LanguageLine Solutions. Introduction and Brief Service Overview for Central London Community Healthcare NHS Trust

Transcription

1 January 2015 LanguageLine Solutions LanguageLine Solutions Introduction and Brief Service Overview for Central London Community Healthcare NHS Trust

2 Contents 1. Introduction Background to LanguageLine Solutions Accessing the Service Making a face-to-face or BSL interpreting booking Accessing Telephone Interpreting Services Supporting Materials Account Management Management Information Savings and Efficiency Contact Details

3 1. Introduction Hello and welcome to LanguageLine Solutions (LLS) - your new provider of interpreting services. LLS has been supporting organisations such as yours for over 20 years. This document aims to give you an overview of our organisation; what we do and why we do it and, of course, how you use the services. It includes a brief description of the processes and features that differentiate LLS within the world of interpreting and helps to demonstrate why organisations such as yours choose LLS to support and work with them. We hope that this document provides you with some useful information and answers some of the questions you may have about the service. If you have any further questions or, indeed, any feedback about the service, please get in touch with your Account Manager. Contact details can be found in section 5 of this document. We sincerely look forward to working with you and very much hope that you enjoy using the service. 3

4 2. Background to LanguageLine Solutions LLS is a leading global supplier of interpreting services, with an operational supply structure that includes over 13,000 qualified and experienced linguists supporting our clients in the central government, local government, healthcare, police and social housing sectors. Originally established in 1990, LLS has been supporting organisations across the UK for over twenty years and is a named supplier on many of the UK s leading frameworks, including the Crown Commercial Services (formerly Government Procurement Solutions), NHS Shared Business Services and HealthTrust Europe agreements. Through these simple and compliant contracts LLS provides a wide range of NHS clients with a comprehensive suite of language support services. These clients include: University College London Hospitals NHS Trust, London North West Healthcare NHS Trust, St Georges Healthcare NHS Trust, Kings College London Hospitals NHS Trust, Croydon Clinical Commissioning Group, NHS Islington, Sheffield Teaching Hospitals NHS Trust, University Hospitals of Coventry and Warwickshire NHS Trust, Royal Liverpool and Broadgreen NHS Trust, and most recently, Central London Community Healthcare NHS Trust. LLS is also the trusted supplier for emergency services, providing telephone interpreting for the majority of police forces and ambulance services throughout England and Wales, along with faceto-face interpreting for the police forces of Thames Valley, Essex, Hertfordshire, Bedfordshire, Hampshire and Surrey. As corporate members of the Institute of Linguists (IoL), the Institute of Translation and Interpreting (ITI), the Association of Translation Companies (ATC) and the Association of Sign Language Interpreters (ASLI), LLS employs rigorous recruitment and selection techniques for all linguists to ensure they meet and maintain the high standards demanded by LLS and its customers. To facilitate this we have the largest dedicated Language Resources Team in the industry, which works continuously to ensure that LLS customers have constant access to a network of high quality, experienced and security cleared interpreters in order to meet their specific needs. Security is one of LLS cornerstones. In order to protect all service stakeholders and ensure the safety of vulnerable groups, LLS completes a range of checks on individuals applying to become part of the LLS linguist network. We carry out the following checks for all interpreters and translators: Proof of identity Eligibility to work (including relevant visa documentation) Employment history Verification of professional memberships/qualifications Two written references (employment/educational references preferred, personal references accepted where these are unavailable) Our highly trained staff will only accept identification proofs that are deemed acceptable by the Disclosure and Barring Service, and they are experienced in the verification process to minimise the risk of accepting fraudulent documentation. All interpreters based within the UK undergo an enhanced DBS check prior to completing any work for LLS. Globally based telephone interpreters are subject to background checks that assess activity going back at least seven years, and include a criminal record check. This screening is conducted by an independent professional agency which specialises in the verification of task- 4

5 specific credentials and experience. The details of all disclosure checks, including the reference number and date of completion, are retained on each interpreter s database record. Interpreters are also offered the opportunity to participate in various professional development programmes throughout their relationship with LLS. These training programmes, conducted by expert facilitators, incorporate guidance and role play exercises designed to ensure interpreters maintain their knowledge and experience of how to manage situations that involve children and vulnerable adults. As part of the recruitment process, linguists must agree to a rigorous Code of Ethics which outlines their responsibilities as an interpreter before they are accepted to work for LLS. This ensures that they are aware of the sensitivity associated with much of the work that they will undertake, and crucially, the standards they are expected to maintain in such situations. Topics covered within these agreements include: Confidentiality Accuracy & completeness Impartiality Conflict of interest Disqualification & impediments Professional courtesy Professional development Standards of conduct Business continuity is another area that differentiates LLS within the interpreting industry. As the supplier of choice for emergency services, hospitals and primary care providers, LLS takes continuity of service very seriously and has invested heavily in its ICT infrastructure in order to guarantee service availability 24 hours a day, seven days a week. Uniquely within the industry, LLS operates call centres in six international locations, has automatic service back-up and call re-routing facilities, and does not utilise mobile phones or Skype in the provision of services. All telephone interpreters are contacted via a pre-defined landline number and are unable to accept assignments via a mobile phone or any alternative number. Telephone lines are tested regularly to make sure they are of the required quality and not experiencing any fault. Our strong understanding of the requirements and challenges facing organisations within the NHS and our commitment to working in partnership, along with our unique implementation function, ensures that any transitional process is smooth and efficient, that any potential burden for the client is removed, and that the solution delivered meets requirements from day one. Further to this, our dedicated, on-going account management team will ensure that resources and strategies are applied to any contract throughout its term to ensure continuous improvement, increased efficiency, minimised clinical risk and a better patient experience for the local community. 5

6 Defining Elements In summary, working with LLS provides: A trusted supplier, with many years experience of providing language solutions to NHS organisations; where service, quality, implementation and cost improvements have been consistently delivered with outstanding results A comprehensive and flexible range of services to meet all client requirements Access to the largest Language Resources team in the industry, working consistently to source the highest quality linguists matched to the needs of each client Unrivalled business continuity and service back-up facilities Dedicated and professional account management, providing support from day-to-day queries through to strategic client objectives Established onsite implementation programmes based upon Prince 2 delivery principles, which are proven to remove the burden of transition and ensure that all stakeholder needs are identified and incorporated into the LLS solution from day one Tailored support from all areas of the LLS business; from customer support and booking coordination, through to the LLS Executive team ensuring delivery is maintained at every level Thorough training and staff awareness programmes, tailored to the specification of the client organisation and the needs of individual users Innovation based upon process development and efficiency gains, in addition to continual investment in technical innovation as standard A genuine partnership approach, based on effective and open communication, and a solution built to meet and adapt to the client s changing needs whilst always contributing to a positive and safe patient experience 6

7 3. Accessing the Service 3.1 Making a face-to-face or BSL interpreting booking LLS has a UK based co-ordination centre dedicated to processing bookings 24 hours a day, 365 days a year. This allows LLS to fully cater for both advance bookings for scheduled appointments and urgent or emergency bookings that require immediate attention. Face-to-face and BSL interpreting bookings can be made via LLS user-friendly online booking management system. The system is simple to use, secure, and ensures that all information required to make the booking is captured directly from the staff member making the request. Typically this information includes: Language required Date and time of booking Estimated length of booking Assignment location Contact details of requester Gender specific detail (if required) Other information for example customer reference point or information pertinent to the booking The different options for arranging a face-to-face or BSL interpreting session can be seen in the below diagram. 7

8 3.2 Accessing Telephone Interpreting Services LLS supplies a flexible service that provides immediate access to telephone interpretation in over 200 languages and dialects at any time of the day or night. No specific equipment is required to access the service. Service users are provided with a telephone number and access code. This enables connection to one of LLS live call agents in the dedicated response centre for UK calls The LLS call agent will then connect an appropriate interpreter to the caller, before dropping out of the call. The caller may brief the interpreter before beginning the conversation. LLS advanced call centres have the capability to accommodate two-way and three-way calls depending on the client s requirement. The LLS call agent can take the telephone number of a third party and conference an additional individual into the call at no additional cost if required. The diagram below illustrates the call flow process. 8

9 3.3 Supporting Materials In consultation with existing healthcare clients, LLS has developed an extensive library of standard and bespoke marketing materials related to the face-to-face interpreting service. Any requirements for materials can be discussed with your main contacts at CLCH. Dual branded materials Tailored to the exact needs of users. This included user guides, quick access guides and language identification cards. Language Identification Posters Typically placed in areas like waiting rooms and reception areas to assist staff and make limited English speakers aware of the service. Language Identification Card A DL sized concertina that is designed to assist with language identification and can be kept at reception desks or carried by ward staff. Training videos/cd An audio/visual based tutorial that can be utilised for cascade training amongst staff. Telephone Stickers Stickers that highlight the free-phone telephone number that staff would use to access services, along with the specific site or department access code. Web Booking Guidelines - A document that details the process of booking a face-to-face interpreter via the online booking portal. Featuring screen-shots and a simple step-bystep guide to the information required in order to make a booking. Using Interpreters Effectively - A document containing hints and guidelines for working effectively with interpreters. Ensures that users have the confidence to interact appropriately with the interpreter. By promoting the efficient use of linguists, use of the guide can reduce the time taken to complete the assignment, and therefore the overall cost of the service. Quick Reference Guide A tailored document that provides information relevant to interpreting services. 9

10 4. Account Management As with all large LLS client organisations, a single dedicated point of contact has been appointed to provide contract and account management support across all the required services. The Account Manager for the CLCH account will liaise directly with key stakeholders and commissioners at the Trust, providing a direct point of contact at LLS. The Account Manager also works closely with the Trust to ensure that the service is working as effectively as possible, that any issues are investigated and dealt with in a timely manner and that any service improvements, developments, requirements and innovations are discussed, explored and introduced where appropriate. 4.1 Management Information As part of the service, LLS provides comprehensive management information on a monthly basis which details the assignments undertaken, the calls made, the languages supplied and the usage statistics that relate to these. The information provided ensures that the Trust is fully aware of its demand profile and can build an accurate and up-to-date picture of the demographic profile of the area that it serves. One of the roles of the Account Manager is to work with the Trust to ensure that the information delivered meets the requirements of the Trust. 4.2 Savings and Efficiency LLS is dedicated to the development of services and innovation in technology. The drivers behind this are primarily to provide cost reduction and quality enhancement for LLS customers, whilst enhancing access to services for limited English speakers and others that require support. Throughout its history, LLS has been responsible for developing solutions which have helped customers to streamline their operations and improve the language support provided to end users. LLS recognises that service development does not come solely from technology advances, and that often the most beneficial innovations are related to process improvement, rather than exclusively technical development. As a result, the organisation is experienced in working with customers to introduce innovation into the processes that determine how services are commissioned and delivered to help enhance quality and increase savings. As with all new clients, our Implementation team is currently devising a training and awareness programme in-line with the wishes of the individual departments to ensure that all service users are aware of the policy in this area, are familiar with how to use the service, and the situations in which it will be most appropriate. Rather than having a negative effect on the limited English speaker or end-user, organisations taking part in these programmes have found that they are able to eliminate wastage and maximise their budgets, therefore improving the access to language support for limited English speakers and making their access to services more comparable to that of native English speakers. 10

11 5. Contact Details Implementation Contact Name: Title: Address: Les Somerville Business Development Manager LanguageLine Solutions 25 th Floor 40 Bank Street London E14 5NR Telephone: Mobile: Website: Account Manager Name: Title: Andrew Johnson Regional Business Manager Telephone: Mobile: