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Interpreting Services for Primary Care across Lambeth, Lewisham and Southwark

Translated Coronavirus Advice

Coronavirus advice translated into 60 different languages is available via Doctors of the World

New On-demand Video interpreting for Spoken Language
The on-demand service allows you to access an interpreter without booking in advance using an online platform. Please refer to the guidance for how to use the service.

For practice log-in details please email Yvonne.Davies@selondonics.nhs.uk

Updated GP Resource pack
The GP resource pack has been updated. The pack outlines guidance for all interpreting services, trouble shooting and issues and complaints process. Please share with practice colleagues.

Change of platform for on-demand BSL Interpreting
InterpretersLive, delivered by Sign Solutions, is now available to all practices across Lambeth, Lewisham, and Southwark for on-demand BSL video Interpreting. Practices can now access a BSL interpreter without booking in advance by using the new platform.

InterpretersLive can be accessed via a web browser or by downloading the app. Please ensure that you have reviewed the guidance. Please note that StarLeaf is no longer available and should be removed from all devices.

To book a face-to-face interpreter please use the DAL portal.

Service user experience

Earlier this year we contacted patients and practices to collate collate feedback on service users’ experience of the interpreting services provided at GP surgeries across Lambeth, Lewisham, and Southwark. The findings will be shared on this webpage shortly.

Service information for practice staff

Interpreting services are available to all patients registered with a GP in Lambeth, Lewisham, or Southwark. If you have a patient who requires an interpreter, then you can book a linguist with our service provider DA Languages Ltd.

Choice of interpreting service used should be determined by the patients needs and the patients choice. Both should be noted on the patients records in line with NHSE recommendations.

Guidance and information on how to book a linguist can be found below.

The following interpreting services are available;

On demand (no booking required)Pre-bookable
Telephone interpreting
On demand video interpreting (spoken languages)
On demand video interpreting (British Sign Language -BSL)
Video interpreting (pre-bookable)
Face-to-Face (pre-bookable)
Translation

As you are aware, we are still in a pandemic therefore Face-to-Face interpreting should only be used where absolutely necessary and be determined by a clinician based on the patient’s clinical needs.

How to guidesInterpreting quick guide for practices
Interpreting GP resource pack
Telephone interpretingTelephone guide – guide and language codes
Telephone – how to guide (video)
Telephone Trouble Shooting
Video interpreting – On demand for spoken languagesOn demand (Spoken) – how to log in from your computer
On demand (Spoken) –  3-way call instructions
On demand (Spoken) – How to’ demonstration of the app on video.
Quick guide to on-demand video (spoken languages)
BSL Video interpreting – On demand for non-spoken languages (British Sign language)On demand – British sign language guidance.
Face to face interpretingFace to face – booking guide for practices
TranslationTranslation – booking guide for practices

It is recommended that information on how a patient can access an interpreter is also made available on GP practice websites for patients to access.

NHS England guidance for the commissioning of interpreting services for primary care highlights principles of best practice for both commissioners and primary care providers. The guidance should be reviewed by all GP practices.

For any questions, queries or for more information please email DA Languages direct on oana.lazar@dalanguages.co.uk and cc in NHS SEL CCG service lead Yvonne Davies (Yvonne.davies@selondonics.nhs.uk).

Alternatively please contact your borough based lead;

Lambeth:Tracy EverardTracy.everard@selondonics.nhs.uk
Lewisham:Yvonne DaviesYvonne.davies@selondonics.nhs.uk
Southwark:Sarah Evanssarah.evans@selondonics.nhs.uk

If you have any feedback about the interpreting service, please email Yvonne.davies@selondonics.nhs.uk.

If a patient has a complaint about the interpreting service, they can report it via their GP practice or email SEL CCG complaints team. This is in accordance with NHS regulations and guidance for managements and complaints