Interpreter Services

Policy

Under the Code of Health and Disability Services Consumers' Rights, where necessary and reasonably practicable we have an obligation and duty to provide patients with a competent interpreter. Patients have the right to effective communication under right 5 of the Code.

A trained interpreter facilitates communication between clinicians and patients where there is a language barrier or language difficulties. Patients may need an interpreter or translation service if they:

• don't speak English or have limited English
• are deaf/hearing-impaired or speech-impaired
• don't understand complex clinical information – this may include people who are competent with everyday English
• have whānau who require an interpreter.

We make it clear to patients that trained interpreter services can be made available, and advise them of any costs. We make provision to ensure that patients can communicate with staff throughout their time at the practice. Any requirements or provisions identified for a patient are clearly documented in the patient record and the need for an interpreter is flagged.

Patients who need support are encouraged to bring whānau (aged 18 or above) or a support person to their appointment. If possible, we also arrange a trained interpreter. An untrained interpreter should only interpret for a patient in limited situations to avoid linguistic and ethical concerns.

Organising an interpreter

Ensure that patients understand that using a trained interpreter is free of charge and confidential.

Patients have the right to refuse an interpreter. If this happens:

• clearly document the refusal in the patient notes
• use clinical judgement when deciding whether to continue treatment or not.

We create an alert in the PMS to make staff aware that a patient is hearing impaired or requires an interpreter.

Double appointments are booked when using an interpreter.

See also Health Navigator: Interpreter services and Cole's Medical Practice in New Zealand: Working with interpreters.

Interpreter services used by our practice

Q30

We use the following service(s) to access professional interpreters:

• Auckland DHB Interpreter Service – ph 0800 559 555 (urgent interpreter)
• Decypher Interpreting and Translating – ph (07) 853 0480
• Connecting Now – ph 0800 854 737 or email support@connectingnow.com.au
• Interpreting New Zealand – ph 0508 INTERPRET (0508 468 377)
• iSign Deaf Aotearoa – ph 0800 934 683
• CMDHB ITS Interpreting and Translation Service – ph (09) 276 0014 or email its@cmdhb.org.nz
• NZ Relay
• WATIS Interpreting Service (Waitemata DHB) – ph (09) 442 3211