Background
Although the Australian Translating and Interpreting Service offers
the world’s largest free telephone health interpreter service, it
remains underused. This study explores barriers for nonmedical
practice staff to accessing telephone interpreters.
Discussion
The attitudes and leadership of nonmedical staff about the need for
interpreters may be key factors in promoting the use of interpreters
in the general practice setting. Misconceptions about telephone
interpreters abound among general practice staff. They defer
decisions about interpreter access to GPs, posing the risk that access
decisions become no-one’s business. A whole of system approach
to increasing uptake of interpreters is required, including education
of medical and nonmedical staff, incentives through Medicare, and
more explicit accreditation standards.
Results
One-quarter of the participants did not know about, and/or how
to use, telephone interpreters. Staff cited a range of ad hoc
communication strategies of dubious quality for non-English speaking
patients. All participants would only contact an interpreter on the
general practitioner’s direction; however few recalled any cases in
which the GP had done so.
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