Summary: We can offer care in almost all languages spoken locally, using interpretation services
Who’s it for: All Staff
Meeting language needs
Patients should be able to access our services, in a way that meets their communication requirements, and does not prevent them from receiving a high quality of care.
To do this, it’s important to be prepared for patients who need interpreters.
- Registration: When a patients registers, ensure their language preferences are set, and, if their preferred language isn’t English, a warning is set on the system (see also Registrations and EMIS Web Basics)
- Face-to-Face Interpreters: If a face-to-face interpreter (including British Sign Language [BSL]) is deemed necessary, this should be arranged at time of booking
- Double appointments: These are advised for all appointments that require an interpreter
- Remote Interpretation: These services do not need pre-booking
- Other forms of translation should not be used:
- Friends & family should not be relied upon, as there are issues around appropriateness, confidentiality, control, and coercion
- Online translation tools should not be used, they do not provide the nuanced & personalised approach necessary in healthcare
Accessing interpreter services
Our service provider for translation/interpretation is Dals (previously DA Languages).
Pre-booked Face-to-face or video translation (incl. BSL)
- Visit link.dalanguages.co.uk
- Bookings → Create a new booking → Choose the interpreting service required
- Complete the form, selecting language & venue
- You will receive a reference number, which should be added to the patient’s record
Telephone translation
- Dial 0330 088 2443
- Enter the practice pin followed by # and the pin of the language required
- Press for 1 for any interpreter, 2 for male, 3 for female, and 4 for a specific interpreter
- Take note of interpreter’s ID for future use
- If a third party is needed, such as a patient for a telephone appointment, dial ‘9’ followed by the 3rd party’s number
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Practice | Pin |
Kingfisher & Surrey Docks | 156834 |
Penrose Surgery & Maddock Way | 174934 |
Knight’s Hill Surgery | 753414 |
Lewisham Medical Centre | 433337 |
Deptford Surgery | 173845 |
Nightingale Surgery | 448717 |
On-demand BSL interpretation
BSL interpreters are available 8am - 8pm, 7 days a week
- Visit https://connect.interpreterslive.co.uk/vri_atw or download the app here
- Enter your details → for ‘Account Type’ select ‘Corporate’ → enter your borough for ‘Organisation’ and practice name for ‘Department’ → click Connect Now
- If prompted, allow access to your camera and microphone
- You will enter the waiting area and the next available interpreter will collect you
Translating documents
This is useful when a patient has received emergency or planned treatment abroad, and their documents are in a foreign language
- Visit link.dalanguages.co.uk
- Bookings → Create a new booking → Translation/Transcription
- Provide requirements, including language, deadline & practice name
- Upload the files to the form
- Commissioners will review the quote for the services, and contact the practice for approval