| Interpreting services for WDHB secondary health services |
WDHB Interpreting Policy is located on the Intranet by searching under Corporate : Quality : Controlled Documents : Search function
Printable Quick Guides
Online Quick Guide
Guide 1: How to access
interpreters
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Service types |
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- (TINT) Telephone interpreting: this
service can connect one to six people over the phone
with an Interpreter supporting the communication
process between the non-English speaker(s) (NES) and
English speaker(s) (ES).
- (SINT) Face to Face (site)
interpreting: this service provides an Interpreter to
support face to face communication process between NES
client and ES GP staff at the specifi ed
clinic/location.
- (APC) Appointment Confirmation:
this service provides an Interpreter to confirm/
cancel/ reschedule appointments with NES clients over
the phone.
- (TA) Telephone Assignment: this
service provides an Interpreter to do 1-3 follow-up
calls with NES clients (eg checking medications/health
status) with specific instructions.
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Service
Guidelines |
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- Face to Face (site) interpreting service (SINT) is useful for any of the following criteria:
- Consultations take more than 45 minutes discussion.
- Conducting thorough first assessment of clients.
- Exercising of power under the Mental Health Act.
- Process involves narrative therapy, counselling, complex discussions or large group discussions.
- Discussing bad news (e.g. serious medical issue).
- Getting client's informed consent.
- Procedures involve local anaesthesia.
- For sign language interpreting.
- Telephone interpreter is useful for any of the following situations:
- Patient /client interaction is urgent.
- The information is of a type that could ordinarily be discussed with the client over the telephone e.g. admission and check out procedures; and the interpretation is required only for a brief period of time and is for less than 45 minutes.
Please click the link here to see when to use what services(pdf)
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Access Criteria |
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Limited English Speaking or Non-English speaking migrant and refugee clients who are:
- Eligible for publicly funded health services in NZ.
- Do not speak English or have limited English speaking
language proficiency.
- Have hearing impairments requiring sign language
interpreting.
- Are eligible for free interpreting service.
For clients not eligible for free interpreting service, the cost will be charged to clients by accounts receivable after confirming the service and hours utilised. |
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DHB Obligations (Legislation & Policy) |
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Clients have rights to effective communication, please refer to
- The Right 5 of the Code of Health & Disability Services Consumers' Rights
- Section 6 of the Mental Health (Compulsory Assessment and Treatment) Amendment Act 1999
- WDHB Interpreting Policy on WDHB intranet
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Client
Confidentiality |
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- All information communicated to the
interpreter remains confidential.
- Interpreters are required to follow
WDHB Policies and protocols in regard to client
confidentiality.
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Training |
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The following trainings are available from WATIS:
- How to access or book interpreting
services.
- How to work with interpreters
effectively.
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Booking Information /
Feedback / Reports |
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Available online via http://www.watis.org.nz/booking/booking_search_user.php
or contact us by phone |
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Languages
provided |
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Available online via http://www.watis.org.nz/info/language.php
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Service Hours |
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24hours 7 days. |
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How to make urgent
bookings |
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Urgent bookings = Bookings requiring immediate response (for same day appointments).
- Dial 09-442 3211
- You will be asked the following information:
- Your Access/Cost Centre Code.
- Your surname, then first name; service/clinic name and phone number.
- Service required (e.g. TINT, SINT, APC, TA).
- Language required.
- Start time of appointment.
- Duration of appointment.
- For SINT: Appointment Location.
- Preferred interpreters: Gender/Name.
- Fax a Job Request Form to WATIS 09-4868307 for documentation record.
Response: For TINT - please hold and you will be connected with an interpreter within 10 minutes or if you prefer WATIS could call you back within 10 minutes. For SINT/APC/TA - WATIS will call back to confirm. |
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How to make non-urgent bookings |
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Non-urgent bookings = Bookings for same day or future date appointments (not requiring immediate response).
You can fax a Job Request Form or if you have the online access:
- Go to www.watis.org.nz
- On the Left Bar on web-page, click "SIGN-IN".
- Enter your email address and password.
- Select/Click “MAKE BOOKING”.
- Complete the online booking form and click "SUBMIT".
Response: For Manual Bookings - a fax confirmation will be sent to you. For Online Bookings ?an email confirmation will be sent to you before the appointment time or within specified time-frame noted in your booking form. |
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How to contact us |
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For enquiries/urgent changes to bookings: 09-442 3211 (x2211)
For non-urgent changes via web online: www.watis.org.nz
For feedback: 09-486 8920 ext 2102 or via web online www.watis.org.nz
Interpreting Service Provider: WDHB WATIS Interpreting Service
WATIS Fax: 09 486 8307 |
Guide 2: How to work with
interpreters
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Interpreter's
roles |
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Interpreters' roles are threefold ONLY:
- To act as a Conduit to process spoken language, with meaning, so that the exact
equivalent is provided in the target language, with no omissions, additions or editing.
- To act as a Clarifier to interpret underlying and metaphorical meanings within the cultural context.
- To act as a Cultural Advisor to provide a necessary framework for the message being interpreted. The interpreter would inform either party about relevant cultural practices and expectations, ethics and etiquette when there is either apparent or potential misunderstanding, and assist in maintaining a good therapeutic relationship through mutual respect and understanding.
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Trained
Interpreters |
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Trained Interpreter refers to someone who has received certified professional qualifications.
Competencies expected from trained interpreters include:
- Understanding of their roles.
- Ability to provide consecutive interpreting (i.e. interprets after 2nd party has finished speaking).
- Ability to provide sight translation (i.e. translate documents in sessions such as consent forms, Mental Health Act etc. Written translations are not part of the role.
- Have knowledge of NZ health system and basic health terminology.
- Adheres to the Interpreters' Code of Ethics (Accuracy; Confidentiality; Impartiality; No conflict of interest; Professional courtesy; Declining work; contractual obligations; Standard of conduct).
It is recommended that trained interpreters be used when required to communicate effectively with clients especially when:
- Determining client's medical history, injury, and ailment.
- Explaining confidential/ sensitive issues / bad news (serious medical issues).
- Client and / or family are distressed/emotional.
- Client is undergoing invasive procedure/treatment.
- Discharge or referral information needs to be given.
- Managing an entire episode of complex care.
- Client is undergoing therapy /counselling and crisis intervention.
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Untrained
interpreters |
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Untrained interpreter refers to family members, friends, support persons, volunteers, or staff or anyone who has not had professional training as an interpreter.
Untrained interpreters should only be used when:
- Clients insist because of confidential/sensitive issues/bad news
- It is really urgent and there is no interpreter available
- It is only for very simple/non-medical related information
Commonly committed errors in interpreting especially when using untrained interpreters: Omission; Addition; Substitution; Role exchange; Closed/open statements; Normalisation; Condensation. |
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How to assess the need for
an interpreter |
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- Ask your client open ended questions that require more than a YES/ NO answer.
- Ask your client to repeat what you have just said in their own words.
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How to work with
interpreters |
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It would be more effective when working with an
interpreter to make time for a short pre-briefing
session, and also for a de-briefing session after the
appointment time. 1. Pre-session brief
- Introduce yourself (your role).
- Identify a leader for the session (if more
than one health professional).
- For face to face sessions, arrange an
appropriate seating arrangement to facilitate
the communication.
- Brief interpreter the purpose and objectives
of the session.
- Obtain cultural background from the
interpreter (if necessary or if you with to
understand cultural etiquette).
- Establish mode of interpreting ?consecutive
or simultaneous.
- Brief on confidentiality protocol (this also
includes not discussing client in the
session).
| 2. Session structure
- Introduce interpreter and
explain your and their role to the client
(include fact that everything said in the
session will be interpreted ie no private
discussions between parties during the session).
- Assure client that rule of
confidentiality applies to both practitioner and
interpreter.
- Establish ground rules of
speaking through the interpreter (ie not to).
- For face to face sessions,
maintain eye contact with your client (if
appropriate) not with interpreter.
- Expect the interpreter to use
the 1st person singular when interpreting.
- Direct questions/statements
to the client or family not directly to the
interpreter.
- Do not enter into direct
conversation with the interpreter.
- Do not ask the interpreter
for their opinion (only for cultural clarifi
cation).
- Pause at regular intervals
for the interpreter to assimilate and interpret.
- Allow enough time for the
interpreter to convey information (it may only
take 3 words to explain but it may take more
time for the interpreter to convey the
information in their language.
- Use short sentences.
- Check with interpreter about
any cultural contexts for information by patient
(if necessary).
| 3. De-briefing after the
session
- Summarise session and discuss
whether objectives where met (there may be
language or cultural reasons if objectives were
not met).
- Clarify diagnostic /treatment
issues where necessary.
- Clarify any cultural issues,
interpretation of words or concepts.
| 4. General guidelines
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In the interests of clinical safety it is
advisable that interpreters are not left alone
with the client/family either before or after the
session. (They may require a private place to wait
before the session begins).
Since clients often identify strongly with the
interpreter for cultural reasons, they may divulge
information to the interpreter before or after the
session which they do not share with the
practitioner. This leaves the client vulnerable
and the interpreter holding information they may
not be equipped to deal with. For this reason
interpreters are not to transport clients.
Interpreters are expected to engage with the
client/ family in a professional capacity only,
for the purposes of the health intervention. It is
understood that interpreters may know clients from
a social context given the small communities to
which many migrant and refugee clients belong.
This can be addressed in the pre-briefing session
if necessary. | |
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Important Things to
Note |
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- Face to face interpreting - a huge percentage (93%) of face to face communication is brought across from non-verbal communication and “the way we say things” (eg. tone of voice, intonation, stress, pitch, speed, volume).
- For telephone interpreting ? there is no visual cues, and in order for interpreters to interpret effectively, ES need to consider asking basic and succinct information and use simple languages and watching the speed to overcome heavy accent and pronunciation which impact over the phone communication significantly.
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How to work with a
Telephone Interpreter |
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I= Interpreter; ES= English Speaking Staff; NES=
Non English Speaking Client
NB: Appointment
location must have a speaker phone.
Once the Interpreter is on the phone (before the
session)
| I: |
- Identify his/her name and role, and confirm
start time with ES staff/doctor.
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| ES1: |
- Introduce his/her name and role to the
Interpreter.
- Agree interpreting mode (consecutive/
simultaneous) to be used for the session.
- Brief the Interpreter the purpose and /
objectives of the session.
- Obtain cultural background / greetings (if
necessary).
- Identify leader for the session if there are
more than one ES staff joining the
call.
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During the session: ES staff directs information, questions and
answers to NES client through the Interpreter (using 1st
person singular). Must pause for interpreting at regular
intervals (after 3 short sentences and allow time for
Interpreter to assimilate and interpret for effective
interpreting)
| ES2: |
Good morning I am Dr XXXX and I am
doing a physical examination.
We have an
interpreter to support your communication and
his/her name is ZZZZZ. |
| ES3: |
Please note that everything said in
the session will be interpreted ie no private
discussions between parties during the session)
and that confidentiality applies to both
practitioner and interpreter. |
At the end of the session:
| ES4: |
If there is a need to clarify with the
Interpreter regarding any cultural context or
communication issues (must let client knows that
this is happening before doing this). |
| ES5: |
Confirm the session end time with the
Interpreter (HH:MM). | |
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How to work with
Interpreters in Face to Face session |
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Same as above except for the following:
- Before session: check the Interpreter's ID Card to verify the name and role
- During the session: maintain eye contact with client
- At the end of the session: confirm session end time and sign the Interpreter Job Form
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What is Consecutive Interpreting |
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The interpreter speaks after the source-language (SL) speaker has finished speaking. When the SL speaker pauses or finishes speaking, the interpreter then renders the entire message in the target language (TL). This is the most common mode used by health professionals and most preferred by interpreters. This interpreting process will double the time require for consultation session. This is the most commonly used mode.
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