• Why Interpreting and Translation Services are required
• Aims & Objectives of the Service
• NHS Newcastle – NIS Background
• About the contract
• Introduction to Language Empire
• How To Access Our Services:
o Face-to-Face Interpreting
o Translation Services
o Telephone Interpreting
• Training & Development Offered:
o How to Work with an Interpreter Training
o How to Work With a BSL Professional Training
o Deaf Awareness Training
• Feedback & Performance Monitoring of Services
• Language Service Support Materials
• Website - Dedicated Client Section
• Website – www.newcastleinterpretingservice.co.uk
• Key Contacts – Names
Legal / Statutory Duty
• Effective health care has been described as including
an understanding of the cultural systems of
patients, communities & the factors that may assist or
hamper effective healthcare delivery.
• Language & communication barriers can prevent
Language & communication barriers can:
• Decrease a patient’s understanding of their needs & the ability of
a service to meet those needs.
• Create difficulties in determining accurate medical histories.
• Lower the likelihood of the patient receiving a referral.
• Affect a patient’s ability to comply with discharge instructions &
NHS organisations must ensure equality of access to services &
not discriminate against service users.
NHS Trusts will commission translation services in line with
standards of regulatory authorities.
Main legislation applying to this area is:
• NHS Reform & Health Care Professions Act 2002
• Human Rights Act 1998
• Race Relations Amendment Act 2000
• The Disability Discrimination Act 1995 & 2005
• Equality Act 2010
• European Convention on Human Rights 1950
• The aim of the service is to enable patients, for whom
English presents a significant language or communication
barrier, to have access to a high quality & confidential
• This also applies to patients who require an interpreter for
their carer or parent.
• The service provider will deliver interpreting & translation
services for GP practices, dentists, pharmacists &
optometrists in Newcastle, North Tyneside and
The purpose of an interpreting service is to help:
• Promote equal access to health & social care services for patients
who experience a language / communication barrier
• Promote best practice in the field of interpreting
• Achieve the highest level of competence
• Protect the privacy of all parties & the confidentiality of
• Maintain professional conduct & comportment
The expected outcomes are:
• High levels of satisfaction from patients accessing
• High levels of satisfaction from health & social care
professionals accessing the service
• Timely access to interpretation services
• Positive responses & actions to patient & peer
feedback on service improvement
• Briefing paper & community activity plan advises:
o Recent procurement of new interpreting services
o Timescales for new arrangements
o Guidance for primary care contractors
• The interpreting service:
o Delivers services for professional users
o Provides education sessions for social care & medical students
o Works with local & national groups to ensure service improvement to meet
needs of the local community
o Employs 5 substantive staff members & has a network of approx. 65
o Promotes equal access to health & social care services for patients who
experience a language / communication barrier
o Promotes best practice in the field of interpreting
o Will achieve the highest level of competence
o Provides a 24/7 service, 365 days of the year
NHS Newcastle Contract
with Language Empire
• In May 2012 , the NHS North of Tyne joint board decided that a
procurement exercise should be undertaken.
• Specification were informed by feedback received from
patients, contractors & representatives from the community & voluntary
• The procurement ran Jul 2012 - Jan 2013. 5 companies were selected to
submit full tender documentation.
• Following review, the contract was awarded to a Lancashire-based
company called Language Empire (LE).
• Staff currently employed by NHS North of Tyne will transfer to LE ensuring
continuity of skills, experience & quality of service.
• The contract will begin on Mar 2013 & run for 2 years.
• Established 2001
• Specialise in providing face-to-face interpreters
• Specialise in public sector only, mainly NHS
• Sector specific interpreters provided
• Provide over 450 languages & dialects
• Non-spoken language interpreters provided i.e.
BSL, Deaf Blind Manual etc.
• Document translation & telephone interpreting
Our Business Hours
• We provide a 24-hour service, 7 days a week. We
cater for emergency & short-term bookings for out-
of-hours services, inc. but not limited to, home
treatment teams and in-patient teams e.g. in
mental health settings.
• Mon-Fri: 8.00am-8.00pm
• Out of Hours: Mon-Fri = 8.00pm-8.00am
• Out of Hours: Sat, Sun, Bank Holidays
• Member of (ATC) Association of Translation
• Member of (ITI) Institute of Translation & Interpreting
• Member of (REC) Recruitment & Employment
Our Quality Standards
• Achieving the Customer First Standard in 2009
• Achieving the Investors in People Standard 2012
• ISO9001: 2008 Quality Management System
• ISO9001 / BSEN 15038 Translation Services
• ISO14001 Environmental Management
• ISO27001 Information Security Management
• ISO18001 Health & Safety Management
Services We Provide
• Face-to-Face Spoken Language Interpreting
• British Sign Language & other non-spoken language
• Telephone Interpreting
• Video Interpreting
• Translation Services
• Training & Development
How To Request Face-to-
Face Interpreting Services
• Over 450+ spoken languages & dialects offered
• We generally require 24-48 hours notice.
• The more notice you give increases the chances of
interpreters being available to accept bookings
Unable To Provide
In certain cases we may not be able to
provide a face-to-face interpreter because
• No interpreter available
o Various reasons, i.e. Too Short Notice
• Rare / exotic Language
• Emergency booking - will take too long for
interpreter to arrive
• Interpreter may not be suitable for the booking e.g.
gender / mental health specific
Recruitment Campaign –
• Since Mar 2013 we have launched a massive
recruitment campaign for interpreters in the North
• It will continue for 12 months to support the delivery
• To ensure we are able to achieve an overall target
fill rate of 98%.
• Recruit & quality control interpreters to ensure
• To train & develop more interpreters in specific
languages, where we identify an increased
Notice for Bookings
• We compiled a list of languages for which the NIS was unable
to provide an interpreter.
• We have identified rare / exotic languages where more
notice is required for a booking.
• We will uphold the quality of interpreters that you have come
to expect from NIS.
• Please note that the notice periods are for indication purposes
only, when booking a face-to-face interpreter.
• For all languages, the more notice we are given, the better
the chances of filling the booking.
• This ensures that a suitably qualified interpreter is available to
carry out the booking.
• Many interpreters of rare / exotic languages also work for other
agencies, so can get booked up very quickly, leaving us unable
to provide the service.
• If we are unable to source an interpreter for an urgent medical
booking, we may advise use of a telephone interpreter.
• In extremely rare cases, where a telephone interpreter is not
suitable, we will source a face-to-face interpreter from outside
the area to carry out the assignment.
4-7 Days Notice Desired
• Bengali (Sylheti / Dhaka)
• Chinese Cantonese
• Chinese Mandarin
• Farsi (Persian)
7-10 Days Notice Desired
Rare & Exotic
• Haitian Creole
• Serbo Croat
• Slovakian (Slovak )
• Somali (Somalian)
• BSL - British Sign Language
• Sign Supported English
• Finger Spelling
• Notetaking (Electronic & Manual)
• Speech to Text Operators
• Lip Speaking
• Lip Reader
• Deafblind Communicator
• Other sign languages
for BSL Bookings:
• Emergency requests are given priority.
• All account managers work together as a team to
ensure the booking is worked on.
• We try our best & exhaust all options.
• LE has professionals, in spoken & non-spoken
languages, ready to attend emergency bookings
i.e. last minute emergency requests during & out of
• Online booking
• Fax (dedicated & general fax number)
• Email (dedicated & general email address)
• Over the phone, in an emergency only
• All staff will have access to create bookings online.
• To log into the site, you need an account number, username &
• Each venue / site / department will have an individual username and
• Click on the ‘Clients’ button which will take you to the client log-in
• Enter your Log In Credentials.
• Once logged into your account, there is a section called ‘Support’ which
provides information on how to make a booking online etc.
• You can also download an online booking user guide from your internal intranet.
• Should you require support for accessing the system any time, please contact our
offices where a member of staff will be able to assist with your query.
Live On Line Booking Demo
LE- Language Service Manager
Booking by Fax & Email
• To create a booking by fax/email, please download the LE ‘Face-to-Face
Interpreter Request Form’ template from your internal intranet.
• The dedicated email address is stated at the bottom left of the form.
• The form must be completed in full and faxed over to the dedicated fax
number which is stated at the bottom left of the form.
• Good Practice
• Once you have sent the fax/email, if you don’t get a call to
acknowledge your request, please call to check the fax has been
• Our target for confirming & acknowledging a booking is within one hour
from the receipt of your fax/email.
INTERPRETER REQUEST FORM BY EMAIL
East Lancashire NHS Trust
TO: LANGUAGE EMPIRE – North West
FROM: East Lanacshire NHS Trust
Service or GP Practice:
Patient name or ref:
(Full Postal Address):
Booking made by and
Date: Tel No/Email/Fax details (please complete all):
Please Enter Your Dept Code: LE0................
Booking Over The Phone
• Bookings are accepted over the phone in an emergency.
• When making an emergency booking, please provide us with your
• Same day bookings are accepted and we always try our best to find
• An interpreter availability check is done.
• We will call you back to confirm whether we have someone
available or not.
• Upon confirmation of the interpreter availability, you will be required
to send us a formal request via online, fax or email.
• Once we have all the details and they are put through our system, a
job sheet will be issued to the interpreter with all the job details.
At Translation Empire, we specialise in the high
quality translation of various documents including the
Legal – Contracts, letters, patents, court documents
Medical – Doctor’s reports, pharmaceutical reports &
Technical – Scientific documents in all fields
Financial / Business – Annual reports, tax forms, business
cards & letters
Certificates – Birth certificates, marriage
certificates, divorce certificates, qualifications
Multimedia – Leaflets & brochures, website & software
localisation, posters & other advertisements etc.
Specialist Subject Areas
Architecture & Building
Banking & Finance
Food & Drink
Geography & Geology
Oil & Gas
Private & Public Sector
… and many more!
How to Request Telephone
Interpreting (TI) Services
A scheduled telephone interpreting can be booked
via the following methods;
The procedure is the same as face-to-face bookings.
• Online Booking Scheduled Telephone Interpreting
• Fax (dedicated & general fax number)
• Email (dedicated & general email address)
• Over the phone, in an emergency only
Calling a Telephone Interpreter when the non-English speaking person is with you.
1. Free Phone 0800………………………
2. You will also be asked to provide your
- 4 Digit Access Code
- User Code which starts with LExxx (The user code is your department code).
- Full name and/or department.
-‘Language Required’ (*Specify whether you require a female or male interpreter)
3. Stay on the line whilst the operator connects you to an interpreter within seconds. (In some cases it may take longer -
about a minute or two)
4. Brief the interpreter on the nature of the interpretation about to take place.
5. Interpreter to introduce themselves to your
6. Proceed with the call by giving the interpreter
your first question. Continue the conversation.
7. Let the interpreter know when you have finished and then hang up the call.
• We aim to set up telephone interpreting for all North
East NHS Venues
• Will be complete by approx. June / July.
• Some venues currently have a provision for
telephone interpreting, this will remain the same.
How to Work With a F2F
• We offer training on How to Effectively Work with a
Spoken Language Face-to-Face interpreter.
• Working with an interpreter has its challenges.
• There are conventions to follow that ensure an
interpreting assignment completes successfully.
• Mistakes can create serious problems, if information
With this training, our clients will learn:
• What to do before, during & after the assignment
• How to inform interpreters of technical language that will
• Role of the interpreter
• Type of language to use when conducting the interview
• What not to do!
• The training session lasts approx. 3 hours, with a
scenario & Q&A session
• This training is not only effective, but important.
• ‘How to Effectively Work with an Interpreter’ training
helps identify the common errors & mistakes that
• Our trainers are experienced & qualified interpreters with
your best interests in mind.
• In addition to their experience & qualifications, we will only
assign interpreters who have extended expertise of your
sector & industry.
How to Work With a BSL
• Role play
• Scenarios encountered by D/deaf people in a
• Why use professional interpreters?
• How to Work with an Interpreter
• Booking interpreters
• Confidentiality & information sharing
Deaf Awareness Training
Aims of the Course
• To develop a basic understanding of deafness
• To be aware of how to communicate with deaf
• Different types of deafness - definitions
• Deaf identity & how we describe deaf people
• Communication & language
For all services we provide, you will receive a feedback questionnaire. Feedback you
provide plays an important part in the quality of services we deliver to your organisation.
We may call you to collect feedback over the phone.
Where possible, please complete feedbacks to:
1. Rate your experience with our company. Tell us how we are doing.
2. Help us identify problems / issues with our customer service, our staff / any other
important aspect of our service i.e. online booking.
If you don’t tell us, we will never know!
In Your Pack You Will
• A2 Language ID Chart Poster
• A3 User Guide Poster on How To Access Our Services (F2F
Interpreting, Telephone Interpreting, Document
• A4 and A5 Leaflets
• Online Booking Username and Password
• Online Booking User Guide A5 Booklet
• Booking form (for use by fax or email)
• List of Languages
• Telephone Interpreting Pack
• ‘How To Use an Interpreter Effectively’ booklets for each
• Stickers with Contact Details
• Promotional Gifts
On your organisation’s intranet, you will have the following:
• Good Practice Guide to Working with Face-to-Face
• Quick Access Guide
• Online Booking User Guide & *Access details documentation
• *If access details are not on your organisation’s
intranet, please check with your contract manager.
• Please check with your organisation, where on the intranet the
information may be located.
Language Empire Website
Our website has a dedicated client area, where we
have uploaded useful resources. We are also
developing videos on how to access and get the best
out of our services. In addition, we can offer online
video based training.
Dedicated Client Area on our website with useful
information & resources to assist clients.
We welcome comments & suggestions to improve
the information available to clients when using our
We will be setting up a dedicated website for services
to be delivered for:
• Newcastle North & East CCG
• Newcastle West CCG
• Northumberland CCG
• North Tyneside CCG
• Other public & private organisations in the North
Key Contacts – Names
• Yasar Zaman (CEO)
• Andrew Turner (Business Development Exec.)
• Denise Briddon (Service Development & Office
NHS Newcastle, North of Tyne & Northumberland
• Mark Adams (Director of Commissioning)
• Teresa Davies (Clinical Manager)
• Dr. Lesley Young-Murphy (Interim Director of
Community Care & Organisational Development)
How to Make a Complaint
• When making a
complaint, please ensure that
the contract manager at
your organisation is made
aware of the nature of the
• Please also ensure they are
copied into any
correspondence with regard
• Where possible, please
complete our complaints
• LE has a complaints policy in place to strictly monitor the quality of our
services and to investigate and resolve any disputes immediately within 7
Our Complaint Policy & Procedure is as follows:
• Complaint acknowledged within 24 hours
• Please allow 14-21 days for the complaint to be investigated
• A response will be submitted within 21-30 days of the complaint being made.
• If you, the client, are not happy with the outcome of this complaint, we will
then implement our dispute resolution procedure.
• LE takes all complaints seriously. You can be assured that our response to you
will be satisfactory.
• Email: firstname.lastname@example.org
• By Post & Fax
Question & Answer Session
Thank you for your time.
We hope you found this session helpful.
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