AMISTAD Community Health Center

AMISTAD serves a diverse, predominantly Spanish-speaking population. After hours, calls went to an English-only answering service, so many patients could not get help in their own language. Preventive screening reminders had the same gap, and the health center’s UDS quality reporting depends on those screenings being completed.

Two agents work in the patient’s preferred language, with the health center’s care team taking every clinical question. After hours, the agent answers in the caller’s language, captures the reason for the call and books routine visits; callers describing an emergency are told to call 911, and symptom questions go to the on-call clinician by rule. For preventive screenings such as mammograms, colonoscopies and A1C tests, the agent contacts patients in their preferred language and books the visit, and care team staff follow up with patients who need more than a booking.

After-hours calls are answered in the caller’s language, with routine visits booked and symptom questions routed to the on-call clinician. Screening outreach reaches each patient in their preferred language, with the visit booked during the call.