Beyond Compliance: How Main Line Health Is Transforming Care Through Language Access with Suzanne Smith

What happens when language access moves from a compliance checkbox to a strategic priority? In part one of this two-part Elevate Care series, host Christin Stanford talks with Suzanne (Sue) Smith, System Director of Patient Experience at Main Line Health, about the evolving role of language services across a five-hospital system outside Philadelphia. Sue walks through how her team reframed language access from a cost center function into an essential clinical tool, one that belongs alongside staff, medicine, and equipment as a core part of care delivery. She shares how Main Line Health doubled its device deployment, the operational and financial ripple effects that followed, and why quality, safety, and patient experience function as a three-legged stool that only stands when every leg holds. The conversation also covers the human side of the equation: reduced staff burnout, stronger trust with patients who use American Sign Language, and fewer patients leaving without being seen. Sue makes the case that language access is not a cost center. It is a bridge for building relationships, supporting staff, and driving the kind of connected care that keeps patients coming back. Key Takeaways Language access works best when it is treated as an essential care tool, not a call-center service or a line-item expense. Doubling device availability at Main Line Health improved communication volume and clarity, while easing pressure on nursing and support staff. Quality, safety, and patient experience depend on each other. When one falls, the whole structure falls. Reliable interpretation reduces reliance on untrained family members or staff, protecting both accuracy and patient trust. Language access touches every part of the patient journey, from registration and wayfinding to discharge paperwork, not only clinical encounters. Strong language services can reduce patients leaving without being seen and support broader operational metrics tied to patient experience. Chapters 00:00 – Introduction to Language Access as a Strategic Priority 01:50 – Sue's Role Leading Patient Experience at Main Line Health 03:00 – From Compliance Checkbox to Shared Commitment 05:24 – Language Services as an Essential Care Tool 08:33 – Balancing Cost Conversations with Care Excellence 12:08 – How the Right Tools Reduce Staff Burnout 15:11 – Trust, Validation, and the Risk of Informal Interpreters 17:20 – Doubling Devices: A Main Line Health Deployment Story 21:07 – Connecting Language Access to Operational Metrics 24:58 – Language Access Beyond the Clinical Encounter 27:02 – A Final Word for Leaders Still on the Fence Meet Suzanne Smith Suzanne "Sue" Smith serves as System Director of Patient Experience at Main Line Health, where she oversees connected care across five hospitals and more than 150 physician practices outside Philadelphia. With over 25 years in healthcare, Sue leads a team spanning patient navigators, EDI ambassadors, spiritual care, and volunteers, all focused on making sure every patient feels seen and understood. Her work centers on building bridges between data and humanity, using language access as one of the clearest expressions of patient-centered care. Explore Solutions for Smarter Workforce ManagementWe're proudly sponsored by AMN Healthcare, the leader in healthcare staffing and workforce solutions. Explore their services at AMN Healthcare.Learn how AMN Healthcare's workforce flexibility technology helps health systems cut costs and improve efficiency. Click here to explore the case study and discover smarter ways to manage your resources!Discover how WorkWise is redefining workforce management for healthcare. Visit workwise.amnhealthcare.com to learn more.About The Show: Elevate Care delves into the latest trends, thinking, and best practices shaping the landscape of healthcare. From total talent management to solutions and strategies to expand the reach of care, we discuss methods to enable high quality, flexible workforce and care delivery. We will discuss the latest advancements in technology, the impact of emerging models and settings, physical and virtual, and address strategies to identify and obtain an optimal workforce mix. Tune in to gain valuable insights from thought leaders focused on improving healthcare quality, workforce well-being, and patient outcomes. Learn more about the show here. Find Us On:WebsiteYouTubeSpotifyAppleInstagramLinkedInXFacebook Powered by AMN Healthcare Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.