Admissions

Some of these interpreter services can be VERY expensive (especially the phone call cost). So use them wisely. Are there any other ways you might be able to communicate (eg asking them to invite a friend or relative they feel they can trust or asking them to see a doctor who speaks their native language).

Remember, calls cost £1.45 + VAT per minute, so please use the service sensibly

Name

Location

Tel

Referral Criteria

How to refer

Face to Face Interpreting

contact reception @

Eccleshill Hospital

323 200

01274 323 200

●ring 01274 323 200 and ask reception to arrange an interpreter for you

Telephone Interpreting Service

National Interpreting Service

145 languages

24h per day/ 7d per week

all interpreters are trained, qualified professional interpreters who abide by a strict code of confidentiality and conduct

CALLING FROM:

landlines: 0800 028 0073

mobiles: 020 7655 4915

The free phone number and ID number are strictly confidential. Do not give the number out to unauthorised users or people outside North Bradford PCT.

●the client should be with you

●if you are calling from a landline phone: 0800 028 0073

●if you are calling from the patient's home phone, dial 0800 028 0073; it won't cost them a penny

●if you are phoning from a mobile phone: tel: 020 7655 4915

●remeber the cost:

£1.45 plus VAT per minute once the interpreter is on line

●please use the service sensibly

If you experience any difficulties with the responsiveness or quality of interpreting services, please inform the Patient Advice and Liaison Service (PALS) on tel: 366230.

Notes:

Some tips on using the service:

Restrict the conversation to the ‘matter in hand’.
If all the information you need to deal with the client is not available or if you need to consult a colleague it maybe wiser to say to the interpreter “I will call you back again in a few minutes”.
Try speaking in the ‘first person’ as if you were speaking direct to the non-English speaking person. ‘What is your name?’ – ‘Where do you live?’ – ‘Why have you come here?’
If the case is a sensitive case and you would prefer to have a male or a female interpreter, tell the operator when you first request the language.
Remember it is the interpreters job to interpret what each of you say, not to advise you or the client. The only time the interpreter will intervene is to seek clarification, or to make you aware of a cultural implication, which might cause offence.
All the interpreters are trained qualified professional interpreters who are bound by a strict code of confidentiality and conduct.

The Procedure

‘Interpreting over the phone’ access can be made from any telephone. No special equipment is required.

USE THIS PROCEDURE WHEN A CLIENT IS WITH YOU FACE-TO-FACE. YOU CAN USE A SINGLE HANDSET AND PASS IT TOO AND FRO, A HANDS-FREE PHONE, A NIS DUAL-HANDSET PHONE or a MOBILE PHONE. (IF YOU USE THE HOUSEHOLDERS PHONE IT WILL NOT COST THE HOUSEHOLDER ANYTHING.)

WHAT HAPPENS?

Dial: 0800 028 0073 or (020 7655 4915 from mobiles)

1.	NIS Operator:	What is your Client ID number?
	You	I've stored the number in EMIS under the phone directory (Interpreting Service Client ID)
2.	NIS Operator:	What language do you require?
	You	State the language required
3.	NIS Operator:	What organisation are you calling from
	You	Bradford PCT
4.	NIS Operator:	What is your practice name
	You	Answer with your practice name. Please make sure that the name of the practice is given when asked for.
5.	NIS Operator:	Please hold for an interpreter

● After about thirty seconds the operator will inform you that the interpreter is ‘now on line’. The interpreter will introduce him or herself by their first name and interpreter number. This information will be entered on to the record. If you wish, you can make a note of the interpreters ID – useful if you need to make a follow up call.

● Now brief the interpreter and tell the interpreter if you are using a single handset phone.
● Introduce yourself to the interpreter.
● Explain the problem, and what you want to achieve.
● The interpreter’s job is to interpret what you say and what the client says.
● When you have finished the interview, thank the interpreter and say ‘end of call’

Notes:

Some tips on using the service:

WHAT HAPPENS?

TRY THE FOUR MINUTE TRAINING LINE: 0800 298 4334