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Interpretation, Translation and Accessible Information
at Warrington and Halton Teaching Hospitals
Staff Guide
What is Interpretation and Translation?Translation ServicesInterpretation ServicesInterpretation and Translation - PolicyLanguageLine Solutions®LanguageLine Solutions® - Telephone InterpretingLanguageLine Solutions® - Video InterpretingDeafness Resource CentreDeafness Resource Centre – Booking GuideThe Big Word®The Big Word® - Booking Guide (Telephone)The Big Word® - Booking Guide (Face to face)Accessible Information Standards – “What is it?”Accessible Information Standards – 5 Steps of ImplementationAccessible Information Standards – “What do we do?”Communication – Tools and Clinical TranslationCommunication – Makaton and Easy ReadLanguage Identifier (1)Language Identifier (2)Consent and Safeguarding Children and AdultsGlossary of TermsNotes
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This booklet should be utilised in conjunction with the ‘Translation Services’ workspace on the extranet, available here:https://extranet.whh.nhs.uk/workspaces/translation-services
This booklet will provide a brief outline of what services are available for you to useand the key contacts for the Trust if you require additional support.
Contents
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What is…Interpretation and Translation?
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Interpretation – an interpreter is defined as a person who
translates a spoken or signed (British Sign Language) message
from one language to another. This can either face to face or by
telephone.
Translation – this relates to the written word being transmitted
from one language to another, including braille. Translation does
not strictly have to be in written text, it can also mean translation
into audio, CD, PDF for a website or a recorded video for
publication.
What is Interpretation?
What is Translation?
Translation Services:
Need to order a document in Braille, Easy Read, Large Print, ForeignLanguage and/or other formats?Our Provider for this service is The Big Word.Documentation of this nature is requested over the phone.Please call 03333 449 461 or email [email protected] will be connected to a team member to discuss your requirements in further detail.
The Trust has a variety of services available to support interpretation at Warrington and Halton Teaching Hospitals.
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1. Language Line Solutions® - 24/7 audio and video on-demand interpretation service available in over 200 languages (audio) and 40 languages (video).
2. Deafness Resource Centre – British Sign Language (BSL) interpretation, this is a pre-booked service which is delivered in person.
3. The Big Word® - this service provides telephone foreign language interpretation and staff can pre-book a foreign language face to face interpreter.
Interpretation Services
We use interpretation and translation services to support:• Non-English speakers• People for whom English is not their first language• Sign language users• People with a hearing or visual impairment• People with a learning disability• People who require d/Deaf or deaf blind communications
The primary interpretation services at WHH are:
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For support in accessing information about Interpretation and Translation,please contact the Patient Experience and Inclusion Team via email [email protected]
The Interpretation and Translation Policy can be found on The Hub:(under: Policies > Non-Clinical > Clinical Governance & Risk)http://thehub/PP/Policies/Interpretation%20and%20Translation%20Policy.docx
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Interpretation and Translation Policy
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It is the policy of the Trust to only use interpreters who are bilinguallycompetent, neutral, independent and professionally trained and qualified.
Use of relatives/carers as an interpreter:▪ Relatives and carers may wish to act as interpreters. They have the advantage
of knowing the patient and speaking the same language. However extremecaution needs to be exercised and it is advisable not to use family members,carers or other persons except in exceptional circumstances when no otheralternatives are available.
Use of children and or members of public as an interpreter:▪ Children, other patients or members of the public must never be used to act as
interpreters. Using untrained interpreters, risk a serious breach of patientconfidentiality.
Use of staff as interpreters:▪ It is generally unacceptable to use staff as interpreters. An approved, trained
interpreter should always be used. In emergency situations staff may interactwith patients for the purpose of social interaction.
It should be borne in mind that although staff may be happy to interpret it isnot always the most appropriate use of their time and furthermore there is noguarantee of the quality or impartiality of the member of staff’s interpreting.
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LanguageLine Solutions®Key Information
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LanguageLine Solutions® offers a 24/7 unlimited on-demand access to a professional, qualified interpreter foraudio (over 200 languages) and video interpretation (40languages) via their website and app, 365 days a year.
The on-demand video access does not require a pre-booked appointment. This service is accessed via a smartdevice (iPad / Tablet / Laptop / Work Phone) and utilisesthe same software as the audio application.
The service also offers British Sign Languageinterpretation Monday to Friday, 8-5pm.
More information on telephone and video interpreting can be found on pages6 and 7 retrospectively.
LanguageLine allows you to click onto the app,select the language you need, choose video oraudio and then you are connected to aninterpreter.
Dignity and RespectYou can turn off any video feed using the LanguageLine app and simply utilise the audio connection.
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LanguageLine Solutions®Telephone Interpreting
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CBU Client ID
Digestive Diseases
512699 - A4 512661 - A5- Elective 512663 - A5- Gastro 512667 - B4 512697 - Endoscopy
512685 - PACU 512665 - PIU 512669 - Pre-op 512695 - Theatres
Surgical Specialities
415481 – Ophthalmology 417397 – ENT and Audiology417417 – Urology417418 – Trauma and Orthopaedics417419 – Maxillo Facial
Women’s and Children’s
416759 – Gynae OPD416757 – Ward C20416758 – Antenatal Clinic416759 – The Nest (MLU)416760 – Antenatal Unit 416761 – Birth Suite416762 – Ward C23
416763 – Community Midwives416764 – Neonatal416765 – Ward B10416766 – Ward B11416767 – PAU416768 – Paediatric ART
Medical Care 416882 – All Wards, Departments and Services
Urgent and Emergency Care415974 – ED417426 – CAU417427 – Urgent Care
417428 – Ward A1 (AMU)417429 – Ward A2
Integrated Medicine and Community
417615 – Ward A8 and A9417612 – Ward B12 417613 – Ward B14 417612 – Discharge
417614 – Ward B19 417616 – Ward B3417617 – Ward C21417612 – Frailty Unit
Clinical Support Services (Outpatients, Radiology, Anti-Coagulation, Catheter Lab, Breast Screening)
417142 – Radiology/Catheter Suite315069 – Outpatients (Warrington)315071 – Outpatients (Halton)314090 – Breast Screening315069 – Anti-Coagulation
Clinical Support Services (Therapies)415676 – MSK Physio417618 – Therapies
When you wish to use the telephone interpreting service, please dial 0845 310 9900 and quote the relevant Client ID below:
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LanguageLine Solutions®On-Demand Interpreting
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CBU Authorisation Code
Digestive Diseases
X7PVQB7B4G – Ward A4Y4BMQQ3F47 – Ward A5 -Elective8GM6DMDQ4Y – Ward A5 -GastroXVDGHQDJTY – Ward B4HKG7834484 – Endoscopy 8398HGKPVT – PACUFG8VB644MF – PIUHFW8DXH6Q7 – Pre-OpM9M3FJPBBG – Theatres
Surgical Specialities
6KPX3X6348 – ENT and AudiologyM69YDMDGXT – UrologyKRG7QXVX3R – Trauma and OrthopaedicsKJKGHG6JV3 – Maxillo Facial
Women’s and Children’s VRTVXX7MY6
Medical Care XJFT74HGRV
Urgent and Emergency Care
W9R46QGHXP – Emergency DepartmentHGXQH4QJB6 – Combined Assessment Unit77GV84QXMF – Urgent Care Centre3JVWMDJ38G – Acute Medical Unit (AMU)JDYRJKYBJQ – Ward A2
Integrated Medicine and Community
MJMWX7P6B6 – Ward A8 and A9TFD6DRMG8B – Ward B12394GPP3PPF – Ward B14XQJH8VDMDV – Ward B1968RGHDMPXT – Ward B3MPG9HXJTY4 – Ward C21WD9W8GP7VD – Discharge Suite/ Frailty Unit
Clinical Support Services (Outpatients, Radiology, Anti-Coagulation, Catheter Lab, Breast Screening)
QY96XMJYW8
Clinical Support Services (Therapies) Y4988BGP3Y
The Insight App to utilise the LanguageLine Solutions On-Demand system is availablehere: https://insight.languageline.com
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Deafness Resource CentreKey Information
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▪ The average lip-reader can only read about 33% of what is actually said.▪ Deafened or hard of hearing people may or may not wear hearing aids. Even if
someone is wearing a hearing aid, it does not always mean they can hear andunderstand well.
▪ Profoundly Deaf British Sign Language (BSL) users will need a Qualified BSLInterpreter to fully communicate. For Deaf people, English is their secondlanguage and they might not have a good understanding of it – either spoken orwritten.
Top things to note about British Sign Language and people with a hearingimpairment:
The Deafness Resource Centre will need to know the following whenbooking an interpreter:▪ The date and time of the appointment▪ Type of communication support required (see below)▪ The name of the patient where possible, or at least their initials.▪ An authorisation name, or order number▪ A brief description of the nature of the appointment (so that I can pass on to the
interpreter)▪ Any personal needs or preferences of the patient (e.g. female only language
professional is required)
The Trust supplier for British Sign Language (BSL) interpretation is providedby the Deafness Resource Centre.Please see page 9 for details of how to book an interpreter.
In the event an emergency BSL interpreter is required, please utilise the LanguageLine On-Demand video interpretation service between the hours of 8am to 5pm, Monday to Friday.
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Deafness Resource Centre (DRC)Booking Guide
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A GUIDE TO: Providing Communication Support for Deaf or Hard of Hearing Patients
Trust Direct Contact for DRC is Evonne Evans
How to book:▪ Phone – 01744 23887 and ask for the Communications Service.▪ Email – [email protected] booking requests on weekdays after 5pm and prior to 9am and weekends,please phone 07779 708360 and the request will be dealt with under theemergency cover agreement.
What the DRC will need to know:▪ The date and time of the appointment.▪ Type of communication support required (see below)▪ The name of the patient where possible, or at least their initials.▪ An authorisation name, or order number.▪ A brief description of the nature of the appointment.▪ Any personal needs or preferences (e.g. female only interpreter)
What to expect from the DRC:▪ You will receive confirmation when the interpreter has been booked.▪ All bookings will be dealt with in confidence.
Different types of Communication Support:▪ British Sign Language (BSL) Interpreters▪ Lip Speakers – to assist those who prefer to lip read▪ Deaf-blind Interpreters – hands on and Deaf-blind manual▪ Speech to Text Reporters – either via laptop or full screen▪ Note-takers – to provide written notes to patients
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The Big Word®Key Information
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For guidance, 24-48 hours is considered short notice. However, in case ofemergency visits you should still contact The Big Word, who will try to book aninterpreter for you.
The Big Word supply telephone interpretation and faceto face interpretation. More information can be found onthe Trust extranet by following:‘Translation Services > The Big Word’
The Big Word have provided a Customer Services support line should you have any difficulties accessing the service. The number is 03333 449 461 or email [email protected]
The following details are required at the time of booking:• Full contact details and venue;• Date of assignment, start and finish time including an alternative option - add
extra time onto the booking if delays are anticipated;• State the language you require (target language);• Provide a purchase order or cost code (your line manager will be able to provide
you this information);• Detail the nature of the appointment together with any special instructions (for
example, a specific gender) or sensitivity.
If any details of the booking change this should be communicatedimmediately. More details can be found here:http://files.constantcontact.com/6a46636f101/b2f4b3a3-ba42-43c0-aa0a-9b9ec31f57d2.pdf
The earlier a request is made for an interpreter the greater the possibilityof an interpreter being identified for the specified date and time.
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The Big Word®Booking Information (Telephone)
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The Big Word®Booking Information (Face to face)
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You can book a Face to Faceinterpreter through IMS.Directby following the belowinstructions.
A full user guide is available on theExtranet under ‘Translation Services’
1) Open IMS.Direct by going to https://thebigword.ims.direct/SingleSignOn/
2) Click on the ‘Reset password’ link.3) Enter your work email address in the
username field – leave Client Code field blank.
4) You will receive an email with a password reset link which will expire in 24 hours.
5) Input a new password.
You can book an Interpreter for face to face interpretation throughThe Big Word online tool. If you are unable to access this tool, please call03333 449 461.
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Accessible Information StandardWhat is it? Who is it for?
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The Accessible Information Standards is for people living with a
disability, impairment and/or sensory loss.
This could be a patient, service user, carer or parent/guardian.
People may have difficulty in understanding the information that weprovide to them. This may be because they are:• Deaf/deaf• Blind• Having a learning disability• Have limited or no English• Limited literacy (need support with reading)• Have a condition which limits their ability to communicate (for
example a stroke or brain injury)• Have a mental health condition
The Accessible Information Standard is a law which aims to make surepeople with a disability or sensory loss are given information they canunderstand, and the communication support they need.(Mencap, 2021 - https://www.mencap.org.uk/accessible-information-standard)
By following this Standard, it should lead to improved outcomes andexperiences, and safer, better services.
An easy read version of the Standard can be found here:https://www.mencap.org.uk/sites/default/files/2017-04/AIS%20MENCAP%20FINAL%20SC.pdf
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Accessible Information StandardThe 5 Steps of Implementation
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Identify and/or find out if an individual has anycommunication and/or information needs.
Record those needs in a clear way on our electronicpatient record system – this is recorded as an alert.
Ensure that recorded needs are ‘highly visible’– please see the Alerts Policy and Protocols Policy fordetails on how to place an alert on a patients record.
In line with Information Governance frameworks, weshare information about individuals’ communicationneeds. Think… handover, discharge, transfer etc.Other NHS Trusts, or Primary Care may do this in areferral, always check for communication needs whenbooking appointments.
Take steps to ensure that individuals receiveinformation which they can access and understand.
ASK
RECORD
HIGHLIGHT
SHARE
ACT
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Accessible Information StandardWhat do we do?
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At WHH we must provide one or more communication or contactmethods which are accessible to and useable by the patient, serviceuser, carer or parent.Examples of accessible communication and/or contact methods include:
▪ Email,▪ Text message,▪ Telephone,▪ Letter.
Examples of different communication methods may be providing:▪ Large font letters or patient information▪ Easy read letters or patient information▪ Letters or patient information on yellow paper▪ Letters or patient information in Braille▪ Patient information in visual and audio formats including British Sign
Language
If you require support with communication methods, please contact the Communication Team on extension 2710 or by emailing
EIDO already has various clinical procedures in an alternativecommunication format, see page 17 for more information.
“Do you require your letters/information/communication in a different format?”
ASK
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Communication Tools and Clinical Translation
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Speech-to-text reporter:Many patients have applications on their personal devices which enable them toread what is being spoken to them. The Trust is also to provide this service, pleasecontact the Communications Team where more information is available.
Hearing Aids and Loop Systems:A person who is deaf or has hearing loss mayalso need support to communicate because theyuse a hearing aid – in which case a ‘loop system’should be provided, and care should be taken tospeak clearly.
There are a number of fixed and portable hearingloops available across the Trust, portable hearingloops can be requested by contacting theCommunications Team.
EIDO Resources: A wide range of resources are available from ourprovider EIDO, particularly for information aboutclinical procedures.
These include Easy Read, Large and Giant Print formats, screen reader andare available in a wide range of foreign languages. The database can beaccessed via the Extranet, by clicking on Patient Information or byfollowing this link: https://extranet.whh.nhs.uk/patient-information
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CommunicationMakaton and Easy Read
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Easy Read:Easy Read is about making written information easier to understand. EasyRead documents use short simple sentences with pictures.
Easy Read is primarily used by people with learning disabilities, autism andpeople who have difficulty with reading. It may also be used by peoplewith a mental health condition.
Makaton:Over 100,000 children and adults use Makatonsymbols and signs, either as their main methodof communication or as a way to support speech.
Makaton has been shown to be useful for all sorts of people includingthose who struggle with understanding concepts, those who have poorliteracy skills, including grammatical knowledge, and those with English asan Additional Language.
Learn a new Makaton word or phrase every Monday on Safety Huddle.
The Trust has a system called Widgit to create its Easy Read documents. More information can be found by contacting the Communications Team or the Learning Disabilities & Autism Specialist Nurse on extension 5479.
We use Widgit because it allows for consistency across both WHH andCommunity Services, this aides improved communication.
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Language Identifier“Please point to your language”
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Language Identifier“Please point to your language”
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Consent and SafeguardingChildren and Adults
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Decisions on the use of an interpreter must factor in patient choice and consent.Clinicians are required to seek informed consent before initiating treatments,carrying out any procedures or examining a service user/ patient who has themental capacity to give consent. If the patient requires communication support, it isnot acceptable to say that they do not have the mental capacity to give or withholdconsent. If a patient is assessed as not having mental capacity to make a decisionabout using an interpreter for accessing treatment a best interest decision meetingshould take place the clinician must make arrangements for an interpreter andtreatment should not be initiated until this happens.
Consent:
It is inappropriate under any circumstances to use children as interpreters todiscuss medical information, have sensitive conversations or to gain consent from apatient. A child is any person under the age of 18. If the patient requiring aninterpreter is a child, then we should not use the child’s family/ carers to interpret.A professional interpreter provided by the Trust should be used wherever possible.
Safeguarding Children and Adults:
This information is not exhaustive, please read the full policy for more details.
Adult Named LeadNurse
5223 - Bleep 218
Adult Safeguarding
Practitioner
2984 - Bleep 790
Adult Safeguarding
Administration5153 -
Bleep 193
Children’sSafeguardingTeam
2766 - Bleep 139
As with children, adults deemed as vulnerable should be have a professional face toface interpreter provided by the Trust in every instance.
Interpreters are not responsible for assessing whetheror not patients have experienced abuse. However, ifduring or after the interpreting session the patientdiscloses such information to the interpreter then theinterpreter will convey this message to the professionalsfor whom they are interpreting or the interpreter’s linemanager. It is the professional’s or the interpreters’ linemanager’s responsibility to take appropriate actionwhich may include involving Child or AdultSafeguarding.
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BSL interpreter – a person skilled in interpreting between BSL and English. A BSL interpreter
may be needed by a person who is d/Deaf or deafblind.
BSL translator – a person who can translate written or printed English into British Sign
Language (BSL).
d/Deaf – an individual who identifies as being deaf with a lowercase d is indication that they
have a significant hearing impairment. Many individuals who are deaf have lost their hearing
later in life and therefore are able to speak/ and read English to the same extent as a hearing
person. An individual who identifies as being Deaf with an uppercase D are indicating that they
are culturally Deaf. Most Deaf people are users of sign language, for most, English is a second
language and as such they may have a limited ability to read, write or speak English.
Deafblind – the generally accepted definition of Deafblindness is that persons are regarded as
Deafblind “if their combined sight and hearing impairment causes difficulties with
communication, access to information and mobility. This includes people with a progressive
sight and hearing loss”
Easy Read – is written information in an easy read format in which straightforward words and
phrases are used supported by pictures, diagrams, symbols and/or photographs to aid
understanding and to illustrate the text.
Interpretation - an interpreter is defined as a person who translates a spoken or signed (British
Sign Language) message from one language to another. This can either face to face or by
telephone.
Large Print – is printed information enlarged or reformatted to be provided in a larger font size.
Note, it is the font or word size that needs to be larger, not the paper size.
Translation – this relates to the written word being transmitted from one language to another,
including braille. Translation does not strictly have to be in written text, it can also mean
translation into audio, CD, PDF for a website or a recorded video for publication.
Glossary of Terms
Notes
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For more information please contact the:
Patient Experience and Inclusion [email protected]
