l ti Thi i t d 2 3 t f h th pool of preferred vendors • Identified endors thro gh internal stakeholders and ind str research Identified vendors through internal stakeholders and industry research • RFP included extensive questions on quality assurance, customer service, healthcare experience, etc. Each RFP completed three rounds of screening: 1st round: Scored paper screen of RFP 1 t d S d f RFP 2nd round: Review of submitted sample translation 3rd round: In person meeting with vendors Finalize vendors for contractual agreement and initiate contracting process On contract execution, orient vendors on KP Translation tools & processes 10
11 Translation infrastructure Quality y Workflows, Tools & Resources Q
Language Glossaries Purpose: • To provide appropriate definitions and translations for the • To provide appropriate definitions and translations for the terminology used in the Kaiser Permanente context. • To help promote consistency of terminologies across translated documents, provide better understanding of the terminologies to the translators and at the same time enhance reader understanding. enhance reader understanding • Glossary formats: excel & online • Glossaries can be accessed online via KP intranet • Languages: Glossaries available in 8 languages • Updates: Glossaries are updated periodically to include new terms from newer translation projects terms from newer translation projects 12
13 Terminology Database
Language Style Guides Purpose: • • To give guidance on language usage and establish a To give guidance on language usage and establish a standard for clear and consistent translation. • To give translators standard linguistic guidelines, which g g g , highlight the conventions and linguistic issues related to the translation of Kaiser Permanente documents, e.g. use of formal vs informal tone formal vs. informal tone. • Style Guide format: PDF • Includes: Kaiser Permanente Brand Voice Guidelines, Target , g Language Stylistic Guidelines & Reading level of translated documents 14
Quality monitoring Tools & Resources Tools & Resources: KP editors, KP quality metrics checklist Purpose: Purpose: • To improve the quality and consistency of linguistic and translation evaluations and enhance evaluation capacity t targeted to specific evaluation tasks and approaches. t d t ifi l ti t k d h • Also used for auditing Translation vendor translations annually by KP editors annually by KP editors. • Format of checklist: excel • Includes classification of errors in the minor, major & critical categories based on risk & safety to patient care. Translation errors in the categories of accuracy, style, grammar inconsistent terminology meaning can be grammar, inconsistent terminology, meaning can be classified as minor, major or critical 15
Translation request Form Purpose: • To collect and summarize all necessary information required To collect and summarize all necessary information required before starting any translation work • Captures prerequisites required for generating a price quote p p q q g g p q • Format: Word & online • A quote request can be initiated with the preferred vendors by completion and submission of the online form • Includes information about desired languages, turnaround time, delivery format invoicing information Vendor choice etc delivery format, invoicing information, Vendor choice etc. 16
Online Translation request form 17
Translation Memory Purpose: • To allow translators to leverage previous translations. g p Translation memory is a tool built around a database that "remembers" what the translator has translated before, and uses that knowledge to help the translator translate future text that knowledge to help the translator translate future text. • To promote consistency in translation by offering leverage from it's resource pool of past translations, makes translations faster and 80% more cost efficient, and thus helps accelerate the overall translation process. • Format: tmx/ txt • Format: .tmx/.txt. • Available in multiple languages. Every language TM is attributed • Shared within the preferred vendor framework for maximum Shared within the preferred vendor framework for maximum leverage and access to pre-translated content 18
Translation Services Document Workflow- High level d. Vendor: Complete OPTIONAL c. Vendor : Quote Translation of KP Requester: Use Proposal for approval documents using KP Translation Services to and returns to initiate tools t l initiate Translation translation request request a. KP Requester: Initiate Document Translation request h. KP Requester f. Vendor: Incorporate OPTIONAL submits payment to editor feedback and e. KP Requester: vendor produce final Coordinate third party d li deliverable and Invoice bl d I i review of translations g. Vendor: Update g. Vendor: Update Project Translation Memory and Glossary 19
Translation Services Workflow: Detail Step What You Need To Do A. Requester sends source documents to the q • Submit project details to translation vendor using p j g Translation Vendor/or to Translation Services at Translation Request Form* or via email. Translation.Services@kp.org with project details • Documents with member specific information are on expected delivery formats, mode of delivery, email encrypted or transferred to the vendor via a expected turnaround time, and requested secured FTP (SFTP) server. languages OR Alternatively requester can also languages. OR Alternatively requester can also submit Translation request to the translation vendor using the Translation Services online request form B. Vendor reviews request and provides Quote • Review the Quote Proposal from the vendor and Proposal for approval. Requester must return approve or amend as needed. proposal to initiate translation C. Vendor completes translation using KP glossary, • Be available to address questions from the translation memory and style guides Translation vendor, if needed. 20
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