Faster visits and zero ‘lost in translation’ moments in ophthalmology

About

Filutowski Eye Institute is a leading multi-location ophthalmology practice in Central Florida, specializing in advanced vision correction and surgical eye care. For over 30 years, they have provided world-class care, including LASIK and cataract surgery.

James Toler, Director of Marketing & Sales, oversees the patient experience across the institute’s locations, ensuring that every patient receives clear, high-quality communication regardless of their native language.

The problem

In a high-volume surgical practice, clarity is critical. Filutowski Eye Institute needed to explain complex diagnoses, surgical procedures, and treatment options to non-English-speaking patients without delaying the clinical workflow.

Previously, staff attempted to use generic tools like Google Translate, but the results were inconsistent. As James explains, the limitations were clear:

"Many apps were slow, limited to text-only translation, or struggled with medical terminology and nuanced explanations."

The practice faced three core challenges with their existing methods:

1. Inaccurate medical terminology. Generic apps often failed to accurately convey specific ophthalmological terms, leading to potential confusion regarding diagnoses.
2. Tech instability and delays. Connectivity issues meant that translations would sometimes drop mid-conversation, disrupting the patient experience and extending appointment times.
3. Reliance on third-party interpretation risks. Using human interpreters or family members often resulted in information being filtered, omitted, or unintentionally misinterpreted during the relay.

The institute needed a solution that was fast, medically accurate, and capable of functioning smoothly in a clinical setting.

How they used the app

After testing multiple options, the choice fell on Care to Translate because it was explicitly designed for healthcare environments.

James highlights the ease of the transition:

“Implementation was straightforward. The app is intuitive and easy to navigate, allowing staff to begin using it almost immediately.”

1. Replacing generic tools with medical precision. Staff moved away from general translation apps to Care to Translate’s medically verified library. This gave them the confidence to discuss complex eye conditions knowing the terminology was correct.
2. Direct communication in the exam room. Instead of waiting for a third-party interpreter or struggling with Wi-Fi-dependent apps, counselors and medical staff could use the tool directly on mobile devices to communicate diagnoses and treatment plans in real-time.
3. Streamlined patient flow. The tool was integrated into the daily clinical workflow, used specifically to explain medical conditions and surgical options to patients who otherwise would have required a longer, more disjointed consultation.

The result

1. Shorter visit times. By removing the friction of slow apps and the wait times often associated with third-party interpreters, the practice saw an immediate efficiency gain.
   ‍“Shorter visit times for non-English-speaking patients due to faster, clearer communication between patients and counselors.”
2. Eliminated "Lost in Translation" moments. The most significant impact was the quality of the information exchanged.
   “Care to Translate has significantly improved our ability to communicate directly... rather than relying on third-party interpreters who may unintentionally misinterpret or omit information.”
3. Improved patient experience. Adoption among staff has been strong, and the response from patients has been overwhelmingly positive. The conversations are now more natural, and patients leave with a clear understanding of their medical path.

So in general, how does James summarize the value for the clinic?

“More accurate, direct communication with patients, eliminating ‘lost in translation’ moments common with human interpreters.”

Want to know more?

Curious about how specialized translation can streamline flow in your clinic? Cases like Filutowski Eye Institute show that moving away from generic apps to a medical-grade solution leads to faster visits and safer care.

Get in touch to explore how you can trial our medical translator in your practice.