Interpreting And Translation Service

1. Interpreting And Translation Service Sangita Dhiri - Interpreting & Translation Service Manager Chris Todd - Business Development and Contracts Manager

2. Eligibility • Any patient registered with a Nottingham City GP. • Any patient receiving a service from CityCare.

3. How is the service funded • GP interpreting and translation (GPs have to pay for the translation) is paid for by the CCG on behalf of the LAT so it is free to city CCG practices at the point of delivery. • The cost of Language Line is also paid by the CCG • Translation can be provided, but translation is not funded by the CCG/LAT and so the GP practice will be charged. The current rate is £20 for the first 100 words and then £12 for additional 100 words in blocks of 50 words.

4. Aims of Today’s Presentation • To improve understanding of the benefits of using a professional Interpreting Service, where appropriate. • To better understand the role of professional interpreters when working alongside GPs and other healthcare staff. • To understand the information needed to book and use an interpreter most effectively.

5. Philosophy • To maintain equity of access • Interpreters will support professionals ensuring the appropriateness of service development and delivery • Respect individuals linguistic, cultural and religious needs • Ensure effective 3-way communication

6. What do we provide • A confidential service through professionally trained interpreters. • Regular cover for specific clinics. • Individual interpreting sessions pre-booked and in an emergency. These can be provided OOH 7am – 8pm if booked in through HACP between 8AM and 7PM. • Translated material that is sensitive and appropriate to cultural needs and tailored to practices' requirements.

7. Disadvantages of working without an interpreter • Unable to communicate effectively with patients. • Difficult to clearly identify patients needs & agree on actions & achieve health improvement goals. • Frustration for health workers & patients may cause distress and anxiety. • Patient unable to clearly report symptoms, making diagnosis more tricky • Treatment requiring patient participation is limited and can have serious consequences if instructions are not understood and followed.

8. Risks of working with untrained, non- professional interpreters • Inaccurate translation. • Lack of objectivity and lack of knowledge could distort the interpretation. • Confidentiality Risk • Lack of awareness/understanding of cultural differences beyond their culture. • Lack of understanding of their role and the role of GP’s and other healthcare professionals. • Less chance of providing an appropriate interpreter (gender, age etc.)

9. Benefits of using Professional Interpreters • Trained interpreters provide professional & confidential service. • Avoid the issues around having family and friends to interpret • Facilitate effective 3-way communication. • Accurate transfer of meanings & terminology by a trained interpreter • Establish trust & confidence with both parties. • Patient & reassuring. • Have good understanding & knowledge of the role of the NHS & Health Services provided due to a sound induction and regular training updates.

10. Benefits of using professional interpreter • Ensure both parties are participating fully. • Explain cultural differences and issues picked up through the dress, language, religion or family life of the client • Convey total message – including patients feelings & what non verbal behaviour shows. • Enable dialogue and encourage patient and GP/health worker to ask questions. • Enable Informed choices for Patients • Will not misuse the power of the language. • Help create a positive atmosphere & relationship.

11. Interpreting Service • Based at Meadows Health Centre Monday to Friday 9.00am – 5.00pm. • Have 110 sessional interpreter and 80 translators. • Provide interpreting in 52 different languages. • Provide translation in 45 different languages. • Bookings dealt by Nottingham Health Care Point – 8.00am – 7.00pm

12. Languages Portuguese Hindi Kurdish Polish Urdu Spanish Greek Pashtu Kosovan Azeri Japanese Arabic Russian French Farsi Panjabi Somali Italian German Croation Gujerati Lithuanian Chinese Tigrian Bengali Bosnian Mandarin Czech Cantonese Mirpuri

13. Booking Procedure • Referrals will be accepted from all the CityCare & GP staff • Referrals can be made on line or by telephone • Referrers can contact Health Care Point between 8.00am – 7.00pm to make, cancel or alter booking details • Referrers will be asked the following- - Name & job title - Organisation he/she works - base & telephone number - Date & time (start & finish) - Client’s name, ethnicity, language - telephone number ( only if referrer would like interpreter to call the patient) - Venue of appointment

14. How to access the Service • Heath Care Point – 0300 300 3333 option 5 • On Line booking- http//nww.nottsinterpreters.nhs.uk • Language Line – telephone interpreting in emergency or out of hours or Interpreter not available. Tel: 0845 310 9900 and give your LL ID number. • By Telephone at Meadows Health Centre Direct line: 0115 8831533 Internal: 31533

15. Patient’s experiences • “Communication without an interpreter, we would not manage to understand the doctor”. • “Interpreting service helps to make our life easy. We can easily express our self, it can be very difficult otherwise”. • “Interpreters helps us to understand things properly and we can go back home completely satisfied”. • “I feel this service should be there as it saves time for everyone and we are able to understand”.

16. Patient’s experiences • “My problem was diagnosed and right treatment was given”. • “Because of this service we don’t face any problems and without them we couldn't have any say. Due to my situation and what I have gone through I couldn't have gone very far if I didn’t have the help of an interpreter”. • “I don’t speak good English. People who work here don’t want to book interpreter as it is costly. I am unable to explain my problems on my own and have got private issues I don’t want my husband to know”.

17. 12087 bookings and 54 Languages requested by GP Practices – 1 April 2014 - 31 March 2015

18. Top 10 Languages requested by GP practices – 1 April 2014 – 31 March 2015