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Criterion 1.2.3 Interpreter services

Our practice has policies and procedures for communicating with patients who are not proficient in the primary language of our GP(s).

Explanation

General practitioners have a professional obligation to ensure that they understand their patients' problems, and that their patients understand the GP's information and recommendations. Individual practices may never have experienced the need for an interpreter service, but they need to know that interpreter services exist and how to access them. The use of interpreters is sometimes challenging and may take some time; in some situations however, their use is essential in providing quality care. The Australian government provides a Translating and Interpreting Service (TIS) including the Doctors Priority Line, a fee-free telephone interpreting service that helps eligible doctors to communicate with patients who do not speak English.

There is also a free on-site interpreting service for GPs, subject to interpreter availability. Further information about TIS is available at www.immi.gov.au/tis or by telephoning 131 450. The Australian government also funds an interpreting service for patients who are deaf and use Australian Sign Language (AUSLAN). Information about this free AUSLAN interpreting service is available at www.nabs.org.au.

Use of a patient's relatives and friends as interpreters is common. This is acceptable if it is an expressed wish of the patient and the problem is minor. It is useful to consider whether relatives and friends will put their own interpretation onto translated communication. The use of friends or relatives in sensitive clinical situations or where serious decisions have to be made may be hazardous. The use of children as interpreters is not encouraged. Where possible, practices should use appropriately qualified medical interpreters.

Indicators

1. our GP(s) and staff who provide clinical care can describe how they communicate with patients who do not speak the primary language of our practice's GPs (interview)
2. our practice has a list of contact numbers for interpreter services (document review).

Publication Date: 18 July 2007
Authorised By: Standards