Principles for High Quality Interpreting and Translation Services REGIONAL EVENT WORKSHOPS. 13th May Leeds Thackray Medical Museum

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1 Four regional events took place in May 2015 REGIONAL EVENT WORKSHOPS 13th May Leeds Thackray Medical Museum 14th May Manchester Kings House Conference Centre 19th May Birmingham Signing Tree Conference Centre 21st May London Friends House, Euston These events were attended by existing and potential commissioners and stakeholder organisations

2 REGIONAL EVENT WORKSHOPS Breakdown of regional event attendees

3 PRINCIPLE 1: Access to services Patients must be able to access primary care services in a way that ensures their language and communication needs do not prevent them receiving the same quality of healthcare as others. Option to use an online system to book primary care appointments Ability to book primary care appointments in preferred language Free at the point of delivery Additional time for interpreted appointments Communication needs recorded in the patient s records A relay (or specialist) interpreter may be needed

4 PRINCIPLE 2: Booking of Interpreters Staff working in primary care provider services should be aware of how to book interpreters across all languages including BSL and to book them when needed. The primary care provider is responsible for ensuring an interpreter is booked Confirmation in advance of the appointment that an interpreter has been booked Interpreters to be registered with an appropriate regulator Primary care practices know how and be able to book interpreters Interpreters to be familiar with medical and health-related terminology All relevant staff to have training about the service Equal weight to be placed on both quality and price

5 PRINCIPLE 3: Timeliness of Access Patients requiring an interpreter should not be disadvantaged in terms of the timeliness of their access. The provider ensures that patients are aware that interpreters can be made available Patients using interpreters not being disadvantaged by waiting unnecessarily longer for their appointments Patients to be made aware of the different types of interpreting available Staff ensuring that patients are always called to stop missed appointments Arrangements allowing a patient using an interpreter to be placed higher up the appointment order if the clinician is running late

6 PRINCIPLE 4: Personalised Approach Patients can expect a personalised approach to their language, communication and access requirements recognising that one size does not fit all. Patients communication needs to be included on their patient record Ability to request the same interpreter, if available Whole episode of care needs considering Use of family and friends as language brokers Use of under 16s as language brokers Bi-lingual staff used as interpreters

7 PRINCIPLE 5: Professionalism and Safeguarding High ethical standards, a duty of confidentiality and safeguarding responsibilities are mandatory in primary care and this duty extends to interpreters. Interpreter s registration and qualifications Information governance and data security duties and training Safeguarding responsibilities and training No carer or advocate duties

8 PRINCIPLE 6: Compliments, Comments, Concerns and Complaints Patients and clinicians should be able to express their satisfaction with the interpreting service in their first or preferred language and using multiple formats (written, spoken, signed etc.) as appropriate. The compliments and complaints procedure to be in patients first or preferred language and in multiple formats Responses to patients to be in their first or preferred language Patients being able to access the complaints procedure directly without promotion from the staff A system being in place that enables patients and clinical staff to complain about the interpreting service

9 PRINCIPLE 7: Translation of documents Patients and healthcare professionals should have timely access to appropriately and effectively communicated documentation that will enable and support their healthcare. Translation of documents free to the patient Patient requests for their summary care records to be translated into their preferred language Documents relating to health in languages other than English being translated into English at the earliest possible time The Accessible Information Standard (1605) requirements Not using automated on-line translating systems or services such as Google-translate

10 PRINCIPLE 8: Quality Assurance and Continuous Improvement The interpreting service should be subject to systematic monitoring for quality assurance and to support continuous improvement to ensure it remains high quality and relevant to local needs. Clear, transparent and auditable accountability and governance processes Training to raise awareness of the role of interpreting Publication of data on complaints and their resolution annually Development of a service Continuous Improvement Plan