International Reception in Ophthalmology

Context

The ophthalmology department at HUG welcomes a large number of patients every year, presenting a wide range of pathologies. Given Geneva’s international character, a significant proportion of these patients come from abroad and face language-related comprehension difficulties. A multilingual, adapted reception is essential to ensure optimal care, foster treatment adherence, and improve the overall patient experience.

Project

Creation of a dedicated international reception area for ophthalmology patients, providing multilingual tools (brochures, practical information) and enhanced support for international patients, addressing their specific needs.

Where do we stand ?

March 2026 : The International Ambulatory Patient Office in Ophthalmology project aims to improve the reception and care of international patients at the ophthalmology department of the HUG, in a context marked by significant linguistic and cultural diversity. An in-depth needs assessment was first conducted, highlighting frequent reliance on interpreters and substantial costs related to language barriers.
Based on this assessment, a structured strategy was developed around three complementary axes: digital support for medical teams, digital support for patients, and improvement of the physical reception environment. Multilingual signage was designed, international information materials were selected for waiting rooms, and a specific ophthalmology version of the medical translation software BabbelDr was developed in collaboration with its designers.
While some pilot actions had to be postponed due to the clinic’s relocation, all tools are ready to be deployed once the infrastructure has stabilized, as the ophthalmology department will be moving in the coming weeks.

Project Manager

Professor Gabrielle Thumann, Chief Medical Officer, Department of Ophthalmology, Clinical Neuroscience Department, University Hospitals of Geneva & Full Professor, Department of Clinical Neurosciences, Faculty of Medicine, University of Geneva