Interpretation and translation
At Tameside and Glossop Integrated Care NHS Foundation Trust, we aim to ensure equal access to our services by recognising and responding to people’s personal needs.
Our interpreting service aims to help people whose first language is not English, who require an interpreter to communicate confidently with staff during their hospital appointments.
People who are d/Deaf can also get expert support from British Sign Language (BSL) interpreters, and people who are visually impaired can request documents in different formats.
We want to provide a high quality professional interpreting and signing service that is appropriate, acceptable and accessible. Interpreting services at our sites are provided via telephone or face to face.
Accessing interpreters
The Trust currently has a partnership to provide interpretation and translation services with DALS, who are a leading provider of language services to the NHS, with access to over 500 languages sharing the goal of improving patient experience. A range of interpretation and translation services are available that supports people who require these services.
To book these services, please let a member staff know about your language requirements, whether this be the booking team for appointments or ward staff if you are an inpatient. Your GP may also notify the Trust of these requirements through your referral letter.
You can also contact our appointments team at 0161 922 6991 to let us know about your language needs.
Contact the Trust with the assistance of an interpreter.
Understanding your needs
We aim to record and respond to your communication needs and preferences when you first come to use our services. Where your requirements change, please let us know so that we have up-to-date information.
When you arrive for your appointment please also let us know if you have any communication or information needs, so that we can respond to these.
Telephone and video interpretation
Telephone has historically been one of the most used methods of language communication when a referral is made for translation services.
At the time of the appointment, the telephone interpretation line is connected to provide a quick, responsive service across a range of services. This helps us provide people with quick access to an interpreter, including in urgent situations, to support communication.
However, we also have access to pre-booking and on demand video calls, which are highly efficient. This method is currently encouraged in order to improve patient experience.
Remote appointments:
The video link will be provided by Trust staff so you can join remotely, if this is the type of appointment you have been offered. Please join the video interpreting session 5 minutes before the start time to ensure there is no technical complications. This helps us to provide people with quick access to an interpreter, including in urgent situations, to support communication.
In-person appointments:
For in-person appointments or visits, the team looking after you will set up a pre-booked video call with an interpreter or an on demand call when required.
Face-to-face interpretation
Face-to-face interpretation is available for people in a number of circumstances to support their appointments and interactions with staff.
Face-to-face interpreters are all skilled and have experience working within an NHS environment, with many having received additional training.
Face-to-face interpreters are booked in advance and all our interpreters have appropriate interpreting qualifications and have been fully checked.
British Sign Language (BSL) interpretation
People who are d/Deaf can also get expert support from BSL interpreters.
If you require a BSL interpreter, please let the booking team know ahead of your appointment.
Face to Face interpreters for BSL are also available when it is deemed most appropriate, however we also have excellent availability and access to video on demand calls with BSL interpreters.
The Trust offers an 8-week, face-to-face BSL course aimed at patient-facing staff, to help meet the communication needs of patients with hearing loss. Around 40 staff are now trained in BSL and these staff are named in a database so that other members of staff can contact them for assistance when needed. These courses are ongoing.
Translation services
If you require information such as letters or leaflets to be translated in another language, please contact the relevant department who can support you with this.
If you have any further questions about alternative formats you can contact the Patient Experience Team at patient.experience@tgh.nhs.uk.