Policies & Procedures

Optimum and proper use of Interpreter services

It is essential that interpreters are present in the following situations:

• admission;
• medical histories, assessment and treatment plans;
• medical instructions;
• consent for surgery, treatments or research;
• pre & post-operative instructions;
• psychiatric assessment and treatment;
• counselling;
• psychological assessment;
• discharge procedures including instructions, medications, community resources;
• speech therapy;
• sexual assault, physical and emotional abuse;
• terminal illness/bereavement counselling;
• explanation of medication;
• mental health review tribunals and magistrate hearings;
• health education and promotional programs.

Standard Procedure for the Use of Health Care Interpreters

Please refer to the NSW Health Policy Directive PD2006-053 - Standard Procedure for use of the Health Care Interpreter Service. This circular contains information about using Interpreters and the situations that they should be used in.

What you can do to enable NESB clients to exercise their rights

All patients/clients of SWSLHD who have language difficulties have the right to an interpreter. Implementing the following policies in your Service will enable them to exercise their rights:

• Multilingual signs to be displayed in public areas
• All health facilities should display the telephone number of both HLS and TIS for appropriate use by both clients and staff

Consent for Surgery

It is imperative that an interpreter is present to ensure patient consent and understanding when a recommendation for surgery or other treatment is communicated to a non-English speaking person. The consent form, signed by a non-English speaking patient, must contain a statement signed by the Health Care Interpreter. It must indicate that the interpreter has relayed the information to the patient, and the patient has understood this information. Bilingual consent forms should be used where applicable, but these should not replace the use of personal communication by a Health Care Interpreter. The procedure to be used in consent situations is available for viewing and downloading.

Emergencies when interpreters are not available

In case of emergency when a Health Care Interpreter is unavailable and a non-professional interpreter is used, the HCIS should be called for a follow-up as soon as possible to ensure accurate information has been communicated.

• Interpreters require access to wards and clinical areas to enable clients' continuing needs to be relayed to staff.

Recording

Please observe the following procedures when a NESB patient/client is admitted.

• The language spoken by your NESB patient/client is to be prominently recorded on their records.
• Admission clerk or appropriate health care worker should place an 'Interpreter Needed' sticker on the file.
• Interpreters should have access to NESB patient/client records to document their attendance and any information relevant to the purpose of the visit.

Procedure at Discharge

A Health Care Interpreter should be present when discharge instructions and medications are given. The patient/client should be informed, through the interpreter, of appropriate community services available after discharge. Examples include:

• Location of Early Childhood Centres, particularly those which have block bookings with interpreters
• Multicultural Health Workers
• Ethnic Welfare Agencies
• The telephone number of Health Language Services.

How to Work with Interpreters

The following points may assist you when you work with an interpreter:

• Whenever possible, brief the interpreter on arrival and obtain any relevant cultural information;
• Whenever possible arrange seating to facilitate direct communication with your client/patient;
• Address your client/patient directly, maintaining eye contact;
• Reassure the client/patient that all information given in the interview remains confidential;
• Maintain control. If family members are present, do not allow them to take over the interview;
• Please speak in clear, short sentences-avoid professional jargon;
• If possible/necessary, de-brief or ask for any feedback from the interpreter after the interview.

Counselling with Interpreters

In the pre-interview briefing session it is essential that the following occurs:

• brief the interpreter about the case;
• establish the objectives for the interview;
• obtain cultural background information from the interpreter;
• establish the mode of interpreting (consecutive, simultaneous).

At the beginning of the interview:

• arrange seating to facilitate communication between yourself and the client/patient;
• introduce everyone and establish roles;
• establish ground rules speaking through the interpreter to the client/patient;
• maintain eye contact with the client/patient, if culturally appropriate;
• use the first person;
• speak slowly and clearly but naturally;
• avoid jargon.

If control slips in the interview, stop straight away and re-state the ground rules. Summarise your discussion periodically throughout the interview to ensure understanding of what is being said.

• de-brief the interpreter
• obtain any clarification about issues raised during the interview
• give the interpreter the opportunity to vent any feelings they may have after the interview.

If you would like more information about working with interpreters, please contact the  Interpreters, Health Translations Unit, Research & Training Manager, on 8738 6805. We have videos and other resources available to help you.