Captioning >> Medical services

In British Columbia, Hard of Hearing patients and their health care providers can utilize
Communication Access Realtime Translation (CART) services through the Provincial Language
Services (PLS). CHHA-BC is pleased to have advocated successfully for this service. CART
offers immediate verbatim streaming of voice to text transcription during a medical appointment.
Learn more on how to book CART for your next medical appointment here:

1) What is the typical process to request CART for a doctor’s appointment?

• The patient requests CART services through their health care provider (HCP).
• Requests need to be made by an HCP through Provincial Language Services (PLS)
  during business hours: Monday-Friday, 8:00 AM – 4:00 PM. PLS contact: 604-297-8400
  or 1-877-BC Talks (228-2557).
• PLS will confirm the Streamtext link with the HCP when the captioner is booked.

2) How far ahead of the appointment does the CART service need to be booked?

• Ideally, CART service should be booked 1-2 weeks ahead of the appointment.
• If urgent and within booking business hours (Monday-Friday, 8:00 AM – 4:00 PM.),
  CART may be available up to 2 hours prior to the appointment.

3) What is the availability of CART?

• CART is available 24/7 if booked in advance during PLS business hours.
• It is available for virtual health visit or on-site appointments.
  o On-site: using the HCP’s laptop or tablet connected to the stream text link
  o Virtual health visit: through health care provider’s platform.
• CART is only available for those appointments covered by your Medical Services Plan
  (MSP). Check service eligibility for more information.
• CART is not available for private medical services (e.g. private dentist, massage,
  PT/OT).

4) Why should professional CART providers be used versus computer-generated captions?

• Medical situations are complex and sensitive situations requiring accuracy of the
  content. CART is more accurate than those that are generated by artificial intelligence
  (AI) or automated processes. The live captionist can pause or interrupt a conversation to
  ensure what was said is transcribed correctly. Automated captions do not have this
  ability. Furthermore, it is essential that CART services be secure, and that no
  confidential information is stored.

5) Can patients or family members record/snap pictures of the transcript or obtain a copy of the
transcript for note taking purposes?

• No, due to privacy and confidentiality concerns.

6) For Deaf-Blind or visually impaired patients, can the font size of the transcript be adjusted?

• Yes, on Streamtext, the font type, size and background can be adjusted although
  there are limits to what can be done on Zoom and other virtual platforms.

For further information please visit the PLS website: http://www.phsa.ca/our-services/programs- services/provincial-language-services/deaf-deaf-blind-hard-of-hearing