Who should act as interpreter in Healthcare environments?

Healthcare professionals are often faced with patients and carers for whom English is not their mother tongue and, in some instances, people who are not able to speak English at all, or certainly well enough to have a conversation in what could be a stressful and complex situation. So what is the best approach to dealing with these cases?

In providing guidance for healthcare professionals a London trust advises;

 ‘ The use of a relative, friend, untrained volunteer or member of staff to interpret for a service user or carer may appear, at first glance, to have several advantages. They are readily available, they may appear to be familiar with the patient’s problems and the patient may find their presence reassuring.’

However there are implications when relatives, friends, untrained volunteers or members of staff are allowed to interpret for individuals.

Relatives and friends

Using relatives and friends to interpret may inhibit the service user or carer from discussing embarrassing issues or disclosing past events such as abuse. There are also risks that relatives and friends may change what is said because they want to:

  • Protect the service user or carer from bad news, or decide to tell them in private later
  • Withhold information about side effects, believing that it will improve compliance
  • Hide the true causes of an injury

Untrained staff/volunteers

The use of an untrained volunteer or member of staff to interpret, although helpful at times, has the following implications:

  • Availability cannot be guaranteed, especially in an emergency or outside working hours
  • Most will not have received any training in interpreting and although some may have an instinctive understanding of what is required, others may lack empathy or have a poor grasp of the language
  • Service users or carers may be worried about confidentiality when using an interpreter who is not qualified or known to them, especially if they are both members of a small community

Professional Interpreters

Professional interpreters will be expected to have had proper training and awareness of these important issues, specifically from a mental health perspective.

The trust has agreed:

Relatives, friends, untrained volunteers or staff should not be used as an interpreting resource. Children should never be used as interpreters.

Extract from ELCMHT Guidance on: The use of interpreters
Tim Bishop  06/11/2006

The position of North West Interpreters Ltd

This advice is repeated by many other bodies and confirms the beliefs of North West Interpreters, driven by anecdotal evidence over more than ten years of providing services to health professionals as well as other organisations.

Whenever interpreting is required, staff should use qualified personal interpreters provided by a professional interpreting service provider.

By employing North West Interpreters:

HEALTH CARE PROVIDERS ARE ABLE TO MATCH NEED WITH APPROPRIATE SKILL LEVELS IN ORDER TO MANAGE BUDGET CONSIDERATIONS

Link to whole Tim Bishop report: http://www.eastlondon.nhs.uk/uploads/documents/interpreting_guidelines_v10_october_2006.pdf

 

 

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Interpreting in Heathcare environments – Quick Tip

In some heathcare trusts, there may be pressures to make use of telephone rather than face-to-face interpreting services, although the experience of clinicians would indicate that this form of interpreting has limited value for psychological therapy, or for health-related work in general.

A cost comparison will usually show that this is not a cost effective option though many commissioners assume this to be the case.

To discuss this in more detail, please get in touch with NWI

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Profile – Bill Wilson

Bill Wilson is Chairman and Managing Director of North West Interpreters Limited. Bill oversees the operation of the business and is responsible for the sales and marketing functions.

Bill led the team of volunteers and community workers in the Holy Trinity area of Ashton under Lyne who created North West Interpreters more than ten years ago. When Bill met the first group of unemployed people in a church hall in Ashton he immediately saw the incredible range of knowledge and skill  they possessed and was very angry that these did not seem  to be recognized or valued  by society.

The first group  included people from many different backgrounds and cultures and many different nationalities. including Indian, Pakistani, Bangladeshi, Egyptian,  Polish,  Somali, Congolese, and Ethiopian.

The group shared an enormous appetite for learning and, besides their mother tongue, spoke English and many other languages as well.

With support from Tameside Council and training from the WEA, Bill enabled the group to qualify as Community Interpreters and formed our Social Enterprise company; North West Interpreters Limited

Before working as a business adviser specialising in Social Enterprise, Bill had been self employed as a director of his own and family companies for over twenty years.

Whilst earning his living in the private sector Bill devoted much of his own time to working as a volunteer with charities and other community organizations. He was an early supporter of Lifeshare in Manchester and helped found Manchester Action on Street Health many years ago. Bill was a Director of Hyde community action and Tameside Third Sector Coalition.

Bill Wilson - in disguise!

He was a founding director of Tameside Home Services Ltd (Tameside’s most successful Social Enterprise)

Bill blends significant small business experience with a passionate drive to help others.

He is currently Vice Chair of the international charity, The Optimists, based in New York. The Optimists work to support the education of over 400 disadvantaged children in Bangladesh. He is Chief Adviser to the UK Optimists organisation.

Bill spent a month in Bangladesh two years ago and will return soon to build a community business with village weavers in a Monipuri village in rural Bangladesh.

Community support in Bangladesh

Bill is a director of Gortonia Republic of Art Limited CIC and a general committee member of its sister community association. Bill retains directorships in family businesses.

Bill lives with his extended family on the edge of the Peak District National Park and is often to be found cooking for family and friends. With children aged between eleven and forty-something, the Wilson household is rarely dull.

Growing up near Maine Road, Bill is, by default, a Manchester City supporter and occasionally enjoys a football match though his first sports love is Ice Hockey, with his son Tom playing for the Manchester Universities club and his grandson Max having captained England to their best ever 2nd place in the world championships a couple of years ago.

Grandson number one, BJ ,combines studying medicine at Keele with helping run the Tameside basketball club and training the junior teams. The undoubted sport star is however Bill’s grand daughter Isabella who combines playing basketball with riding and caring for her pony (appropriately called Billy)

As a man of the sixties, Bill loves to listen to the voices of his generation most especially Bob Dylan, Joan Baez, and Leonard Cohen.

Bill’s wife Diane says that they occasionally sneak off to their favorite hotel on the river Tay near Perth in Scotland where Bill can practice his latest hobby of fly fishing and we can watch the grass grow for a few days.

Despite his diverse and full life, Bill continues to maintain a strong commitment to NWI.

When you contact North West Interpreters you know you will be in good hands.

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Advice for interpreting in a legal context

The law society advises that solicitors should use a different interpreter to the one used by the police where;

  1. The interpreter arranged by the police cannot meet all of the client’s needs, listed in Section 2.1 of this practice note
  2. There are multiple suspects
  3. The client knows the interpreter arranged by the police personally or by repute

Other factors you should consider, include whether:

  • The charges are of a particularly sensitive and/or serious nature
  • There is a significant risk that the client’s comprehension of police questioning, and/or the accuracy of the interpretation of police questioning will be disputed, and the interpreter is a potential prosecution witness in the matter
  • Community relations are such that the client has little confidence in the interpreter/police relationship, and this may affect the quality of your consultation and the development of the fiduciary relationship between you and your client

For full details, here is a link to the Law Society Practice note:

http://www.lawsociety.org.uk/productsandservices/practicenotes/interpreters/4471.article

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Interpreting for Justice

Interpreting for Justice

In order to ensure that justice is done it is often necessary for the police and solicitors to employ interpreters when dealing with people with little or no English.

The law society guidelines advise that;

You should establish if a defendant or suspect has:

  • Difficulty understanding or expressing themselves in English, in particular formal legal language
  • A hearing or speech impediment,
  • Is deaf

If the defendant or suspect is a foreign language speaker, you should:

  •   Ascertain the person’s preferred language
  •   Check for any regional variation in the language spoken

If the defendant or suspect is deaf, you should ascertain their preferred means of communication, for example, whether they use sign language or lip read.

You should discuss the client’s preferences before selecting an interpreter, for example, their sex, age, religion or the dialect spoken.

An example quoted by a solicitor states: 

Our client was arrested and charged with robbery after a night in
the West End of London. The evidence against him was from officers
involved in undercover operations against ‘hugger muggers’ in
Central London and it was alleged he was working as part of a gang.

Our client did not speak English and we arranged interpreters
to take his instructions and prepare his case thoroughly. The use
of an interpreter also meant we were able to understand the
cultural issues in his defence and present these to the Court

This case went to trial lasting five days in front of a jury and
our client was found not guilty.

When selecting interpreters and translators the Law Society further advises that to find an interpreter of recognised quality, you may choose from the following:

Spoken language interpreters should have passed the Law Option of the Diploma in Public Service Interpreting or have met one of the following criteria:

  1. Obtained an appropriate skill or qualification
  2. Be on the internal firm’s list, as required by the Legal Services Commission (LSC) contract as being of an acceptable standard

North West Interpreters maintains a database of specialists and can provide people at all levels depending on need including DPSI and higher qualifications.

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Profile – Forhana Ahmed

Forhana Ahmed - North West Interpreters Company SecretaryForhana Ahmed is the Company Secretary and Operations Manager for North West Interpreters. She is a fluent Sylheti (Bangla) speaker and has worked for NWI since 2006.

Initially working as a volunteer with NWI Forhana took a contract with the company. She now has responsibility for all day-to-day management of the service and provides the primary contact with our clients. Forhana has unrivalled knowledge of our team of translators and interpreters enabling her to make the perfect match between client and team member.

With previous experience in the banking sector,  Forhana has an especial eye for detail and ensures that the often complex and sensitive nature of our work is completed to the clients satisfaction. Forhana maintains our database of interpreters and translators checking the accreditations and qualifications of applicants and ensuring compliance to company guidelines and statutory requirements (including CRB checks where appropriate.)

Forhana follows up the issuing of job instructions with both client and interpreter to ensure that all a clients needs are met, she then logs feedback into our system. She also occasionally completes interpreter assignments when her particular expertise in the children’s sector is needed.

From her earliest years in south Manchester Forhana was learning about business from her father Sajidur Rahman one of the North’s leading Sylheti entrepreneurs owner of the now famous Chittagong restaurant in the Salford of the sixties.

As a mother of four and an enthusiastic cook Forhana could rewrite the book on work-life balance, juggling the needs of two school age boys and the demands of teenage daughters. The board of directors always look forward to meetings as Forhana is often accompanied by dishes of her favourite Bengali food creations

Forhana became interested in interpreting when her eldest son was hospitalised as a baby and she was introduced to the complexities of the National Heath Service and all it can provide. She was concerned when she was asked to help other Bengali people with little or no English struggling with the information needs of clinical and administration staff. Her skills were soon in demand more widely as other health care professionals began to recognise her talent and value her understanding. When North West Interpreters was launched, Forhana joined a group of volunteers to help develop the business. As the fledgling social business struggled in this strange new world, it benefited from the support of many volunteers, including Forhana and her businessman husband.

When you contact North West Interpreters you know you will be in good hands.

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New premises reinforce and enhance North West Interpreter’s services

North West Interpreters move to the new Tameside Centre for Enterprise has delivered a real boost to the services offered by the company.

With interpreter and translation services at competitive rates in over sixty different languages. NWI had outgrown its previous premises and it was proving a challenge to maintain their established high service levels.

“Our business is all about communication” says Bill Wilson, NWI  Chairman. “We at last have all our facilities under one roof with the state of the art IT and training room facilities we need to deliver the level of service demanded by our clients. The excellent technical  set-up is supported by full conference and board room facilities. This is the right move at the right time”

If you are looking for quality interpreting and translation services at truly competitive rates, give NWI a call

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North West Interpreters move to state of the art new premises

NWI is pleased to announce its move into the New Tameside Centre for Enterprise.

The centre a brand new build is the brainchild of the Tameside College’s Enterprise Team.
NWI Staff being welcomed by TCFE Manager Colin BellThe Centre Manager, Colin Bell, welcomed NWI’s Forhana Ahmed and two of her colleagues saying that he was pleased to have one of the area’s leading social enterprise businesses headquartered at the centre.

The centre, which boasts the very latest in IT and communications technology, is part of the St Petersfields development in Ashton under Lyne.

The centre recently opened by HRH The Duke of Gloucester .

"This move represents a great step forward"
 said NWI Chairman, Bill Wilson.

North West Interpreters is a community owned and managed social enterprise business offering interpreter and translation services at competitive rates in over sixty different languages.

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Leeds University

Early in its start up period North West Interpreters were asked to provide a service interpreting and translating from a set of audio tapes.

We completed interpretation and transcription of thirty interviews of the elderly residents of Ashton under Lyne, which had been conducted by a University of Leeds Research Department.

This work uncovered the need for sometimes complex translation services. The company now offers a complete service with the provision of documents in PDF format.

 

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Surestart, St Peters

A growing ‘Surestart’ project working with families and children in the St Peters Ward of Ashton under Lyne with a diverse multicultural population.

The wide range of languages used in the area caused Surestart to consider different ways of communicating with their prospective clients.

This led to them calling on the services of our Translators and Interpreters.

At first we translated some small documents but now work with larger documents including leaflets and posters.

Northwest Interpreters is now offering culturally sensitive design alongside the usual translation service.

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