Key messages  »  Issues raised  »  Tips for working with interpreters  »  Focus exercise

Key Messages

Using an interpreter is about ensuring successful two-way communication. When encountering a client with little or no English language skills always ask yourself: “Do I need an interpreter to safely and successfully complete the task before me?”

The use of professional interpreters is as much about protecting yourself from negligence claims as it is about fulfilling your duty of care to the client.

Issues Raised

In this scene we witness a situation where a language barrier prevents a nurse from fulfilling her duty of care.

Clare, the nurse, recognises that her client, Jesiva does not have the requisite language skills to adequately describe her medical condition. Despite the claims of Jesiva’s sister, Ana, that her language skills are up to the task, Clare decides to secure the services of a professional interpreter to protect both her client and herself from misdiagnosis and possible negligence.

Notice that Clare takes the time to explain the reasons for her actions to her clients. By keeping clients informed about the reasons for your decisions, you will help to reduce unnecessary concern and confusion.

Tips for working with interpreters

It is not only those employed in the medical services sector who need to consider a duty of care towards clients. All department programs and funded agencies have a duty of care to their clients, requiring them to engage professional interpreting services at particular critical points. The DHS Language Services Policy outlines the circumstance under which people who cannot speak English, or who speak limited English, should be provided with access to professional interpreting, including:

• In life threatening situations

• When obtaining information from the client

• When obtaining consent from the client

• When communicating to, and receiving important information from clients to enable them to make informed decisions. This includes:
  
  » Information about entitlements, fees, rights and responsibilities
  
  » Assessment outcomes, test results or diagnosis
  
  » Treatment options (including information about procedures, treatment, and medication)
  
  » Referral options

Your organisation may have additional criteria governing the mandatory use of professional interpreting services, so be sure to familiarise yourself with this material. If ever in doubt, always use the services of a professional interpreter.

Focus Exercise

Identify four situations in your workplace where professional interpreting services would be critical to safely and successfully deliver a service.