Beechdale Health Centre
Protocol for Booking an Interpreter
Document Control
A. Confidentiality Notice
This document and the information contained therein is the property of Beechdale Health Centre.
This document contains information that is privileged, confidential or otherwise protected from disclosure. It must not be used by, or its contents reproduced or otherwise copied or disclosed without the prior consent in writing from Beechdale Health Centre.
B. Document Details
Classification: Internal Author and Role: Arun Venugopal PM Organisation: Beechdale Health Centre Document Reference: ISB Current Version Number: 1 Current Document Approved By: Arun Venugopal PM Date Approved: 2.10.2012
C. Document Revision and Approval History
Version Date Version Created By: Version Approved By: Comments 1 2.10.2012 Arun Venugopal PM Arun Venugopal PM Created from IQ CQC default 1.1 12.11.2012 Arun Venugopal PM Arun Venugopal PM Amended to include new instructions from Anita Lal
Doc. Ref – Version – Filename: Protocol for Booking an Interpreter Page 1 of 3 For patients who need an interpreter, a note will be made within the clinical system.
In the Practice:
When a patient contacts the Practice to make an appointment, make sure you clearly note that they will require an interpreter.
When the patient arrives at the Practice for their appointment, book them in and then make sure you pass the Interpreter Service Contact Card to the relevant Doctor, Nurse or Healthcare Support Worker (HCSW)
Once the appointment has finished, make sure you collect the card from the Doctor, Nurse or HCSW and return it to the Reception Protocol file.
Home Visits:
• When booking the home visit, make sure that a note clearly stating that an Interpreter is required is entered in the visit book and ensure the Doctor has the Interpreter Service Contact Card to enable them to arrange this.
• Once the home visit has been carried out, make sure you collect the card from the Doctor and return it to the Reception Protocol file
How to book an Interpreter:
Bookngs are sent to us via email on the spreadsheet attached. . Please email completed sheet to [email protected] (this inbox has been CC'ed for your convenience). We will not be accepting bookings if requested over the phone .
2) If an interpreter has gone over the 1 hour they were booked for we need to authorise extra time for that booking. You can call on the day to ask for extension or if it is out of hours you can call the next day to let us know that the interpreter stayed over.
3)open from 08.00 - 17.00 Monday-Friday
4) Please only request for a male or female if the appointment is for an intimate examination, for e.g. urology or gynaecology. If it is a routine appointment a specific gender is not required. For certain appointments e.g. midwife appointments I will do my best to send a female, but sometimes only male interpreters are available. Within opening hours we will always call first to confirm if male is ok, but it has been difficult to get in contact with you out of hours or when the surgery is closed. (We will only be calling if it is a midwife appointment) The booking form must state whether the appointment is a Midwife appointment under comments. Once the booking in on our system, it will generate a reference number. This reference number will be sent back to Swanpool Medical Centre on the same day. You must quote this reference number if you have any problems.
5) Please notify us of any cancellations asap to avoid incurring charges.
Doc. Ref – Version – Filename: Protocol for Booking an Interpreter Page 2 of 3 6) Please feel free to ask if you are unsure of anything. Hopefully once the changes have been put into place we will be providing the best quality of service as we can.
7) Please ensure you request bookings with plenty of notice - we will not be able to accommodate same day bookings.
8) The service is keen to receive feedback so if you have any comments or suggestions, do get in touch.
Doc. Ref – Version – Filename: Protocol for Booking an Interpreter Page 3 of 3