Language support for access to mainstream services 

11th July 2014National Refugee Resettlement Forum

Jennifer LammMinistry 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• (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.

• Interpreting Policy and Guidelines

DHBs Interpreting and Translation Service Policies and Protocols

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

• 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 Interpreters• Mental Health Training• Managing Crises and challenging

incidents• Cultural Competency TrainingTraining for health & disability

practitioners• Cultural Competency Training• How to work with interpreters

Training for the interpreting workforce

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. •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/