1.

2.

3.

4. State the your first and last name

5. Wait for the interpreter to come on the line

6. If the client is with you, use speakerphone; if not, use theconference function on your phone to conference-in theclient

7. Once connected, introduce yourself, your role & thecontext of the call to the interpreter

8. Ask the interpreter to introduce him/herself to the client

9. Proceed with the conversation, speaking directly to theclient, not the interpreter

10. When finished, announce the end of the call to all parties

Compliments and complaints:Call 1-877-228-2557 or email PLSQualityAssurance@phsa.ca (include your contact information, interpreter name/ID number, incident date, time, etc.).

Working with an interpreter:• An interpreter acts as a language conduit, rendering

an oral message from one language into another

• You should speak directly to the client; theinterpreter will speak in the first person

• You should allow time every few sentences for theinterpreter to interpret

• The interpreter will interpret everything said during thesession

On-Demand Telephone Interpreting

Vancouver Division of Family Practice How to Access an Interpreter

07/2016

Sign Language Interpreting:Emergency 1-877-736-7039Non-emergency 1-877-736-7012

Sign language interpreting funded by the Provincial Health Services Authority and provided through the Western Institute for the Deaf and Hard of Hearing.

Call toll-free: 1-844-350-8224 Select the language required

Enter your code: 3894

Adapted from Telephone Interpreting in Health Care Settings: Some Commonly Asked Questions By Nataly Kelly

Telephone Interpreting for BC General Practitioners Frequently Asked Questions

1. What type of equipment should be used for telephone interpreting?

Phones with two receivers, commonly known as dual handset phones, can enhance audibility and improve the quality of the communication. Another option, if available, is to use cordless phones with two handsets. Most handsets have the option to connect a headset, allowing both the patient and the provider to move around freely without being restricted by telephone cords. It is important to sterilize the equipment before and/or after each use. Disposable mouthpiece and earpiece covers are also advisable. If you do not have a dual handset phone, use the speakerphone function for phone interpreting. Do not pass a single receiver back and forth between the patient and provider. When using a speakerphone, reduce background noise as much as possible to ensure the interpreter is able to properly hear both speakers.

2. What is the process for making a call? PATIENT WITH YOU IN PERSON:

a. Dial the designated toll-free number. Once connected you will be prompted for the following information:

Language Needed*

Access Code

Your Name (and City in some cases) b. You will be placed on hold briefly, and connected to an interpreter.

PATIENT ON THE PHONE:

a. Use the conference hold feature if the patient is on the phone. b. Once the patient is on conference hold, dial the designated toll-free number. Once

connected you will be prompted for the following information:

Language Needed*

Access Code

Your Name (and City in some cases) c. You will be placed on hold briefly, and connected to an interpreter.

*If the patient’s language is unknown, show them the Language Identification Card and let them

point to the language they speak. If the patient’s language is not listed on the Language

Identification Card you may request the assistance of our customer service associates who are

skilled in determining target languages.

3. How long will it take to get an interpreter on the line (connection time)? Average connection time is between 30 to 60 seconds, depending on the language. Connection time is measured from the time that a language selection is made and interpreter is brought on the line.

Adapted from Telephone Interpreting in Health Care Settings: Some Commonly Asked Questions By Nataly Kelly

4. How often are languages not available? There are over 200 languages available through this modality. It is rare that a language that is required in BC is not available. Some languages are rare and therefore are not available on demand, but rather need to be pre-booked.

5. Is it true that telephone interpreters cannot perceive any non-verbal cues?

No. A great amount of non-verbal information can be perceived through tone of voice, inflection, breath patterns, hesitations and other auditory input. Interpreters who work via telephone are trained specifically in listening skills that enable them to better perceive and process this type of non-verbal information. Interpreters working via telephone cannot perceive visual cues, such as gestures and facial expressions.

6. How necessary is the visual aspect of interpreting?

It depends greatly on the context and the circumstance. For some settings, such as a setting where patient education is being provided, an interpreter might benefit from seeing the process that is being described in order to accurately interpret. When telephone interpreting is the only option the session and accuracy can be enhanced by the health care provider being more descriptive in their instruction, e.g. rather than ‘this is an EpiPen’, say ‘what am I holding in my hand is an EpiPen, which injects a chemical that reverses symptoms of a severe allergic reaction.”

7. How can I ensure that confidentiality and privacy of health information are maintained when using telephone interpreters? Professional interpreters are always guided by a code of ethics and standards of practice. The three cornerstone standards of interpreting are confidentiality, impartiality and accuracy.

8. Should I document any information related to the call? If yes, what?

In order to follow up on an issue related to a call (e.g. a quality concern), we need the following

information to allow us to track the call:

the call time, i.e. the start and end time of a call with an interpreter,

the name of the interpreter,

the interpreter’s identification number, if possible, and

your contact information. 9. Can a telephone interpreter help me convey written information (patient education materials,

consent forms, prescriptions, etc.)? Telephone interpreters can listen to the health care provider read information aloud from a written source document, and then render it into another language. However, this service is limited and documents for this purpose are not to exceed 3 pages.

10. Will each division of family practice receive its own usage data?

Yes, each division will receive its own usage data, which will include data related to: call length, language requested, and date and time of call.

AcholiAfarAfrikaansAkanAkatekoAlbanianAmharicAnuakApacheArabicArmenianAssyrianAzerbaijaniBahasaBahdiniBahnarBajuniBambaraBantuBareseBasqueBassaBelorussianBembaBenaadirBangaliBerberBosnianBravaneseBulgarianBurmeseCantoneseCatalancebuanoChaldeanChamorroChaochow

Chin FalamChin HakhaChin MaraChin MatuChin SenthangChin TedimChipweyanChuukeseCreeCroatianCzechDanishDariDewoinDinkaDualaDutchDzongkhaEdoEkegusiiEstonianEweFarsiFijianFijian HindiFinnishFlemishFrenchFrench CanadianFukieneseFulaniFuzhouGaGaddangGaelic-IrishFaelic-ScottishGarre

GenGeorgianGermanGhegGokanaGreekGuljaratiGulayGuraniHaitian CreoleHakka ChinaHakka TawainHassanlyyaHausaHillgaynonHindiHindkoHmongHunaneseHungarianIbanagIcelandicIgboIlocanoIndonesianInuktitutItalianJakartaneseJapaneseJaraiJavaneseJingphoJinyuJulaKabaKarmbaKanjobai

KannadaKarenKashmiriKayahKazakhKhamKhanaKhmereKikuyuKohoKoreanKunamaLaotianLatvianLiberian Pidgin EnglishLithuanianLugandaLuoMaayMacedonianMalayMalteseMandarinMandinkaManoboMarathiMbayMipuriMixtecoMizoMnongMongolianNapoletanoNavajo

List of Languages

... and more! Call us for details if you do not see a language listed.

NepaliNorwegianNupeOjibwayOromoPampanganPaplamentoPashtoPolishPortuguesePortuguese BrazilianPulaarPunjabiQuechuaQuichuaRadeRakhineRohingyaRomanianSamoanSangoSerbianShanghaineseShonaSicilianSinhalaSlovakSomaliSoraniSpanishSudanese ArabicSundaSwahiliSwedish

TagalogTaiwaneseTajikTamilThaiTibetanTigriniaToishaneseTooroTurkishTzotzilUkranianUrduUzbekVietnameseVisayanWelshWodaabeWolofWuzhouYiddishYorubaYunnaneseZapotecoZarmaZoZyphe

09/2017Call 604-297-8400 Toll Free 1-877-BC TALKS (1-877-228-2557) Web www.phsa.ca/pls

Mandarin 普通话∕国语

普通話 ∕國語 Cantonese 广东话

廣東話

请指向您使用的语言，我们将为您安排口译员。

請指向您使用的語言，我們將為您安排翻譯員。

请指向您使用的语言，我们将为您安排口译员。

請指向您使用的語言，我們將為您安排翻譯員。

Punjabi pMjfbI French Français imhrbfnI krky afpxI BfsLf vwl iesLfrf kro.

quhfzy leI duBfsLIey nUM bulf idwqf jfvygf.Montrez-nous quelle langue vous parlez, s’il vous plaît.

Nous vous fournirons un/e interprète.

Vietnamese Việt Ngữ Hindi ih<dI Xin chỉ vào ngôn ngữ của quý vị. Chúng tôi sẽ gọi thông dịch viên.

™ÎXf apnI Bf†f kI aor s<kyq kry<. afpky ilE anuvfdk ko bulfXf jfEgf.

Farsi فارسی Russian Русский حرف می زنيد تا لطفا نشان بدهيد به چه زبانی

. برای تان مترجم بيا ورندПокажите, каким языком вы владеете.

Вас соединят с переводчиком.

Arabic عربي Spanish Español

.سوف نتصل بمترجم لمساعدتك. أشر إلى لغتك Por favor señale su idioma y llamaremos a un intérprete.

Japanese 日本語 Tagalog Tagalog ご希望の言語を指差してください。

電話通訳におつなぎします。 Pakituro mo ang iyong wika.

Magpapatawag ako ng ‘interpreter’ (tagasalin ng wika).

Korean 한국어 Italian Italiano 사용하시는 언어를 가리켜 주십시오.

통역사를 불러드리겠습니다. Indicare la propria lingua.

Verra’ chiamato un interprete.

Portuguese Português Polish Polski Por favor, indique seu idioma e

chamaremos um intérprete. Wybierz język, którym się posługujesz.

Wezwiemy dla Ciebie tłumacza.

Somali Soomaali Karen unD

Farta ku tag afka aad ku hadasho. Turjubaan ayaan laguugu yeerayaa.

0Ho;plReJ.CDRqleusdmtd.tvD>wuh>I

w>uud;M>eRySRuwdRusdmxHw>M.vDRI Tamil தமிழ் Hungarian magyar

தய ெசய் உங்கள் ெமாழிையக் காட்ட ம். ெமாழிெபயர்ப்பாளர் ஒ வர் அைழக்கப்ப வார்

Kérjük, mutasson rá az Ön által beszélt nyelvre. Tolmácsot fogunk hívni.

English English Please point to your language. An interpreter will be called.

One call More than 150 languages Toll free: 1 844 350 8224

Visit us online: pls.phsa.ca

11/2014

Page 1 of 2

These Terms of Service (“Terms”) detail how Provincial Health Services Authority (“PHSA”), through its program the Provincial Language Service (“PLS”), will provide over-the-telephone interpreting services (“Services”) as part of the Primary Care Telephone Interpreting Service Pilot Project.

In consideration of the mutual duties and responsibilities as set out in these Terms, you and PLS agree as follows:

1. The Services are voluntary and at no cost to you.

2. You may commence using the Services as soon as an access code and a telephone number are provided to you by PLS. Such access numbers are anticipated to be provided to you on or before October 1, 2017, provided that PLS has received a signed copy of these Terms from you. Any change to this date will be notified to you by PLS.

3. Access to the Services will cease on a date to be notified by PLS to you and will be at such date as the pilot project ends.

4. The Services may only be used, in your family practice, for the provision of medical care to patients or to inform the parents or legal guardians of patients about their medical care and specifically does not include in-person, conference, court, or business/escort interpreting.

5. Before using the Services, you will obtain the prior consent of your patient or their parent or legal guardian for use of the Services.

6. PLS will provide the Services to you subject to any unforeseen interruption and will make every effort to provide as much notice as possible in the event of any unforeseen interruption.

7. PLS does not guarantee that an interpreter will be available for every request, but will make reasonable efforts to meet your requests.

8. PLS may at any time, either suspend the Services or terminate these Terms on written notice to you. 9. Both you and PLS will treat as confidential, all information or materials supplied to or obtained as a result of the

Services. All information or materials containing personal information supplied to, obtained, or created by PLS as a result of the Services are subject to the provisions of the Freedom of Information and Protection of Privacy Act (British Columbia) (“FOIPPA”), as amended from time to time. ‘Personal information’ as used above has the meaning given in FOIPPA. You will comply with all applicable privacy and other legislation in respect of information or material containing personal information supplied to, obtained or created by you.

10. PLS and PHSA may collect PLS use data from you and share anonymized and/or aggregated data on the pilot project with the Provincial Government and other relevant stakeholders including the General Practice Services Committee (GPSC) and the Standing Committee.

11. Subject to law, PLS disclaims any and all warranties of any kind or nature, whether express, implied or statutory, relating to the Services. PLS will not be liable for any act or omission (including negligence) relating to or in connection with the Services or these Terms, and you release PLS from any claim or action for costs, expenses, damages, or other liabilities arising out of the Services or these Terms. This section survives termination or expiry of these Terms.

12. PLS’s relationship to you is that of an independent contractor and nothing contained in these Terms will be construed as creating any other type of relationship.

Primary Care Telephone Interpreting Service Pilot Project

Terms of Service

Page 2 of 2

13. This agreement may not be amended except by a written instrument signed by the parties. Where the relevant party to these Terms is a Division of Family Practice, that Division of Family Practice will ensure that each of its physician members who use the Services comply with these Terms.

Signed and Delivered: The parties have executed these Terms as of the day of , 2017 . DIVISION OF FAMILY PRACTICE OR FAMILY PHYSICIAN (as applicable):

PROVINCIAL HEALTH SERVICES AUTHORITY (THE PROVINCIAL LANGUAGE SERVICE):

Authorized Signatory:

Authorized Signatory:

Name: Name: Kiran Malli Title: Title: Director, Provincial Language Service

[Division] or [Family Physician] Provincial Health Services Authority (The Provincial Language Service)

1795 Willingdon Avenue

[Address] Burnaby, BC V5C 6E3 [Address] Fax: 604-297-9304 (the “PLS”)