We have both services and having read the
discussions you cannot just exclusively have telephone interpretation and there
are as always sensitive cases etc where a face to face is needed such as
safeguarding, mental health, child health, complex assessments. What we did at
NHS Peterborough is introduce a mandatory criteria for use of face to face for
exceptional use only and wider us of telephone therefore achieved substantial
efficiency in use of both services and indeed cost efficiency. We have also introduced
authorisation process for all face to face which has also worked well. Also
importantly you must ensure staff are trained in understanding how best and
multiple ways of using telephone and at which point it gets expensive. Equally
they need to understand the costs of face to face they may be incurring for
short, simple consultation which can easily be done over the phone at anytime
(avoids DNA, cancellation and oncosts fees that face to face would incur). Hope
this helps. Geeta
From:
Jane Fountain [mailto:[log in to unmask]]
Sent: 20 May 2010 10:39
To:
[log in to unmask]
Subject: Re: Criteria? RE:
Telephone interpreting
What worries me is that when, for
instance, a non-native English speaker is being questioned about their
mental health problems by an English speaker, the patient's standard of
English has to be exceptionally good for all the nuances to be picked up by both
sides. How many classes does that take??? And this is before other
aspects of cultural competence are considered!
I studied French at a grammar school, 3 times a week
for 6 years, but would find it very difficult to
explain something in French such as what was wrong with a car,
let alone a mental health or drug use issue (OK, this was in the 1960s
and I failed my French GCE, but hope you get the point!).
Jane
Jane Fountain
Professor of Substance Use Research
tel: +44 (0)1772 892 780
From: Health of
minority ethnic communities in the UK [[log in to unmask]]
On Behalf Of James Stephen (Ealing PCT) [[log in to unmask]]
Sent: 20 May 2010 09:49
To:
[log in to unmask]
Subject: Re: Criteria? RE:
Telephone interpreting
"Ration this resource"
very relevant comment, especially when
"We will redirect some of the money the Government
currently spends on translation into additional English classes. There will be
training for new immigrants, as well as those already here who cannot speak
English. This will help people integrate into society and broaden their
opportunities, irrespective of their background."
(from A contract for equalities,
Conservative eq manifesto) http://www.conservatives.com/News/News_stories/2010/05/Our_contract_for_equality.aspx
Stephen James, Head of Partnerships and Diversity, Ealing
Primary Care Trust,
From:
Health of minority ethnic communities in the UK
[mailto:[log in to unmask]] On Behalf Of
Sent: 20 May 2010 09:34
To:
[log in to unmask]
Subject: Re: Criteria? RE:
Telephone interpreting
In our practice we use face to
face interpreters where the clinician feels that telephone interpreteation is
not adequate (but we as clinicians have to accept that we m ust ration this
resource).
Pip Fisher
Date: Thu, 20 May 2010 09:20:32
+0100
From: [log in to unmask]
Subject: Criteria? RE: Telephone interpreting
To: [log in to unmask]
This is an interesting discussion. All my work on
access to and benefit from drug services and mental health services has found
language to be by far the biggest barrier (and identified a need for
interpreters who understand drug/mental health issues).
What are the criteria for decisions on whether the telephone
or face-to-face interpreting is used? We should be told!
Jane
Jane Fountain
Professor of Substance Use Research
tel: +44 (0)1772 892 780
From: Health of
minority ethnic communities in the UK [[log in to unmask]]
On Behalf Of Downie Jennifer [[log in to unmask]]
Sent: 20 May 2010 09:07
To:
[log in to unmask]
Subject: Re: Telephone
interpreting
We offer both - whilst telephone
interpreting is a lower cost, there will always be situations (complex
appointments, etc) where there is a need for face to face. We are doing a
piece of work at the moment around the 'appropriate' use of interpreters.
For example, staff need to be aware of the costs of booking face to face for
simple appointments but not be discouraged from using face to face where
appropriate.
Jennifer Downie
Equality & Diversity Manager
NHS Norfolk
01603 257252
07901 673958
From:
Health of minority ethnic communities in the UK
[mailto:[log in to unmask]] On Behalf Of Nafsika Thalassis
Sent: 19 May 2010 16:19
To:
[log in to unmask]
Subject: Re: Telephone
interpreting
I forwarded your message to a GP
practising in Lewisham, and he tells me that Lewisham PCT offer telephone
interpreting only.
Nafsika Thalassis
From:
Health of minority ethnic communities in the UK
[mailto:[log in to unmask]] On Behalf Of Arocha, Izabel
Sent: 19 May 2010 16:14
To:
[log in to unmask]
Subject: Re: Telephone
interpreting
This group might be
interested in the IMIA Guide on Telephone Interpreting, available at http://www.imiaweb.org/basic/TelGuide.asp
______________________________
Izabel Arocha, M.Ed.
President - International
Medical Interpreters Association - www.imiaweb.org
IMIA
- Leading the advancement of professional interpreters.
Please
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NOTE: This email is confidential and is intended only for the
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From:
Health of minority ethnic communities in the UK
[mailto:[log in to unmask]] On Behalf Of Devlin Alison (Central and North West London NHS
Foundation Trust)
Sent: Wednesday, May 19, 2010
10:50 AM
To:
[log in to unmask]
Subject: Re: Telephone
interpreting
The ambulance trusts are
predominantly telephone based interpreting services because of the call centre
element is telephone-based anyway but also because the clinical staff on the
scene need an interpreter immediately so (in the London Ambulance Service
anyway), use a mobile telephone and pass it between themselves and the patient.
Alison Devlin
Equalities and Diversity
Co-ordinator
Central and
Greater
Tel: 020 3214 5770
Mob: 07815 779030 Fax: 020 3214 5892
From:
Health of minority ethnic communities in the UK
[mailto:[log in to unmask]] On Behalf Of
Sent: 19 May 2010 15:45
To:
[log in to unmask]
Subject: Telephone interpreting
Dear all
There was some
conversation around telephone interpreting in November last year. One of the
contributions seemed to suggest in some areas there was a move away from face
to face toward telephone services. Is anyone aware of any Trusts or Boards that
have moved exclusively or predominantly to telephone interpreting?
Jim
Jim Robinson
Equality and Health Improvement
Facilitator
Lothian University Hospitals
Office Address:
The Bungalow
Community Child Health
10
Tel +44 (0) 131 536 0055
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