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A Good Practice Guide -Interpreting and

Translating Services

The one stop CENTRE for all your communication/language support

needs!

April 2015

UJALA RESOURCE CENTRE

ST. PETERS HC1st FLOOR

SPARKENHOE STREETLEICESTER

LE2 0TA TEL: (0116) 295 4747

FAX: (0116) 295 7015E-mail : [email protected]


Ujala Resource Centre2

CONTENTS4 Foreword

5 Acknowledgements

6 Introduction Introduction

9 Ujala Resource Centre - History10 Ujala Resource Centre Publicity Leaflet11 Tips on Serving The Multi-Lingual Client13 A Word About Definitions

Language Information15 Rough Guide To Languages by Country22 Languages Provided by Ujala Resource Centre

Interpretation Services23 Why Do I Need An Interpreter24 Criteria for using interpreting services26 Booking An Interpreter and The Procedure28 Protocol For The Use Of Interpreters30 Standard for Interpreting32 Quality Standards

Sign Languages Services

33 Booking Procedure for Sign Interpreters

Language Line – Telephone Interpreting Services35 When should a Telephone Interpreter be Used36-39 Booking procedure For Access To Telephone Interpreters

VISTA Services40 Booking procedure for Guide Communicators

Translation Services

43 Criteria for requesting translation45 Protocol for Requesting Translation

Appendices

47 Interpretation Booking Form48 Assignment Form50 Evaluation Form51 Translation Booking Form53 Procedure for Booking Interpreters

Ujala Resource Centre

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FOREWORD

The Ujala Resource Centre - Good Practice Guide for Interpreting is intended for all communication/ language support within the health sector across Leicester, Leicestershire and Rutland.

Our aim is to:

Facilitate fair and easy access to health services for our resident population.

Help to ensure that staff are able to respond effectively to the communication needs of clients whose preferred language is not English.

Establish and implement procedures for obtaining assistance from an interpreter through the Ujala Resource Centre.

The content of the manual sets out clear ideas and expressions about how to use an interpreter or book a translation job as well as protocols and procedures regarding sign interpreting and telephone interpreting.

We hope that the provision of a central and accessible source of information will support all users of the services, provided by our Centre, more effectively and efficiently. In conclusion, any suggestions and comments are very much welcomed and valued to maintain the ongoing quality of this manual/services.

ACKNOWLEDGEMENTS


It took a great deal of time and effort to put together a manual like this. Many people of the Ujala team contributed to the content and design of this manual while others provided encouragement and continued support throughout the journey of making it. Without a doubt, it would have remained just another interesting idea had it not been for the combined efforts of the Ujala team.

INTRODUCTION


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Leicestershire Partnership NHS Trust is committed to ensuring that the needs of the diverse population are met by culturally responsive health service. People experience culturally responsive service when:

A local resident whose preferred language is not English, has learnt about health services through the patient prospectus. He/she approaches a health centre seeking help with a health problem and is assisted by someone who is able to address her communication barriers.

An asylum seeker is able to register with a GP through video

conferencing.

Through its local delivery plan and budget planning processes Leicestershire Partnership NHS Trust ensures adequate resources are available to assist people whose preferred language is not English to access appropriate interpreting and translating services.

Meeting the Increasing Challenges The emerging Governments agenda recognises the importance of social exclusion, social justice, community cohesion and good community and race relations. In Leicestershire Partnership NHS Trust it is essential to develop a framework of standards geared towards meeting the communication support and language needs of its diverse population. The legislative and policy changes about interpreting, translating and communication support are as follows;

The Equality Act 2010t brings together all previous equality legislation in England, Scotland and Wales. The Act includes a new public sector equality duty (the equality duty or the duty), replacing the separate duties relating to race, disability and gender equality. The duty came into force on 6 April 2011.

Purpose of the general equality duty

The general equality duty therefore requires organisations to consider how they could positively contribute to the advancement of equality and


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good relations. It requires equality considerations to be reflected into the design of policies and the delivery of services, including internal policies.

The general equality duty is set out in the Equality Act 2010 (the Act).

In summary, those subject to the equality duty must, in the exercise of

their functions, have due regard to the need to:

Eliminate unlawful discrimination, harassment and victimisation and other conduct prohibited by the Act.

Advance equality of opportunity between people who share a protected characteristic and those who do not.

Foster good relations between people who share a protected characteristic and those who do not.

Protected characteristicsThe Equality duty covers the following eight protected characteristics: age, disability, gender reassignment, pregnancy and maternity, race, religion or belief, sex and sexual orientation. People with those characteristics are referred to as protected groups. People who are considering, undergoing or have undergone gender reassignment are referred to in this guide as transsexual people. The duty also covers marriage and civil partnership, The previous duties covered race, disability and gender.

Benefits of the equality dutyCompliance with the general equality duty is a legal obligation, but it also makes good business sense. An organisation that is able to provide services to meet the diverse needs of its users should find that it carries out its core business more efficiently. Overall, compliance can lead to services that are more appropriate to the user, and services that are more effective and cost-effective. This can lead to increased satisfaction with public service


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We hope that this Good Practice Guide will not only be useful as a resource, but that it will also go some way towards encouraging you to provide an effective service by using, interpreters and translators. Vision Ujala Resource Centre is committed to enhancing access to health providers for our linguistically and culturally diverse patient population through professional interpretation, translation and cross-cultural communication.

Goals To ensure effective communication between the healthcare provider and our patients whose preferred language is not English. To be a resource for multi-cultural communication for health providers.

Value of Services

Commitment to principles of access and equity.

Recognition of the diversity of our population whose preferred language is not English and their needs.

Recognition of the importance of engaging with community

groups and working in partnership with healthcare professionals.

Commitment to providing services, which are sensitive and

responsive as far as practicable to the particular circumstances of individuals.

The service is aimed at meeting the needs of clients from all

backgrounds.

Using public resources effectively through a user-responsive approach to service delivery, which meets the needs of clients.

Operate a transparent service with mechanisms for public

reporting.


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HISTORY

The Ujala Resource Centre was set up in May 1992 at Charnwood Health Centre (now the Merlyn Vaz Health and Social Care Centre) as a part of The Fosse Trust, to cater for the requirements of Leicester’s growing multi-ethnic population. The name Ujala was adopted as a result of a competition on radio to suggest an appropriate name for such a centre. ‘Ujala’ means “light” in 4 Asian languages.

Originally the population served by the Resource Centre was primarily Asian but this has changed steadily over the years. Leicester is becoming increasingly diverse and we now serve communities such as the Somalian community, Polish community, the Serbo-Croat and Slovak speaking communities and many more. Over the years, we have extended our services to keep pace with the growing needs of the diverse population of Leicester, Leicestershire and Rutland. Other than our main Interpreting services, we also arrange British Sign Language Interpreters through Communication Plus and assist in accessing the services of telephone interpreters through Language Line.

The Centre has been involved in several exciting projects during its development over more than a decade. These include the Pharmacy Project for minor illnesses and Video Conferencing.

Highlighting our educational initiatives, the In-house comprehensive Induction Training for our Interpreters has been accredited by the Open College Network. Additionally, the Centre has taken the initiative in developing specialist interpreters focussing on different health sectors such as Mental Health, Diabetes, and Child protection etc.

We look forward to further development and improvement of our services, maintaining quality standards, and to providing a wide range of services focussing on our clients’ and users’ expectations and satisfaction.


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Interpreting ServicesThe Ujala Resource Centre is a multicultural centre, which provides a focus for the development of client sensitive health services to Leicestershire’s multi-ethnic population.

We provide interpreting services for clients whose preferred language is not English. Health professionals, such as GPs and speech therapists book this service in advance through the centre. One of our interpreters attends, to assist the client through three-way communication.

We also offer a health literature translation service. This includes notices, booklets, reports, posters, menus, and guidance notes for care and the use of equipment. We offer a computerised typesetting service.

Ujala also provides a helpline service. For printed documents, readers whose preferred language is not English can call and ask for an explanation of the document.

We currently work with various Health Trusts, Community Organisations, Benefits Agencies & Pharmaceutical Companies. Each of our interpreters undertakes comprehensive induction training before taking on any bookings. On-going in-service training for interpreters ensures that standards are consistently high. All interpreters are CRB checked, work to a common code of conduct and have their performance routinely evaluated.

These are just some of the languages we provide translating and interpreting services in. Other languages may be arranged subject to the availability of interpreters in and around Leicestershire.We can also help to arrange British Sign Language interpreters through Communication Plus and assist in accessing the services of Language Line.

Ujala Resource Centre,1st Floor, St. Peters HC,

Sparkenhoe StreetLEICESTER LE2 0TA.

Telephone : 0116 295 4747Fax : 0116 295 7015

Remember :


1.4 TIPS ON SERVING THE MULTI-LINGUAL CLIENT


Gujarati Punjabi Farsi Bengali Urdu Turkish Arabic Cantonese Somali French

Contact us Monday to Friday from 8.30am to 5.00pm at:

The one stop shop for all your communication

needs!

The Basics - Speaking:

Speak slowly with longer pauses:

Enunciate as you normally would, but add longer pauses so your client has time to process or translate what you are saying.

Learn to be comfortable with longer periods of silence while your client is processing your words.

Do not talk louder – just more slowly. Your clients can hear you – they may not be able to understand you.

Be patient – your clients may need time to find the right word.

Rephrase – Don’t just repeat yourself:

Rephrase in clearer or simpler language – you weren’t understood the first time, so try a different tactic.

Remember that repeating yourself can sound like impatience.

Speak in specific and simple English:

Don’t use jargon or idioms.

Avoid words like “should” or “must” – and avoid using connotations like “can’t” because often the “n”,”t” is not heard.

Focus on clear and simple nouns and verbs.

Learn to be comfortable with lack of eye contact when speaking:


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It’s one thing to know that many cultures do not make direct eye contact; but it’s another thing to be comfortable with little or no eye contact.

The Basics - Listening:

Learn to tune your ear to other dialects and accents.

This is important whether you have clients from one specific region of the world or from different regions of the world.

Don’t be afraid to ask for clarification if you don’t understand.

It’s okay to ask your client/interpreter to speak more slowly so you can understand.

Remember to communicate patience and respect with your voice and facial expressions.

Don’t lie and say you understand the client/interpreter when you truly don’t.

A word about Definitions ……


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Interpretation: transfer of the spoken conversation from one language into another (including relevant sign languages). Translation: transfer of written text from one language into another. Communication Support: different methods of supporting and communicating with those whose preferred spoken or written language is not English including different communication techniques such as Braille, sign language, lip reading. The Interview: the 3-way communication assignment/booking between the Health Practitioner, the client and the interpreter.

Simultaneous Interpreting: this is usually used in international conferences, where the interpreter, in a soundproof booth, transfers the speaker’s address into another language, at roughly half a sentence behind the original speech.

Whispered Interpreting: this is a form of simultaneous interpreting, but usually without the technology, where the interpreter sits sufficiently close to the person being interpreted for to provide simultaneous interpreting of proceedings. This mode can be used in court when a defendant is not in the dock but being kept abreast of proceedings, or it could be used in a meeting or consultation forum, especially where there are several different language groups, each with their own interpreter.

Consecutive Interpreting: here the speaker stops speaking and waits while the interpreter transfers a whole segment of speech, often several sentences, into the target language.

Liaison Interpreting: this is consecutive interpreting but here the interpreter works in two languages, transferring from English into the community language and back again.

Verbatim Interpreting: word for word interpreting. This is used when extreme precision is required and the interpreter has to be accurate as possible e.g. in court, health interpreting or counselling where the client is being judged or assessed on their exact words.

Gist Summary: the interpreter gives an outline of what is said.

Sight translation: the interpreter gives an oral interpretation of a written text.

Source Language: the language in which the original utterance and/or text is made.


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Target Language: the language into which the original utterance is transferred.

Video conferencing: provision of remote interpreting by using a video phone (phone with a screen attached).

Qualified Interpreter: defined as someone who is able to interpret effectively, accurately and impartially using any necessary specialised vocabulary. The Role of the Interpreter: is to facilitate communication between two individuals where, one is a Health Practitioner and the other a patient/client or service user who requires health services.

The Role of the Health Practitioner: is to engage in meaningful two-way conversation/communication with patients/clients and users, through the facilitation of an interpreter. The Health Practitioner is responsible for managing the three-way communication to maximise optimum benefit for the patients/clients and users.

Back-translations: is the practice of translating text back into the source language.

Loan words or borrowing: this refers to the practice of using words from the original (source) language without translating them.

Transliteration: this is when loan words or borrowed words are written in a different script.

Proofread: to read, check, detect and mark errors to be corrected.


2.1 ROUGH GUIDE TO LANGUAGES BY COUNTRY

Afghanistan: Pasto, Dari (Afghan Farsi/Persian), Uzbek, Turkmen, Farsi Balochi, Pashai


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Albania: Albanian, GreekAlgeria: Arabic, French, Berber dialectsAndorra: Catalan, French, SpanishAngola: Portuguese, Bantu, Chokwe, Herero, Kongo, Luvale,

Ambo, French, LingalaAnguilla: English, English - based CreoleAntigua and Barbuda:

English, English – based Creole

Argentina: Spanish, English, Italian, German, FrenchArmenia: Armenian, Russian, AssyrianAruba: Dutch, Papiamento, English, SpanishAustria: GermanAzerbaijan: Azeri, Russian, Armenian, AramaicBahamas, The: English, CreoleBahrain: Arabic, English, Farsi, UrduBangladesh: Bangla, English, Khasi, Bengali, SylhetiBelarus: Belarussian, RussianBelgium: Flemish, French, GermanBelize: English, English – based Creole, Spanish, Mayan,

Garifuna (Carib), CreoleBenin: French, Fon, Yoruba, Hausa, Bariba, Gurma, eweBermuda: English, PortugueseBhutan: Dzongkha, Jonkha, Tibetan dialects, Nepalese dialectsBolivia: Spanish, Quechua, AymaraBosnia and Herzegovina:

Croatian, Serbian, Bosnian, Romani

Botswana: English, SetswanaBrazil: Portuguese, Spanish, English, French, CaribBritish Virgin Islands:

English

Brunei: Malay/Indonesian, English, ChineseBulgaria: Bulgarian, RomaniBurkina Faso: French, Dagari, Gurenge, Gurma, GaneBurma: Burmese, Wa, Jingpho, Karen, KaduBurundi: Kirundi, French, Swahili (Kiswahili)Cambodia: Khmer, French, EnglishCameroon: English, French, Bata, Hausa, Pidgin English, Mbum, Ki

Lam-nso, Ewondo, Fang, Mungaka, Nyang, Tiv, Yaunde, Bassa, Mbo, Sukar, Oku

Canada: English, FrenchCape Verde: Portuguese, Croulo (a blend of Portuguese and West

African words)Cayman Islands: EnglishCentral African Republic:

French, Sangho, Arabic, Hunsa, Swahili (Kiswahili)


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Chad: French, Arabic, Sara, Sango, Dari, HausaChile: SpanishChina: Mandarin, Cantonese, Wu, Minei, Minnan, Xiang, Gan,

Hakka, Fukien, Hsiang, Tibetan, Yao, Mongolian, Jingpho, Min-nan

Christmas Island: English, Chinese, MalayCocos (Keeling) English, MalayColombia: SpanishComoros: Arabic, French, ComoranCongo, (Kinshasa) Democratic of:Congo, Republic of (Brazzaville):

French, Lingala, Kingwana, Kikongo, Tshiluba

Cook Islands: English, MaoriCosta Rica: Spanish, EnglishCote d’Ivoire: French, Dioula, many native dialectsCroatia: Croatian, Italian, Hungarian, Czech, Slovak, GermanCuba: SpanishCyprus: Greek, Turkish, EnglishCzech Republic: Czech, RomaniDenmark Danish, Faroese, Greenlandic, GermanDjibouti: French, Arabic, Somali, AfarDominica: English, French patoisDominican Republic:

Spanish

Ecuador: Spanish, QuechuaEgypt: Arabic, English, FrenchEl Salvador: Spanish, NahuaEquatorial Guinea:

Spanish, French, pidgin English, fang, Bubi, Ibo, Kpelle, Limba, Malinka

Eritrea: Tigrinya, Amharic, Arabic, Afar, Tigre, KunamaEstonia: Estonian, Russian, Ukrainian, English, FinnishEthiopia: Amharic, Tigrinya, Orominga, Guaraginga, Somali,

Arabic, English, Sidama, Tigre, Oromo, Harari, Afar, Saho

Falkland Islands (isles Malvinas):

English

Faroe Islands: Faroese, DanishFiji: English, Fijian, HindustaniFinland: Finnish, Swedish, Lapp, RussianFrance: French, Catalan, BasqueFrench Guiana: FrenchFrench Polynesia: French, TahitianGabon: French, Fang, Myene, Bateke, Bapounou/Eschira,

Bandjabi, Kongo, Mbo


Gambia, The: English, Mandinka, Wlof, Fula, Krio, Malinke, AkuGaza Strip: Arabic, Hebrew, EnglishGeorgia: Georgian, Russian, Armenian, Azeri, Abkhaz, AssyrianGermany: GermanGhana: Twi, Ga, Asanti, English, Moshi-Dagomba, Ewe,

Adangme, Nzema, Che, Dagari, Dagbane, Gurma, Guan, Hausa, Bimoba, Mampruli, Akan (Twi + Fante), Efutu, Gonja, Gurenge, Kposo, Krobo, Logba, Nzema

Gibraltar: English, Spanish, Italian, PortugueseGreece: Greek, English, FrenchGreenland: Greenlandic, Danish, EnglishGrenada: English, French patoisGuadeloupe: French, Creole patoisGuam: English, Chamorro, JapaneseGuatemala: Spanish, Quiche, Cakchiquel, Kekchi, mam, Garifuna,

XincaGuernsey: English, FrenchGuinea: FrenchGuinea-Bissau: Portuguese, Crioulo, Mandinka, Portuguese – based

CreoleGuyana: English, English – based Creole, Hindi, Urdu, Carib,

ArawakHaiti: French, CreoleHonduras: Spanish, Amerindian dialectsHong Kong: Cantonese, EnglishHungary: Hungarian, RomaniIceland: IcelandicIndia: English, Hindi, Bengali, Telugu, Marathi, Tamil, Urdu,

Gujerati, Malayalam, Kannada, Oriya, Punjabi, Assamese, Kashmiri, Sindhi, Sanskrit, Hindustani, Bihari, Khatahi, Khasi, Konkani, Tulu, Korku, Parji, Telugu, Turi, Kachchhi (Kutchi), Rajasthani, Jingpho

Indonesia: Malay/Indonesian, English, Dutch, JavaneseIran: Farsi (Persian), Turkic, Kurdish, Luri, Balochi, Arabic,

Turkish, Armenian, AssyrianIraq: Arabic, Kurdish, Assyrian, Armenian, AramaicIreland: English, GaelicItaly: Italian, German, French, SloveneJamaica: English, CreoleJapan: JapaneseJersey: English, FrenchJordan: Arabic, EnglishKazakhstan: Kazakh, Qazaq, RussianKenya: English, Swahili (Kiswahili), Dhopadhola, Luo, Rendille,

Somali, Bukusa, Gikuyu, Kamba, Kimeni, Logoli, Kahe, Kambe, Kikuyu, Masaba


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Kiribati: English, GilberteseKorea, North KoreanKorea, South KoreanKuwait: ArabicKyrgystan: Kirghiz (Kyrgyz), RussianLaos: Lao, French, English, Khmong, ThaiLatvia: Latvian, Lettish, Lithuanian, RussianLebanon: Arabic, Aramaic, French, English, ArmenianLesotho: Sotho, English, Zulu, XhosaLiberia: English, Kpelle, Gola, Bassa, KruLibya: Arabic, Italian, EnglishLiechtenstein: German, Alemannic dialectLithuania: Lithuanian, Polish, RussianLuxembourg: Luxembourgian, German, French, EnglishMacau: Portuguese, CantoneseMacedonia, The Former Yugoslav Republic of:

Macedonian, Albanian, Turkish, Serbo-Croatian

Madagascar: French, MalagasyMalawi: English, Chichewa, Makua, Nyanja, TumbukaMalaysia: Malay/Indonesian, Bahasa Melayu English, Cantonese,

Mandarin, Hokkien, Hakka, Hainan, Foochow, Fukinese, Tamil, Telugu, Malyayalam, Punjabi, Min-nan, Putonghua, Iban, Kadazan

Maldives: Maldivian DhivehiMali: French, Bambara, Manding, Kono, Malinke,Malta: Maltese, EnglishMan, Isle of: English, Manx GaelicMarshall Islands: English, Marshallese dialects, JapaneseMartinique: French, Creole patoisMauritania: Arabic, Pular, Soninke, Wolof, Fulani, FrenchMauritius: English, Creole, French, Hindi, Urdu, Hakka, BojpooriMayotte: Mahorain, French, Swahili (Kiswahili)Mexico: Spanish, Mayan, NahuatlMicronesia, Federated States of:

English (official and common language),Trukese, Pohnpeian, Yapese, Kosrean

Moldova: Moldovan, Russian, GagauzMonaco: French, English, Italian, MonegasqueMongolia: Khalkha Mongol, Turkic, RussianMontserrat: EnglishMorocco: Arabic, Berber, FrenchMozambique: Portuguese, Shangaan, Chewa, NsengaNamibia: English, Afrikaans, German, Oshivambo, Herero,

Nama, Ambo, Damara


Nauru: Nauruan, EnglishNepal: Nepali, BihariNetherlands: DutchNetherlands Antilles:

Dutch, Papiamento, Spanish

New Caledonia: French, Melanisian-Polynesian dialectsNew Zealand: English, MaoriNicaragua: Spanish, Western Caribbean Creole EnglishNiger: French, Hausa, DjermaNigeria: English, Hausa, Yoruba, Igbo (Ibo), Fulani, Ido (Bini),

Abua, Bariba, Efik + Ibibio, Emai, Tiv, Idoma, Igbira, Oring, Ishan, Kache, Katab, Khana, Ukaan, Ukele, Bata, Tangale, Pidgin English, Fula, Ijo, Nembe, Okrika, Anaang, Che, Ebira, Edo, Eggon, Ekpeye, Eleme, San, Gokana, Gora, Idon, Igala, Igede, Ikwere, Isoko, Kaje, Kalabari, Ki, Nupe, Oduai, Ogori, Ludlum, Oar, Oren, Unhook

Nike: Polynesian, EnglishNorfolk Island: English, NorfolkNorthern Mariana Islands:

English, Chamorro, Carolinian

Norway: Norwegian, Lapp, FinnishOman: Arabic, English, Baluchi, UrduPakistan: Punjabi, Urdu, Sindhi, Siraiki, Pashto, Hindi/Urdu,

Balochi, Hindko, Brahui, English, Burushaski, Kashmiri, Brohi

Palau: English, Palauan, Sonsorolese, Tobi, Angaur, JapanesePanama: Spanish, EnglishPapua New Guinea

English, pidgin English, Motu, Baining, Hahon, Tok Pisin

Paraguay: Spanish, GuaraniPeru: Spanish Quechua, AymaraPhilippines: Pilipino, Tagalog, English, Bisayan, Cebuano,

Hiligaynon, Ilocano, Pampangan, PangasinanPitcairn Islands: English, Pitcairnese, TahitianPoland: Polish, RomaniPortugal: PortuguesePuerto Rico: Spanish, EnglishQatar: Arabic, EnglishReunion: French, CreoleRomania: Romanian, Hungarian, German, RomaniRussia Russian, Abkhaz, Mongolian, Korean, MoldavianRwanda: Kinyarwanda, French, English, Swahili, ChigaSaint Helena EnglishSaint Kitts and Nevis:

English, English-based Creole


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Saint Lucia: English, French-based Creole, English-based CreoleSaint Pierre and Miquelon:

French

Saint Vincent and the Grenadines:

English, French-based Creole, English-based Creole

Samoa: Samoan (Polynesian), EnglishSan Marino: ItalianSao Tome and Principe

Portuguese

Saudi Arabia ArabicSenegal: French, Wolof, Pulaar, Jola, Mandinka, Malinke, Fula,

FulaniSerbia and Montenegro

Serbian, Albanian

Seychelles: English, French, CreoleSierra Leone: English, Menda, Temne, Krio, Kono, Limba, Gola, KisiSingapore: Cantonese, Malay/Indonesian, Tamil, English, Min-nan,

Haaka, Cantonese, PutonghuaSlovakia: Slovak, Hungarian, RomaniSlovenia: Slovenian, Serbo-Croatian, RomaniSolomon Islands: Melanesian pidgin, English, 120 indigenous languagesSomalia Somali, Arabic, Swahili, Italian, EnglishSouth Africa: Afrikaans, English, Ndebele, Pedi, Sotho, Swazi,

Tsonga, Tswana, Venda, Xhosa, ZuluSpain Spanish, Catalan, Galician, BasqueSri Lanka: Sinhala, Tamil, EnglishSudan: Arabic, Nubian, Ta Bedawie, Beri, Maidi, Acholi, Dinka,

Kakwa, Lango, Nuer, Shilluk, EnglishSuriname: Dutch, English, Sranang Tongo (Surinamese,

sometimes called Taki-Taki) Hindustani, JavaneseSvalbard; Russian, NorwegianSwaziland: English, SwaziSweden: Swedish, Lapp, FinnishSwitzerland: German, French, Italian, RomanschSyria: Arabic, Kurdish, Armenian, Aramaic, French, EnglishTaiwan: Mandarin, Chinese, Taiwanese, Hakka, Min-nanTajikistan: Tajik, RussianTanzania: Swahili, Kiunguju (name for Swahili in Zanzibar),

English, Arabic, Luo, Bende, Gogo, Kahe, Luziba, Mambwe, Nyakyusa, Kuma, Makua, Maragoli, Masaba, Sukuma

Thailand: Thai, KarenTogo: French, Ewe, Mina, Kabye, Dagomba, Dagbane,

Gurma, Mamprulia, Kposo, TonganTokelau: Tokelauan, EnglishTonga: Tonga, English


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Trinidad and Tobago

English, Hindi, French, Spanish, Chinese

Tunisia: Arabic, FrenchTurkey: Turkish, Kurdish, Arabic, Armenian, GreekTurkmenistan: Turkmen, Russian, Uzbek, otherTurks and Caicos Islands:

English

Tuvalu: Tuvaluan, EnglishUganda: English, Ganda/Luganda, Swahili, Arabic, Lugbara,

Mangbetu, Acholi, Alur, A-Teso, Dhopadhola, Kakwa, Lango, Luo, Chiga, Luganda, Lusoga, Masaba, Nyoro, Runyankore, Rutoro

Ukraine: Ukrainian, Russian, Romanian, Polish, HungarianUnited Arab Emirates;

Arabic, Persian English, Hindi, Urdu

United Kingdom: Gaelic, Welsh, EnglishUnited States: English, SpanishUruguay: Spanish, Portunol, BrazileroUzbekistan: Uzbek, Russian, Tajik, TurkmenVanuatu: English, French, Bislama/BschelamaVenezuela: Spanish, Carib, ArawakVietnam: Vietnamese, Chinese, English, French, Khmer, Tring,

LatiVirgin Islands: English, Spanish, CreoleWallis and Futuna:

French, Wallisian

West Bank: Arabic, Hebrew, EnglishWestern Sahara: Arabic, Moroccan ArabicYemen: ArabicZambia: English, Bemba, Kaonda, Lozi, Lunda, Luvale, Nyanja,

Tongo, Ambo, Chewa, Chokwe, Kwangwa, Mambwe, Nsenga, Senga, Tmbuka

Zimbabwe: English, Shona, Sindbele/Ndebele, Bimba, Lozi,


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UJALA RESOURCE CENTRELANGUAGES

ARABIC GUJARATI PUNJABI

ARMENIAN HAKKA PASHTO

BAJUNI HINDI RUSSIAN

BENGALI ITALIAN SERBIAN

BETI KISWAHILI SHANGHAI

CANTONESE KURDISH SLOVENE

CROATIAN KUTCHI SLOVAK

CZECK MALAY SOMALI

DARI MANDARIN SPANISH

DUTCH MARATHI SYLHETI

FARSI MIRPURI TAMIL

FRENCH POLISH THAI

GERMAN SORANI TURKISH

GREEK MACEDONIAN URDU

HUNGARIAN PORTUGUESE UKRAINIAN

SHONA LINGALA LITHUANIAN

NOAKHALI RUMANIAN

Please note this list is updated after each recruitment drive. It is correct on the date of publication but will have changed within the next couple of months. Please contact Ujala to check if we have the language you require.


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WHY DO I NEED AN INTERPRETER?

“Poor communication between clients and service providers still remains a significant barrier to achieving culturally competent health services. Practices such as the use of children to interpret for their family and adult relatives cannot be acceptable in services aspiring to cultural competence. Equally, summoning staff from other parts of the service to help interpret is unfair to staff and potentially unhelpful to the patient and such practices should be discouraged.”

King’s Fund 1996

Leicestershire Partnership NHS Trust is committed to using professional interpreters as a means of promoting trust and confidence among diverse communities that they are receiving the highest standard of service.

The following reasons outline why you should use an interpreter:-

To provide effective communication.

To provide user empowerment by providing information at all levels.

To promote active participation enabling service users to make informed choices.

To provide culturally sensitive services as interpreters can be a useful source of cultural knowledge.

To ensure service delivery is appropriate, equitable and effective.

To provide a service bound by the interpreter’s Professional Code of Conduct ensuring confidentiality, impartiality and maintenance of professional boundaries.

To provide a cost effective service, ensuring a highly paid workforce is not used ineffectively.To comply with Equality Legislation


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Criteria to Use Interpreting Services

In an environment of economic constraints and growing pressure on NHS finances, interpreting support is a critical and valuable resource - particularly against the background of an increasingly diverse population. The guidance from NHS Direct states that when language is a barrier to communication, interpreting support should be used “wherever possible” - accepting the fact that it may not always be possible.

Trained and experienced face to face interpreters have generally been considered to be the ideal option to facilitate three way communication. However with the number of languages spoken in the UK growing on a daily basis this option may no longer be possible or affordable. It becomes necessary therefore to have a criteria to help choose the most effective mode of interpretation.

Assessing the need for an interpreter

Before requesting an interpreter for a client whose preferred language is not English it will help to do a brief “interpreting needs assessment

The following issues should be considered:

The fact that a person has just arrived or comes from a foreign country does not automatically imply that he or she does not speak English. At an initial appointment the health practitioner would be able to gauge the language competency of the patient/client/family.

Assumptions should not be made about the client/patient’s preferred language – for example the assumption that anyone coming from France will require a French interpreter. Very often people have moved from the countries of their birth to European countries and adopted a European language. Many Somali speaking people will be equally and sometimes more fluent in Dutch. When requesting an interpreter it is worth mentioning that if a Somali speaking interpreter is not available, a Dutch speaking interpreter will also be acceptable.

For a series of bookings it may only be possible to provide a face to face interpreter for one or some of the appointments. For example health visitors may book a face to face interpreter for the first / primary (new birth) booking but then go in on their own to do subsequent weight checks/weaning/ support visits.

Telephone interpreting is an effective alternative to a face to face interpreter. For brief, regular or emergency appointments a


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telephone interpreter can instantaneously facilitate communication. The language spoken by the client/patient needs to be identified correctly.

With severely ill or uncooperative patients interpreters may not be able to communicate either. For example a patient who is asleep in a ward most of the time or unresponsive will not benefit from an interpreter coming to sit with him or her every day for an hour. After an initial booking with an interpreter it would be worth looking at options like the volunteering service or again the telephone interpreting service at a time when the patient seems more alert.

Finally you as the care provider are the best judge of your patient/client’s needs. You can choose the most appropriate mode of interpreting for your appointment based on past experience and knowledge of the patient/client. If after a thorough assessment with an interpreter there is no obvious cause for concern, an adult family member/friend who regularly accompanies the patient may suffice for assisting with communication.



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BOOKING AN INTERPRETER AND THE PROCEDURE

Ujala Resource Centre – Routine Assignment Bookings:

Requests for bookings can be made in writing, fax , e-mail and/or by telephone.

Details: Ujala Resource CentreSt Peters Health Centre1st FloorSparkenhoe StreetLeicesterLE2 0TATel: (0116) 295 4747Fax: (0116) 295 7015E-mail: [email protected]

The Health Practitioner can make requests. The earlier a request is made for an interpreter the greater the possibility of an interpreter being identified for the specified date and time. At least 48 hours should be allowed as a minimum booking period. However, in case of emergency visits you should still contact the Ujala Resource Centre, who will try to book an interpreter for you.

Booking for interpreters can be made Monday to Friday between 8.30AM to 5.00PM. At present services are not provided “out of hours”, or during weekends and bank holidays. Telephone interpreters from Language Line can be accessed during these times.

The following details will be required when requesting an interpreter: (Also see Appendix 7.1 – Interpreter Booking Form)

Details of person booking the interpreter, i.e. name, title, base, telephone number and which Trust or hospital they work for

Client’s name Details of appointment, i.e. Date, time, place, client’s G.P., reason

for booking/type of booking e.g. hearing test, smear test, speech therapy assessment, etc.

Language required Health Practitioner’s name, whom the patient has the appointment

with and the Trust he/she works for Any special requirements, e.g. female interpreter only, a particular

interpreter for continuity.

Once these details have been obtained, the Centre staff will contact those interpreters who fit the requirements set down. Once an


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mailto:[email protected]

interpreter is found the person placing the booking will be contacted by telephone/fax/e-mail.

If the Centre is not able to offer an interpreter for the specified time, but can offer an alternative time, the Centre will notify the person who placed the original booking and discuss whether it might be possible to see the client at an alternative time. Notice will be given in this eventuality.

If no interpreter has been found the person placing the booking will be contacted as soon as possible and informed of the situation. Ujala Resource Centre staff will then advise how to contact Language Line and its procedure. (Please refer to Language Line section 6)

The interpreter will bring an assignment form (Appendix 7.2) with them to the appointment and the Health Practitioner will be asked to fill in and sign this form at the end of the session. The interpreter will return the form to the Ujala Resource Centre at the end of the month with his/her time sheet.

The interpreter will also bring an evaluation form (Appendix 7.3) with them to the appointment and the Health Practitioner using the interpreter will be asked to fill in this form at the end of the session. The Health Practitioner can hand the form to the interpreter or post the form directly to the Ujala Resource Centre.



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PROTOCOL FOR THE USE OF INTERPRETERS

1.Some General Points:

1.1. The interpreter service should always be used where there is any doubt about the English language skills of clients/patients.

1.2. Apart from very exceptional circumstances the client’s/patient’s family members children and neighbours should not be used for interpreting. This negates a quality service as it does not provide professional interpreting in addition, this practice can cause embarrassment and distress, both to the client/patient and the interpreter.

1.3. Bi-lingual staff should not be used for interpreting for the following reasons (unless they are competent in the job that they are doing as part of skill mix):

Confidentiality reason.

To protect the staff from eroding their role and removing them from their current duties, they are employed for.

1.4. Interpreters are employed by Leicestershire Partnership NHS Trust on a sessional basis. They have been employed for their language skills, to work sensitively with people and for their understanding of the importance of confidentiality. They all receive initial training and are kept in touch with each other and health practitioners through training sessions and the Ujala Resource Centre.

2. Administration:

2.1 ABIDE is a mnemonic used to describe the process of using an interpreter. Using an interpreter can be time consuming but the process can be used as a positive tool to clarify and plan the interview.

2.1(a)Arrange an interpreter through Ujala Resource Centre, identifying the language required. If there are difficulties in identifying the language, provision of a multi or bi-lingual interpreter could be arranged. Please state date, location and gender of interpreter required.

2.1(b)Briefing should include agreement between the health practitioner and interpreter about the nature of the interview and their respective roles during the interview. It is difficult to solve problems during the interview; please take note of the following: -

Is the interpreter to take a passive or active role? Decide how to work together during the interview and state what you hope to achieve.


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Give the interpreter information regarding the family.

Ask the interpreter for suggestions on any social observance that would help.

How will the presence of some members of the family affect the others?

Are there elders in the family that need to be addressed first?

Allow sufficient time for the interview.

2.1(c) Interview and its success depends on the preparation that has taken place. Remember the following points: -

It is important to observe/maintain eye contact, and appropriate body positioning as an interpreter introduces another dimension to the interview process.

At the beginning of the interview allow time for the interpreter to make the introductions and explain to the patient/client his/her role, the purpose and format of the interview.

2.1(d)De-brief the interpreter: -

What are the interpreter’s views on the interview?

Were the roles played by both parties satisfactory?

Were there any non-verbals?

2.1(e)Evaluation is always important in terms of providing quality service and seeking ways of improving this: -

Are you becoming more familiar with your patients/clients background and customs through working with interpreters?

Does working with interpreters make you feel uneasy about your role?

If so, what steps can you take to overcome this?


STANDARD FOR INTERPRETING


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Topic: INTERPRETING SERVICES

Statement: The use of a professional interpreter for clients/patients whose preferred language is not English will ensure effective communication.

Structure: 1. Health Practitioners have knowledge of local interpreting services.

2. Interpreting is carried out by skilled and qualified interpreters.

3. Health Practitioners have good understanding of conducting an effective three-way interview.

4. Leicestershire Partnership NHS Trust is responsible for the provision of an interpreting service. This will be responsive to local needs.


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PROCESS: 1. Health Practitioners will identify with the client/patient the need for an interpreter.

2. Health Practitioners will have ready access to the interpreting service according to the local Protocol.

3. Health Practitioners will identify the appropriate language required for the interview.

4. Health Practitioners will ensure that the client/patient and the interpreter are confident and comfortable with the situation.

5. Health Practitioners will be responsible for conducting the interview.

6. Appropriate briefing between the interpreter and Health Practitioners will take place prior to the interview

7. Appropriate debriefing between the interpreter and Health Practitioners will take place after the interview.

8. Responsibility for conducting the interview lies with the Health Practitioner i.e. seating arrangements, introductions, briefing, de-briefing.

OUTCOME: 1. Health Practitioners and clients will communicate to their mutual satisfaction.

2. Access to health services for those clients/patients whose preferred language is not English will be enhanced.

3. Understanding and knowledge of cross-cultural issues will be enhanced.


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QUALITY STANDARDS

1. All interpreters offered to all users will have completed the Trust’s mandatory induction training and training course for interpreters.

2. All patients/clients will be recognised as having personal needs and be treated as individuals in a courteous manner by staff at all times.

3. The Trust will monitor the degree of satisfaction with the service and provide a speedy response and investigation of evidence of dissatisfaction.

4. The Trust will endeavour to meet all requests for interpreters. Occasionally the Trust may decline a request, e.g. in cases of previous abuse of the service by a client.

5. The quality of services provided to the user will be to the highest standard.


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SIGN LANGUAGE SERVICES

Introduction:

Clients requiring a Sign Language interpreter can book directly via Communication Plus. The organisation provides a comprehensive range of services for people with a hearing loss, their families and carers in the City and County.Communication Plus will provide a sign language interpretation service for patient consultations with health practitioners.

Guidelines:

In developing this service, it has been recognised that all health practitioners have a role to play in advocating the use of professional interpreting services and are encouraged to adopt the following guidelines of good practice:

Health practitioners/practice staff should be aware of the process for arranging interpreters.

Health practitioners/practice staff should discourage the use of family members or friends as interpreters (as this can increase the chance of mismanagement e.g. misdiagnosis, bias, etc.).

Information about the availability of professional interpreters services should be made available to patients/clients.

Health practitioners/practice staff should contact the Ujala Resource Centre should they require further information or have any concerns.

Profile of the Service:

This service is provided by Communication Plus:Email [email protected]

Minicom 0121 707 4706

Telephone Voice 0121 707 8685

Fax 0121 707 9812

Text or face time on 07887 622 746

An interpreter can be arranged by:

The patient/client

The patient’s/client’s Representative

The GP practice, Dental practice for NHS dental care

Community staff


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Hours of availability:

The interpreting service is available from Monday to Friday 8.30am – 5.30pm Emergency provision is not included within the scope of this agreement but is being looked at currently.

Occasionally a more urgent request may be made upon which Communication Plus will use its best endeavours to provide an interpreter

Procedure for Accessing the Service:

If the health practitioner/practice staff is asked to arrange a sign language interpreter the following procedure should be followed;

Contact Communication Plus on 0121 707 8685 to request an interpreter and provide the following details:

1.Date and time interpreter required

2. Name of the person booking the interpreter

3. Venue (practice or home visit

4. Name of GP/Health Practitioner seeing patient/client

and the Trust they come under

5. Patient’s/client’s name

6. Whether the patient/client has a preference for a male/ female interpreter

At the end of the consultation, the interpreter will ask the user to sign any necessary forms required.

Comments, Suggestions and Complaints about the Service:

In the event that the practice, health practitioner or a patient/client has a comment, suggestion or complaint about the service they have received from an interpreter, it should be referred to the Manager for the Ujala Resource Centre. An attempt will be made to try to resolve a complaint informally in the first instance. If the matter remains unresolved, it will be referred to Communication Plus’s formal complaints procedure for investigation.

Contact at Leicestershire Partnership NHS TRust:

If you have any queries about how to access this service on behalf of patients/clients or wish to discuss any aspect of the established arrangements, please contact the Manager at Ujala Resource Centre, Tel (0116) 295 4747.


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USING LANGUAGE LINE

Introduction:

Language Line telephone interpreting facilities have re-defined the methods employed by us to manage communication with those whose preferred language is not English.

There is no minimum duration of booking or minimum call length so telephone interpreting is particularly suited to situations where language services are required at short notice, in an emergency and the duration of the consultation is unknown or may be short. This is when patients/clients do not have a booked appointment and practices/health practitioners are not aware of the patient/client visiting them.

On average it takes Language Line less than half a minute to provide an interpreter to participate in a 3-way conference call. They handle over 120 languages on a regular basis and their interpreters are able to apply prior experience of many recurring situations to help you deal with users of our services. As a result, consultation and interview times are dramatically reduced and both parties can be confident that the information exchanged has been interpreted and explained accurately.

No special equipment is required – mobile phones, desk or speaker phones can all be connected into a three – way communication. However feedback from GP practices has been that hands free phone sets are more convenient when examining patients/clients.

The service is only charged for the phone call, local rate. Language Line will invoice Leicestershire Partnership NHS Trust on a monthly basis. The invoice will outline usage according to languages, time, venue and length of interpretation

When should a Telephone Interpreter be used:

As mentioned above, a telephone interpreter is ideal in situations where an interpreter is required at short notice or for any unplanned bookings. However it is also well suited for outpatient bookings, A&E bookings, mild mental health bookings, bookings that require utmost confidentiality, or short bookings under 30 minutes. For other appointments clinicians are requested to use their discretion, bearing in mind that the cost of using a face to face interpreter can sometimes be many times more than that of a telephone interpreter. One suggestion, in situations where a face to face interpreter isn’t easily accessible would be to request a face to face interpreter for the first or initial appointment and to then use a telephone interpreter for all follow-up bookings.

Guidelines:

In developing this service, it has been recognised that all health practitioners have a role to play in advocating the use of professional interpreting services and are encouraged to adopt the following guidelines of good practice:

Health practitioners/practice staff should be aware of the process for accessing interpreters.

Health practitioners/practice staff should discourage the use of family members or friends as interpreters (as this can increase the chance of mismanagement e.g. misdiagnosis, bias, etc.).


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Training can be given at a time suitable for the practice and it usually takes between half an hour to an hour. Dinner times at practice meetings have proved the most popular method to date.


This service is available from Language Line, who can be contacted on Tel: 0845 310 9900 (Local rate number).

An interpreter can be accessed by the Health Practitioner only. To use Language Line each service needs its own ID access code. If you have not yet obtained your code, you will need to contact the Ujala Manager on (0116) 295 4747.


Unlimited and immediate access to professional, qualified telephone interpreters in 100+ languages, 24 hours a day, every day of the year.


When the health practitioner/practice staff needs to access an interpreter the following procedure should be followed:

Ascertain language spoken by patient/client by using the Language Identification Card. (Attached at the end of this section)

Find an appropriate location before making the call to Language Line.

Contact the Language Line Tel: 0845 310 9900 to request an interpreter and provide the following details to the operator:

1. Your ID number2. Your organisation3. Your name4. The language you require

5. Specify gender of interpreter if necessary

You will be put on hold for approximately 90 seconds The operator will connect you to the appropriate language interpreter Please ask the interpreter for their ID number


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You need to brief the interpreter on the situation and advise as to the type of phone you are using

Ask the interpreter to introduce you and themselves to the non-English speaker. They can then explain their role

Proceed with conversation Advise interpreter when call has finished

Remember:

You are in control Use direct speech Ask one or two questions at a time (not too lengthy) Rephrase any questions if you think there has been a misunderstanding Check the non-English speaker has no further questions for you


In the event that the practice, health practitioner or a patient/client has a comment, suggestion or complaint about the service they have received from an interpreter, it should be referred to the Manager for the Ujala Resource Centre. An attempt will be made to try to resolve a informally in the first instance. If the matter remains unresolved, it will be referred to the Language Line’s formal complaints procedure for investigation.

If your service has already registered and has access to an ID Code here is a reminder of the procedure:

Accessing an Interpreter Over the Phone using Language Line:

When your client is with you: -

1. Phone 0845 310 9900

2. The operator will ask for you:

ID code

Organisation name (and department where appropriate)

Initial and surname

Required language (say if you need a specific interpreter*)


Client’s location i.e. with you

3. Stay on line while the operator connects you to a trained interpreter (about 30 seconds)

4. Note the interpreter’s ID code Introduce yourself; brief the interpreter and say what phone you are using e.g. single/dual handset, speaker phone, mobile

5. Ask the interpreter to introduce you and themselves to your client and give the interpreter your first question or statement

Give the interpreter time to interpret between you and your client

Continue the conversation

6. Let your client and the interpreter know when you have finished

* Whenever possible we meet specific requests e.g. for a female interpreter

When your client is NOT with you: -

The operator will connect you to an interpreter, and then introduce your client into the call.

1. Have your client’s name and telephone number ready

2. Follow steps 1 and 2 for ‘when your client is with you’, but advise the operator your client is NOT with you

3. Give the operator your client’s name and telephone number

4. Stay on the line while the operator connects you to a trained interpreter (about 30 seconds)

5. Note the interpreter’s ID code

Brief the interpreter: explain the operator is phoning your client

Ask the interpreter to introduce you and themselves to your client and give the interpreter your first question or statement

6. The operator introduces your client into the call; the interpreter proceeds as you directed above

7. Give the interpreter time to interpret between you and your client


Continue the conversation

8. Let your client and the interpreter know when you have finishedWhen your client calls you: -

If you have conference facilities

1. Put your client on hold using your organisation’s conference call facilities (try to obtain your client’s telephone number in case they hang up while on hold)

2. Follow steps 1 and 2 for ‘when your client is with you’. Tell the operator your client is ON HOLD

3. Brief the interpreter, then conference your client into the callIf you don’t have conference facilities

1. Note your client’s telephone number, language and ideally, name

2. Assure your client that you will call back shortly with an interpreter

3. Follow the procedures for ‘when your client is NOT with you’



GUIDE COMMUNICATOR SERVICES

Introduction:

Clients requiring a Guide Communicator can book directly via Vista. Vista’s Guide Communicator Service is for people who experience both hearing and sight loss (dual sensory impairment). Guide Communicators will be provided from Vista. Vista provides a comprehensive range of services for people with dual sensory loss or significant sensory impairment, their families and carers in the City and County.

Guide Communicators give support to enable the person with dual sensory loss to become as independent as possible and to reduce their isolation from the outside world.

Guide Communicators have extensive training in communication and guiding skills. Most are trained in British Sign Language to at least Level 1, (many of the team are trained to Level 2) and their skills are regularly refreshed. They are also skilled in the use of the Manual Alphabet, which is essential for communication with people who are dual sensory impaired.

Vista will provide a guide communicator service for patient consultations with GPs, practice staff, health visitors, district nurses and for NHS dental care.

The guide communicator will check that arrangements are in place (via a service level agreement) for the session to be paid for on behalf of the practice, by Leicestershire Partnership NHS Trust directly to Vista. Leicestershire Partnership NHS Trust will then recharge NHS England according to usage.

Guidelines:

In developing this service, it has been recognised that all health practitioners have a role to play in advocating the use of professional Guide Communicator services and are encouraged to adopt the following guidelines of good practice:

Health practitioners/practice staff should be aware of the process for arranging Guide Communicators.

Health practitioners/practice staff should discourage the use of family members or friends as guide communicators/ for health bookings (as this can increase the chance of mismanagement e.g. misdiagnosis, bias, etc.).

Information about the availability of professional services should be made available to patients/clients.



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This service is provided by Vista, Wakerley Centre, Margaret Road, Leicester. LE5 5FU, Telephone: (0116) 249 8836.

A Guide Communicator can be arranged by:

The patient/client

The patient’s/client’s Representative

The GP practice

Community staff


The Guide Communicator service is available from Monday to Friday 8.30am – 5.30pm Emergency provision is not included within the scope of this agreement.

Occasionally a more urgent request may be made upon which Vista will use its best endeavours to provide a guide communicator.


If the health practitioner/practice staff is asked to arrange a Guide Communicator the following procedure should be followed;

Contact Vista: (0116) 249 8836 to request a Guide Communicator and provide the following details:

1. Health Practitioner’s contact details and which Trust they work for .2. Date and time Guide Communicator is required3. Name of the person booking the Guide Communicator 4. Venue (surgery or home visit)5. Name of GP/Health Practitioner seeing patient/client6. Patient’s/client’s name

Whether the patient/client has a preference for a male/ female Guide Communicator

At the end of the consultation, the Guide Communicator will ask the user to sign any necessary forms required.



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In the event that the practice, health practitioner or a patient/client has a comment, suggestion or complaint about the service they have received from a Guide Communicator, it should be referred to the Manager for the Ujala Resource Centre. An attempt will be made to try to resolve a complaint informally in the first instance. If the matter remains unresolved, it will be referred to Vista’s formal complaints procedure for investigation.

Contact at Leicestershire Partnership NHS Trust:

If you have any queries about how to access this service on behalf of patients/clients or wish to discuss any aspect of the established arrangements, please contact the Manager at Ujala Resource Centre, Tel (0116) 295 4747.

Criteria for Requesting Translation


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The translation of written documents into other languages is an extremely complex and expensive process requiring the input of at least two or more individuals to translate, proof read and typeset the document. It should only be considered as an option when it is absolutely essential for medical or legal reasons. Before requesting a quote for translation, please consider the following:

1. The document you are having translated may already have been translated before. The Department of Health website, individual websites for clinical specialities such as the Royal College of Psychiatry and other local health trusts such as University Hospitals of Leicester have a vast amount of translated material available on request. Please search for the specific topic and language you require.

2. Patient Information Leaflets often have copyrights which prevent them from being reproduced in any other language without written consent from the publishing department/organisation. Again the original publishers of the leaflet/document may have it available in other languages on request.

3. Please identify the language that your patient reads before requesting translation since the language spoken and the language read may differ.

4. Please explore all other options for communication before choosing to have a document translated. These may include, explaining the document to the main carer, interpreting the document to the patient/carer with the help of a face to face interpreter, ringing the patient with the help of a telephone interpreter through Language Line.

5. Translation should only be undertaken on request or prior agreement with the patient. Historically, a huge amount of resources have been allocated to unwanted pieces of translation.

6. A cost-benefit analysis may be useful for important but non-essential documents – so for instance is this translated document likely to be useful for other patients in the future or can a particular document be modified to suit changing requirements rather than have new document translated.

When to use the translation service

Translations should be used for care critical communications such as:

Professional to professional letters

Health care records

Letters to or from patients

Transmission of these and similar documents for translation between LPT other services must adhere to Data Protection and Information Governance requirements.

Electronic transmission must be via secure inter-agency routes.

Hard copy transfers must be enclosed in lockable, traceable tamper-proof bags.

Copies of letters should have limited patient information - Patient number (so we can identify them) age, gender, ethnicity Tips for Developing Patients leaflets

Consideration must be given to cultural issues when developing information

A translation is not a substitute for an interpreter. Simply giving a translated document should not be considered as meeting the obligation to give communication support. It is often better practice and more cost effective to book


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an interpreter to sit with the patient/service user who can then explain the information to the individual face to face. As with spoken communication, healthcare staff must satisfy themselves that the patient/service user understands the written document.The patient/service user may not be able to read their language. They may speak one language but read in another. Some spoken languages do not have a written form.

AppointmentsRather than sending out a letter to confirm an appointment consider using Language Line to contact the patient.

Back Translation of documents from Foreign Countries into English

Back translation is usually more expensive than translation from English into another language. This is because documents from other countries are often handwritten, difficult to decipher and full of technical jargon or local slang. We recommend that you book an interpreter to come and read through the document to you in English and you make a note of the relevant points. From experience we have found that letters, notes and medical documents in foreign languages contain a lot of information that are not directly relevant to the consultation. Back translation is costed up by number of words so you are therefore paying for information that may not be necessary.



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PROTOCOL FOR REQUESTING TRANSLATIONThe Ujala Resource Centre aims to provide a consistently high and accurate standard of written translation facilitated by a stringent process of: handwritten translation, proofreading, typesetting, formatting and final proofreading.

All staff working on translation contracts work to a standard set of guidelines and aim to produce a document in the requested language identical in layout and format to the original English document. Ujala Resource Centre requires the person/agency requesting the translation to follow a set protocol.

PreparationBefore requesting a quote for translation of any document please check the following:

1. All translation requests need to come via a team leader or department head in order to understand cost implications and also to ensure that the document has not been previously translated.

2. Copyrights: A document can only be sent through for translation if the copyright is held by the person/department requesting the translation. If not, consent must be sought and a written copy of the consent sent with the request for translation

3. Jargon: Please read through the document in order to assess suitability for translation. For effective translation the language construction needs to be simple and pitched at a level that is easy to understand with minimal use of colloquialisms, abbreviations and technical terms.

4. Viability: Since translation is a time consuming process, please check the viability of undertaking translation of a document i.e. is it likely to be used repeatedly in the future as opposed to being specific to an individual. We would be happy to discuss alternatives if you have any queries.

5. Final Version: Please send in a copy of the final document in the post for us to quote a cost on. We will not be able to cost up a draft. Quotes can be given on e-mailed documents but these need to be backed up by a copy in the post.

6. Languages: Please confirm the languages you will need to have document/s translated into on the basis of demand / clientele.

The QuoteWe aim to send a quote in the post as soon as possible after receipt of the document. In case you find that you are struggling to meet a deadline and can accept an e-mailed version of the quote, then we will be happy to e-mail this to you.

Quotes are given per language, on the basis of the number of words in the English document, and layout requested. For documents that are under 100 words in length, a minimum charge would apply. Please specify any special instructions with regards to format when requesting a quote. Please also specify the languages you would like to have the document translated into.

Quotes will be sent to the team leader/department head that has requested the translation unless otherwise specified.

VAT is not charged when providing a service to an NHS organisation but will be included in all other cases i.e. universities, local authorities, pharmaceutical companies, voluntary organisations, charities etc.

AuthorisationIn order to commence work on a translation contract, we will need written authorisation either via e-mail or post, confirming the number of languages for translation, format and cost. We will


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need details of the person to whom the invoice will be sent at the time of completion. All these details should be filled in on the Translation Booking Form (Appendix 7.4) and returned to the Ujala Resource Centre in order for the work to commence. Upon receipt of authorisation, the requester will be informed of an estimated date for completion based on the translation contracts in the pipeline, volume of work and urgency. In case a staggered delivery (one language at a time) has been agreed, this should be confirmed at the time of authorisation.

For documents with a complex layout including graphics we request that the document be given to us on disc (if it has not been e-mailed previously) so that we can follow the exact layout. Due to the specifications of our language packages (computer) we prefer documents to be typed up in MS WORD.

Prior to authorisation, please discuss printing requirements with the printers you have chosen. Please note that we do not offer a printing service. Unless specifically agreed we will provide only one copy each of the translated document/s. Printing documents in several languages is a complex task and printers must agree on the format that the translated work will be supplied in.Progress UpdatesYou, as the requester, will be kept informed of progress on the translation contract on a regular basis. Every effort is made to meet deadlines agreed but occasionally due to unforeseen circumstances such as staff sickness an extension may be requested. This will be agreed by mutual consent.

DeliveryDelivery of finished documents will be in the format agreed at the time of authorisation. Typesetting of documents in different languages is done on specialized computer packages because of which we recommend delivery in hard copy format i.e. one copy each of the printed document/s.

We will leave space/room for logos, graphics, diagrams and pictures wherever required so that the printers can scan these in.

All documents will have a language identified on the top as well as the title in English so that anyone who does not read the language can recognise the language the document it is in. At the bottom we will insert our standard footer “Translated by Ujala Resource Centre. Tel. (0116) 295 4747. Ref. No.” so that the document can be traced if necessary at a later date.

Although every effort is made to follow the exact layout in the English document, you may find that the translated document is greater in length or smaller in font (depending on layout) than the English. This is because a single sentence in English sometimes translates into two or more sentences in another language or vice versa.FeedbackComments and feedback on translated documents are always welcome.

We would also request that one finished, printed copy of each document be sent to us as a sample of our work, if possible.

For any other specific queries relating to translation please contact us on (0116) 295 4747.

LEICESTERSHIRE PARTNERSHIP NHS TRUST

UJALA RESOURCE CENTRE - INTERPRETER BOOKING FORM


UJALA REF NO:…………………

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DATE :…………………………………………………TIME:…………………………………………………………

REQUESTED BY: ……………………………………DEPARTMENT:…………………………………………….

DEPARTMENT ADDRESS:………………………………………………………………………………………….

BASE TEL NO: …………………………………… BASE FAX NO :…………………………………………

HEALTH PROFESSIONAL’S MOBILE NUMBER:……………………………………………………………….

MALE / FEMALE / CHILD

PATIENT NAME:………………………………………………………………………………………………………

DATE REQUIRED:…………………………………… DAY:………………………………………………………

TIME REQUIRED FROM:…………………………… TO:………………………………………………………..

1st PREFFERED LANGUAGE:……………………… 2ND PREFFERED LANGUAGE:……………………...

APPOINTMENT VENUE

…………………………………………………………………………………………………………………………..

…………………………………………………………………………………………………………………………..

POSTCODE:…………………………………………………………………………………………………………..

NAME OF HEALTH PROFESSIONAL DUE TO SEE PATIENT ie Dr’s Name,Nurse’s name etc.

……………………………………………….........................................................................................................

REASON INTERPRETER REQUESTEDie,Health Visitor Primary Visit, Physio Assessment, Mental Health Assessment, MDT etc.

PLEASE SPECIFY:……………………………………………………………………………………………………

UJALA OFFICE USE ONLY

NAME OF INTERPRETER BOOKED:……………………………………………………………………………..

BOOKING DATE & TIME: BOOKED BY: ENTERED ON LANG.S

FAX CONFIRMATION DATE &TIME

Email:

NOTES:…………………………………………………………………………

REF NO: …………………………..



ALTERNATIVE DATE & TIME OPTION GIVEN BY HEALTH PROFESSIONAL:

ALTERNATIVE DATE & TIME OPTION GIVEN BY INTERPRETER:

1) 1)

2) 2)

UJALA RESOURCE CENTRE - INTERPRETER ASSIGNMENT FORM

INTERPRETERS NAME:.................................................................... DATE: …………………….

NAME OF CLIENT:.........................................................................................................................

LOCATION / VENUE:..........................................................…………………………………......

LANGUAGE USED……………………………………………………………………………………..

ATTENDANCE OF CLIENT: YES NO

ATTENDANCE OF HEALTH PROFESSIONAL: YES NO

NAME OF HEALTH PROFESSIONAL………………………...........................................................

NAME OF HEALTH PROFESSIONALS TRUST………………………………………………………

JOB TITLE OF HEALTH PROFESSIONAL…. ………………………………………………………

PURPOSE OF VISIT……………………………………………………………………………….........

ANY OTHER COMMENTS BY HEALTH PROFESSIONAL / INTERPRETER:

..............................................................................................…………………………….................

...........................................................................................................................................………

TIME SPENT TO BE ENTERED BY HEALTH PROFESSIONAL

HEALTH PROFESSIONAL

SIGNATURE……………………………………………………………………………………..

TIME SPENT WITH HEALTH

PROFESSIONALFROM:…………………………...... TO:………………………………………

INTERPRETER’S SIGNATURE:.............................................................................................................Sdrive:sationery09. P.T.O.

CLINIC STAT FORM

Date No of No of No of Patients Language Language


Patients Booked

Patients Attended

Requiring Interpreting Spoken by

InterpreterRequired by Client



PERFORMANCE ASSESSMENT OF THE INTERPRETER


INTERPRETERS NAME:........................................................... DATE:…………………………….

TIME GIVEN TO BRIEF / DEBRIEF THE INTERPRETER

YES NO

PUNCTUALITY

Poor Satisfactory Good Excellent

PROFESSIONALISM


EFFECTIVE COMMUNICATION


ANY OTHER COMMENTS BY HEALTH PROFESSIONAL:

…………………………………………………………………………………………………………………………….

………………………………………………………………………………………………………………………………

Thank you for completing this evaluation form, It will assist us in the future development of the interpreting service.

NAME OF HEALTH PROFESSIONAL COMPLETING FORM ……………………………………………………………

…

SIGNATURE OF HEALTH PROFESSIONAL ……………………………………………………………

….

PLEASE SEND TO: UJALA RESOURCE CENTRE1ST Floor,

St. Peters Health CentreSparkenhoe StreetLeicester,LE2 0TA

TEL:0116 295 4747 / FAX:0116 295 7015

TRANSLATION BOOKING FORM

Date Today: Job Number:


50

Date Text Submitted: Time Submitted:Preferred Deadline: Absolute Deadline:

Requester’s Name:Directorate/ Department/ PCTRequester’s Address:

Telephone Number:Fax No.:E-mail Address:

Title/Description of Text:

Languages Required In:

Who will be reading this text:Word Count of the English Text:

DETAILS FOR INVOICING:

Budget Holder’s Name and Title:Directorate/ Department/ PCTAddress:

Telephone Number:Budget Code / Cost CentreE-mail Address:

FORMATTING INSTRUCTIONS: Neatly Handwritten Needs a signature

Only Word Processed No Signature Needed

I am posting letter headed paper

COPYRIGHTS HELD/WRITTEN CONSENT TAKEN (Please Attach)Exact Reproduction of Original Format Yes No

Printers to Check Draft? Yes No

Any Other Specifications

________________________________________________________________________________

DELIVERY OF TRANSLATED / FINISHED DOCUMENT/(S):To Be Sent To/Picked Up By

Send Original Translation To:

Other Comments

FOR OFFICE USE ONLY:


51

Job Booked By:Translator/(s) Name/(s):Agreed Translation Fee:Date Invoice Raised:Evaluation Form Returned (Y/N):


52

PROCEDURE FOR BOOKING INTERPRETERSPrior to booking an interpreter a full assessment of the client’s needs must be carried out to ensure that the most appropriate

communication support can be provided.


For All Languages Appointment booked in advance and/or involves detailed consultation.

For All LanguagesImmediate emergencies until face-to-face interpreter present

For All LanguagesStraightforward or Quick Appointments or to Contact a Patient

Sign Language Interpreters

Guide Communicators(to support deaf and blind clients)

Face -to- Face Interpreter from Ujala Fax to 0116 295 7015Email to : [email protected] 0116 295 4747

Telephone Interpreting ServicePhone 0845 310 9900 quoting your ID code (24/7 service)3-Way Conference Calls can be arranged or consider using a member of staff or family – RECORD/DOCUMENT THIS.

Communication Plus:

Please call on 0121 707 8685

VISTA

Please call on 0116 249 0909

FULLY COMPLETE – The Ujala Interpreter Booking Form on e-source within the Good Practice Guide to Interpreting and Translating and forward via e-mail to [email protected] far as possible please give 2-3 days notice of the appointment (Please also refer to the criteria for requesting interpreters in the Good Practice Guide) Booking Forms can be faxed on 0116 295 7015For Urgent Appointments please call on 0116 295 4747 to see if an interpreter is available and then e-mail or fax your booking form as above.Out of hours appointments on Weekdays after 5pm and before 9am can be accommodated on a case by case basis. Please call on 0116 295 4747 to check.

The Ujala Interpreting Service will aim to confirm the availability or non-availability of suitable interpreters 2-3 days before the appointment or as soon as possible for urgent requests.

If an interpreter is not available, the requesting department or service will be notified 2-3 days before the appointment or as soon as possible for urgent bookings. The telephone interpreting service – Language Line can be used instead OR alternative dates and times for the booking can be looked at.

The Ujala Interpreting Service confirms the interpreter by NAME with the requesting department via email or fax.

CANCELLATIONS – In the event that you need to cancel an interpreter please contact the interpreting provider immediately.

After the appointment the Practitioner must sign the Interpreter’s Assignment Form and Evaluation Form. The Evaluation Form Can be returned to Ujala in

For Written Translations please refer to the Good Practice Guide to Interpreting and Translating on e-Source.

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