How to Access Our Services

Newcastle NHS Training Delivered by: Andrew Turner (Business Development Executive)

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AWARENESS TRAINING SESSION

AGENDA

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• Why Interpreting and Translation Services are required

• Aims & Objectives of the Service

• NHS Newcastle – NIS Background

• About the contract

• Introduction to Language Empire

• How To Access Our Services:

o Face-to-Face Interpreting

o Translation Services

o Telephone Interpreting

• Training & Development Offered:

o How to Work with an Interpreter Training

o How to Work With a BSL Professional Training

o Deaf Awareness Training

• Feedback & Performance Monitoring of Services

• Language Service Support Materials

• Website - Dedicated Client Section

• Website – www.newcastleinterpretingservice.co.uk

• Key Contacts – Names

• Complaints 3

WHY INTERPRETING & TRANSLATION

SERVICES?

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Legal / Statutory Duty

• Effective health care has been described as including an understanding of the cultural systems of patients, communities & the factors that may assist or hamper effective healthcare delivery.

• Language & communication barriers can prevent effective care.

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Language & communication barriers can:

• Decrease a patient’s understanding of their needs & the

ability of a service to meet those needs.

• Create difficulties in determining accurate medical histories.

• Lower the likelihood of the patient receiving a referral.

• Affect a patient’s ability to comply with discharge

instructions & follow-ups.6

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NHS organisations must ensure equality of access to services & not discriminate against service users.

NHS Trusts will commission translation services in line with standards of regulatory authorities.

Main legislation applying to this area is:• NHS Reform & Health Care Professions Act 2002

• Human Rights Act 1998

• Race Relations Amendment Act 2000

• The Disability Discrimination Act 1995 & 2005

• Equality Act 2010

• European Convention on Human Rights 1950

AIMS & OBJECTIVES OF THE SERVICE

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• The aim of the service is to enable patients, for whom English presents a significant language or communication barrier, to have access to a high quality & confidential interpretation service.

• This also applies to patients who require an interpreter for their carer or parent.

• The service provider will deliver interpreting & translation services for GP practices, dentists, pharmacists & optometrists in Newcastle, North Tyneside and Northumberland.

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The purpose of an interpreting service is to help:

• Promote equal access to health & social care services for

patients who experience a language / communication barrier

• Promote best practice in the field of interpreting

• Achieve the highest level of competence

• Protect the privacy of all parties & the confidentiality of

information

• Maintain professional conduct & comportment

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The expected outcomes are:

• High levels of satisfaction from patients accessing

the service

• High levels of satisfaction from health & social care

professionals accessing the service

• Timely access to interpretation services

• Positive responses & actions to patient & peer

feedback on service improvement

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NHS Newcastle – NIS Background

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• Briefing paper & community activity plan advises:o Recent procurement of new interpreting serviceso Timescales for new arrangementso Guidance for primary care contractors  

• The interpreting service:o Delivers services for professional userso Provides education sessions for social care & medical studentso Works with local & national groups to ensure service improvement to

meet needs of the local communityo Employs 5 substantive staff members & has a network of approx. 65

interpreterso Promotes equal access to health & social care services for patients who

experience a language / communication barrier o Promotes best practice in the field of interpreting o Will achieve the highest level of competence o Provides a 24/7 service, 365 days of the year

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NHS Newcastle Contract with Language

Empire

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• In May 2012 , the NHS North of Tyne joint board decided that a procurement exercise should be undertaken.

• Specification were informed by feedback received from patients, contractors & representatives from the community & voluntary sector.

• The procurement ran Jul 2012 - Jan 2013. 5 companies were selected to submit full tender documentation.

• Following review, the contract was awarded to a Lancashire-based company called Language Empire (LE).

• Staff currently employed by NHS North of Tyne will transfer to LE ensuring continuity of skills, experience & quality of service.

• The contract will begin on Mar 2013 & run for 2 years.

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Introduction to Language Empire

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About Us • Established 2001• Specialise in providing face-to-face interpreters

nationwide• Specialise in public sector only, mainly NHS• Sector specific interpreters provided• Provide over 450 languages & dialects• Non-spoken language interpreters provided i.e.

BSL, Deaf Blind Manual etc.• Document translation & telephone interpreting

services provided

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Our Business Hours• We provide a 24-hour service, 7 days a week. We

cater for emergency & short-term bookings for out-of-hours services, inc. but not limited to, home treatment teams and in-patient teams e.g. in mental health settings.

• Mon-Fri: 8.00am-8.00pm• Out of Hours: Mon-Fri = 8.00pm-8.00am • Out of Hours: Sat, Sun, Bank Holidays

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Our Memberships

• Member of (ATC) Association of Translation Companies

• Member of (ITI) Institute of Translation & Interpreting

• Member of (REC) Recruitment & Employment Confederation

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Our Quality Standards• Achieving the Customer First Standard in 2009• Achieving the Investors in People Standard 2012• ISO9001: 2008 Quality Management System • ISO9001 / BSEN 15038 Translation Services

Management Standard • ISO14001 Environmental Management• ISO27001 Information Security Management • ISO18001 Health & Safety Management

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Services We Provide • Face-to-Face Spoken Language Interpreting • British Sign Language & other non-spoken

language interpreting • Telephone Interpreting • Video Interpreting • Translation Services • Training & Development

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How To Request Face-to-Face Interpreting

Services

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Spoken Languages • Over 450+ spoken languages & dialects offered

Notice required:• We generally require 24-48 hours notice.• The more notice you give increases the chances

of interpreters being available to accept bookings

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Unable To ProvideIn certain cases we may not be able to provide a face-to-face interpreter because

• No interpreter availableo Various reasons, i.e. Too Short Notice

• Rare / exotic Language• Emergency booking - will take too long for

interpreter to arrive• Interpreter may not be suitable for the booking

e.g. gender / mental health specific

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Recruitment Campaign –12 Months • Since Mar 2013 we have launched a massive

recruitment campaign for interpreters in the North East.

• It will continue for 12 months to support the delivery of services.

• To ensure we are able to achieve an overall target fill rate of 98%.

• Recruit & quality control interpreters to ensure suitability.

• To train & develop more interpreters in specific languages, where we identify an increased demand.

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Notice for Bookings • We compiled a list of languages for which the NIS was unable to

provide an interpreter.

• We have identified rare / exotic languages where more notice is required for a booking.

• We will uphold the quality of interpreters that you have come to expect from NIS.

• Please note that the notice periods are for indication purposes only, when booking a face-to-face interpreter.

• For all languages, the more notice we are given, the better the chances of filling the booking.

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• This ensures that a suitably qualified interpreter is available

to carry out the booking.

• Many interpreters of rare / exotic languages also work for

other agencies, so can get booked up very quickly, leaving us

unable to provide the service.

• If we are unable to source an interpreter for an urgent

medical booking, we may advise use of a telephone

interpreter.

• In extremely rare cases, where a telephone interpreter is not

suitable, we will source a face-to-face interpreter from

outside the area to carry out the assignment.

4-7 Days Notice Desired

• Albanian • Amharic• Arabic• Bengali (Sylheti / Dhaka)• Bulgarian• Chinese Cantonese• Chinese Mandarin• Czech• Dari • Farsi (Persian)• French• German

• Hindi• Italian• Kurdish• Latvian• Lithuanian• Polish• Portuguese• Punjabi • Pashto • Romanian• Russian• Spanish

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7-10 Days Notice DesiredRare & Exotic

• Armenian • Bosnian• Croatian • Eritrea • Filipino • Finnish • Georgian• Georgian • Greek • Haitian Creole• Hakka• Hausa

• Hebrew • Hungarian • Japanese• Korean • Lao • Lingala• Malagasy • Malayalam• Mandingo • Mirpuri • Nepali • Pashto

• Serbo Croat • Sinhala • Sinhalese • Slovakian (Slovak

)• Somali

(Somalian)• Sudanese • Swahili

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Non-Spoken Languages

• BSL - British Sign Language• Sign Supported English• Finger Spelling • Notetaking (Electronic & Manual)• Speech to Text Operators • Lip Speaking • Lip Reader • Deafblind Communicator• Other sign languages

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Notice required for BSL Bookings:

We generally require 10-14 days notice.

Emergency Requests• Emergency requests are given priority.

• All account managers work together as a team to

ensure the booking is worked on.

• We try our best & exhaust all options.

• LE has professionals, in spoken & non-spoken

languages, ready to attend emergency bookings

i.e. last minute emergency requests during & out

of office hours.31

Face-to-Face Interpreter Booking

Methods • Online booking

• Fax (dedicated & general fax number)

• Email (dedicated & general email address)

• Over the phone, in an emergency only

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Online Booking• www.language-empire.net

• All staff will have access to create bookings online.

• To log into the site, you need an account number, username & password.

• Each venue / site / department will have an individual username and password.

• Click on the ‘Clients’ button which will take you to the client log-in page.

• Enter your Log In Credentials.

Support• Once logged into your account, there is a section called ‘Support’ which provides

information on how to make a booking online etc.

• You can also download an online booking user guide from your internal intranet.

• Should you require support for accessing the system any time, please contact our offices where a member of staff will be able to assist with your query. 33

Live On Line Booking Demo LE- Language Service Manager

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Booking by Fax & Email

• To create a booking by fax/email, please download the LE ‘Face-to-Face Interpreter Request Form’ template from your internal intranet.

• The dedicated email address is stated at the bottom left of the form.

• The form must be completed in full and faxed over to the dedicated fax number which is stated at the bottom left of the form.

• Good Practice

• Once you have sent the fax/email, if you don’t get a call to acknowledge your request, please call to check the fax has been received.

• Our target for confirming & acknowledging a booking is within one hour from the receipt of your fax/email.

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INTERPRETER REQUEST FORM BY EMAIL

East Lancashire NHS Trust I NTERPRETER REQUEST

TO: LANGUAGE EMPI RE – North West FROM: East Lanacshire NHS Trust Service or GP Practice: Patient name or ref: Appointment date: Time: Appointment with: Estimated duration: Venue (Full Postal Address): Language required: Other requirements (eg gender): Booking made by and job position:

Date:

Tel No/Email/Fax details (please complete all):

Please Enter Your Dept Code: LE0................

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Sam

ple

F2

F B

ookin

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Form

Booking Over The Phone

• Bookings are accepted over the phone in an emergency.

• When making an emergency booking, please provide us with your Account Details.

• Same day bookings are accepted and we always try our best to find an interpreter.

Procedure• An interpreter availability check is done.

• We will call you back to confirm whether we have someone available or not.

• Upon confirmation of the interpreter availability, you will be required to send us a formal request via online, fax or email.

• Once we have all the details and they are put through our system, a job sheet will be issued to the interpreter with all the job details. 37

Quick Feedback

Job Sheet Sample

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• Confirming Attendance

Confirming Attendance of

Interpreter

Feedback: IQC

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Inte

rpre

ter

Qua

lity

Che

ck

How to Request Face Translation Services

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Req

uest

ing

A

Tra

nsl

ati

on

: T

he

Pro

cess

Translation Services

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Multilingual Design

Voiceovers

Transcription

Website Translation

Braille & Large Print

Easy Read

Copy Editing

Text Translation

Proofread

Printing

Leaflet Design & Print

Packages

Multilingual Banners

Outreach Campaign &

Multilingual Promotion

Speech to Text (STT) /

Palantypists

Document TypesAt Translation Empire, we specialise in the high quality translation of various documents including the following:

Legal – Contracts, letters, patents, court documentsMedical – Doctor’s reports, pharmaceutical reports & labelsTechnical – Scientific documents in all fields Financial / Business – Annual reports, tax forms, business cards & lettersCertificates – Birth certificates, marriage certificates, divorce certificates, qualificationsMultimedia – Leaflets & brochures, website & software localisation, posters & other advertisements etc.

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Other Documents Academic CertificatesAdvertisement TranslationsAnnual Report TranslationBirth CertificatesBook TranslationBrochure TranslationCassette TranslationCertificate TranslationDiploma TranslationDocumentary TranslationFinancial DocumentsInsurance DocumentsImmigrationLeaflet TranslationLegal Contract TranslationManual Translation

Marriage CertificatesMedical TranslationMarketing TranslationMultimedia TranslationMusic TranslationPassport TranslationPoetry TranslationPolitical documentsPoster TranslationQuestionnaire TranslationReport TranslationScript TranslationSurvey TranslationWillsWebsites

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Specialist Subject Areas

AdvertisingAeronautical EngineeringAgricultureArchitecture & BuildingAutomotive EngineeringBanking & FinanceBiochemistryBiologyBusinessChemical EngineeringChemistryCivil EngineeringEconomicsElectrical EngineeringElectronics

EngineeringEnvironmentEU MattersFood & DrinkGeography & GeologyHuman ResourcesHumanitiesInformation TechnologyInsuranceLawLiteratureManagementManufacturing ProcessesMarketingMathematics

Mechanical EngineeringMediaMedicineNuclearOil & GasPatentsPharmaceuticalsPhysicsPoliticsPrivate & Public SectorPublic RelationsTelecommunicationsTransport… and many more!

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How to Request Telephone Interpreting

(TI) Services

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Scheduled TI

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A scheduled telephone interpreting can be booked via the following methods;

The procedure is the same as face-to-face bookings.

• Online Booking Scheduled Telephone Interpreting Booking Form

• Fax (dedicated & general fax number)

• Email (dedicated & general email address)

• Over the phone, in an emergency only

On-Demand TI

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Calling a Telephone Interpreter when the non-English speaking person is with you.

 1. Free Phone 0800………………………

2. You will also be asked to provide your

- 4 Digit Access Code

- User Code which starts with LExxx (The user code is your department code).

- Full name and/or department.

- ‘Language Required’ (*Specify whether you require a female or male interpreter)

 3. Stay on the line whilst the operator connects you to an interpreter within seconds. (In some cases it may take longer - about a minute or two)

 4. Brief the interpreter on the nature of the interpretation about to take place. 5. Interpreter to introduce themselves to your client/claimant/patient. 6. Proceed with the call by giving the interpreter your first question. Continue the conversation. 7. Let the interpreter know when you have finished and then hang up the call.

Telephone Interpreting Set Up

• We aim to set up telephone interpreting for all North East NHS Venues

• Will be complete by approx. June / July.

• Some venues currently have a provision for telephone interpreting, this will remain the same.

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ADDITIONAL TRAINING OFFERED

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How to Work With a F2F Interpreter

Training • We offer training on How to Effectively Work with

a Spoken Language Face-to-Face interpreter.

• Working with an interpreter has its challenges.

• There are conventions to follow that ensure an interpreting assignment completes successfully.

• Mistakes can create serious problems, if information is misinterpreted.

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With this training, our clients will learn:

• What to do before, during & after the assignment

• How to inform interpreters of technical language that will be used

• Role of the interpreter

• Type of language to use when conducting the interview

• What not to do!

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• The training session lasts approx. 3 hours, with a scenario & Q&A session

• This training is not only effective, but important.

• ‘How to Effectively Work with an Interpreter’ training helps identify the common errors & mistakes that can occur.

The trainers

• Our trainers are experienced & qualified interpreters with your best interests in mind.

• In addition to their experience & qualifications, we will only assign interpreters who have extended expertise of your sector & industry.

How to Work With a BSL Interpreter Training

• Role play• Scenarios encountered by D/deaf people in a

medical setting • Why use professional interpreters?• How to Work with an Interpreter• Logistics• Dynamics• Booking interpreters• Confidentiality & information sharing

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Deaf Awareness Training

Aims of the Course• To develop a basic understanding of deafness• To be aware of how to communicate with deaf

people

Course Content• Different types of deafness - definitions• Deaf identity & how we describe deaf people• Communication & language

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FEEDBACK ON THE SERVICES WE

PROVIDE

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For all services we provide, you will receive a feedback questionnaire. Feedback you provide plays an important part in the quality of services we deliver to your organisation. We may call you to collect feedback over the phone.

Where possible, please complete feedbacks to:

1. Rate your experience with our company. Tell us how we are doing.

2. Help us identify problems / issues with our customer service, our staff / any other important aspect of our service i.e. online booking.

If you don’t tell us, we will never know!

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SERVICE SUPPORT MATERIALS PROVIDED

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A2 S

ize La

nguage ID

Chart

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A3 S

ize U

ser G

uid

e Po

ster

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In Your Pack You Will Receive

• A2 Language ID Chart Poster• A3 User Guide Poster on How To Access Our Services

(F2F Interpreting, Telephone Interpreting, Document Translation)

• A4 and A5 Leaflets• Online Booking Username and Password • Online Booking User Guide A5 Booklet• Booking form (for use by fax or email)• List of Languages• Telephone Interpreting Pack• ‘How To Use an Interpreter Effectively’ booklets for

each department.• Stickers with Contact Details • Promotional Gifts 61

Other Resources On your organisation’s intranet, you will have the following:

• Good Practice Guide to Working with Face-to-Face Interpreters

• Quick Access Guide

• Online Booking User Guide & *Access details documentation

• *If access details are not on your organisation’s intranet, please check with your contract manager.

• Please check with your organisation, where on the intranet the information may be located.

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WEBSITES

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Language Empire Website

Our website has a dedicated client area, where we have uploaded useful resources. We are also developing videos on how to access and get the best out of our services. In addition, we can offer online video based training.

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www.language-empire.com

Dedicated Client Area on our website with useful information & resources to assist clients.

We welcome comments & suggestions to improve the information available to clients when using our services.

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NIS Website

We will be setting up a dedicated website for services to be delivered for:

• Newcastle North & East CCG • Newcastle West CCG• Northumberland CCG• North Tyneside CCG• Other public & private organisations in the North

East

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www.newcastleinterpretingservice.co.uk

Key Contacts – Names Language Empire• Yasar Zaman (CEO)• Andrew Turner (Business Development Exec.)• Denise Briddon (Service Development & Office

Manager Newcastle)

NHS Newcastle, North of Tyne & Northumberland• Mark Adams (Director of Commissioning)• Teresa Davies (Clinical Manager)• Dr. Lesley Young-Murphy (Interim Director of

Community Care & Organisational Development)

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How to Make a Complaint

• When making a complaint, please ensure that the contract manager at your organisation is made aware of the nature of the complaint.

• Please also ensure they are copied into any correspondence with regard to complaints.

• Where possible, please complete our complaints form.

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• LE has a complaints policy in place to strictly monitor the quality of our services and to investigate and resolve any disputes immediately within 7 working days.

Our Complaint Policy & Procedure is as follows:

• Complaint acknowledged within 24 hours

• Please allow 14-21 days for the complaint to be investigated

• A response will be submitted within 21-30 days of the complaint being made.

• If you, the client, are not happy with the outcome of this complaint, we will then implement our dispute resolution procedure.

• LE takes all complaints seriously. You can be assured that our response to you will be satisfactory.

• Email: complaints@language-empire.com

• By Post & Fax 69

Question & Answer Session

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Thank you for your time.

We hope you found this session helpful.

Please complete the feedback form to rate our presentation.

End of Presentation