Interpreting And Translation Service Sangita Dhiri Interpreting Translation

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

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

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. Slide 3

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. Slide 4

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 Slide 5

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 7 am – 8 pm if booked in through HACP between 8 AM and 7 PM. • Translated material that is sensitive and appropriate to cultural needs and tailored to practices' requirements. Slide 6

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. Slide 7

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. ) Slide 8

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. Slide 9

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. Slide 10

Interpreting Service • Based at Meadows Health Centre Monday to Friday 9. 00 am – 5. 00 pm. • 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. 00 am – 7. 00 pm Slide 11

Languages Slide 12

Booking Procedure • Referrals will be accepted from all the City. Care & GP staff • Referrals can be made on line or by telephone • Referrers can contact Health Care Point between 8. 00 am – 7. 00 pm 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 Slide 13

How to access the Service • Heath Care Point – 0300 3333 option 5 • On Line bookinghttp//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 Slide 14

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”. Slide 15

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”. Slide 16

12087 bookings and 54 Languages requested by GP Practices – 1 April 2014 - 31 March 2015 Polish Romanian Farsi Arabic Czech Kurdish-Sorani Urdu Mandarin Hungarian Turkish Portuguese Slovakian Tigrinya Russian Spanish Panjabi Lithuanian Bulgarian Albanian Cantonese Vietnamese Italian Bengali Amharic French Tamil Nepalese Pushto / Pashto Hindi Greek Bosnian Thai Gujarati Dari Latvian Somali Ukrainian Swahili Korean Serbian Mirpuri Romani German Mongolian Twi Shona Nigerian Mandinka Hausa Filipino / Tagalog Bahdini Afrikaans 5031 1224 852 813 791 344 308 288 274 256 219 216 158 138 126 111 106 86 61 57 56 51 48 44 35 Slide 17 30 27 26 23 21 21 19 19 17 16 12 10 9 7 4 3 3 2 2 1 1 1 1

Top 10 Languages requested by GP practices – 1 April 2014 – 31 March 2015 Series 1 Polish Romanian Farsi Arabic Czech Kurdish-Sorani Urdu Mandarin Hungarian Turkish 5031 1224 852 813 791 344 308 288 274 256 Polish Romanian Arabic Czech 3% Urdu 3% 3% Mandarin 3% Turkish 3% Farsi Kurdish-Sorani Hungarian 8% 49% 8% 8% 12% Slide 18

Nottingham City. Care Partnership CIC 1 Standard Court Park Row Nottingham NG 1 6 GN e: citycare@nottinghamcitycare. nhs. uk t : 0115 883 9600 www. nottinghamcitycare. nhs. uk