Language support for access
to mainstream services
11th July 2014
National Refugee Resettlement Forum
Jennifer Lamm
Ministry of Health
Language Support for Mainstream Health
Services
• Right 5: Code of Health and Disability
Services Consumer Rights - Right to
Effective Communication
• Interpreting services in DHBs
• Primary Health Interpreting
• Translation Apps
• How to use interpreters – training resources
• CALD cultural competency training
• Language matched health practitioners
• Translated resources
Right 5: Code of Health and Disability Services
Consumer Rights
Right to Effective Communication
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(1) Every consumer has the right to
effective
communication in a form, language,
and manner
that enables the consumer to
understand the
information provided. Where
necessary and
reasonably practicable, this includes
the right to
a competent interpreter.
(2) Every consumer has the right to an
environment that
enables both consumer and provider
to communicate
openly, honestly, and effectively.
DHBs Interpreting and Translation Service Policies
and Protocols
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Interpreting Policy and Guidelines
DHB Interpreting Services: Four Modalities
Primary Health Interpreting Services in
the Auckland region
 Includes: PHOs-GP
services; community
pharmacies, labs, radiology;
A&M clinics; Plunket;
Independent midwives;
Birthcare; Family Planning
etc
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How to Access the Service…
How: (a) For immediate / same
day appointments, face to face and
telephone interpreters can be
booked over the phone.
(b) For advanced appointments,
face to face and telephone
interpreters can be booked by fax
or via the interpreter service online
booking system.
Training for the interpreting workforce
Training for Interpreters
• Mental Health Training
• Managing Crises and challenging
incidents
• Cultural Competency Training
Training for health & disability
practitioners
• Cultural Competency Training
• How to work with interpreters
CALD Cultural Competency Training for the Health and
Disability Workforce
• Interactive learning –
discussion, exercise,
videos, theory and
assessment
CALD cultural competency on-line training
CALD - Working with Interpreters Training
Interactive learning – discussion,
exercise, videos, theory and
assessment
What is Listen Please
Listen Please is a clinical translation application (app) for the Apple iPad.
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It makes patient–clinician communication possible, where a patient cannot speak at
all (e.g. because he/she has a breathing tube in their airway) and/or the patient can
only speak Mandarin/Cantonese Chinese, Korean, Samoan, or Tongan.
It includes about 400 questions and statements which have printed/audio translations
for the above languages, and pictures/photos to further help understanding.
It is a stand alone app and does not need internet access to work. It is not intended to
replace trained medical interpreters; rather, it is for those situations where an
interpreter cannot be obtained in time or cannot be obtained for all the time.
Culturally and Linguistically Diverse (CALD)
Cultural caseworkers model in DHB Child
Development Service
Services to CALD clients and
their families:
– Navigation and advocacy of
health and disability services
– Cultural mediation between
family and service
– Coordinating aspects of care
– Health and disability education
and information for parents
– CALD consumer feedback to
services
Ministry of Health – Health Education website
• BCG vaccination- Information
for Parents
• Healthy Eating
• Smokfree
Translated resources
http://www.healthnavigator.org.nz/health-topics/
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Language support for access to mainstream services