Call protocols in medical interpreter. Experiences working with I-Call International

Greeting: Our clients expect a pleasant greeting. Please remember to use, “Good morning/afternoon! This is (your name), a (language you speak) interpreter.  My ID is XX000.” How may I help you today? – There is no need to advise the patient of your ID# or your language pair, just the client.

Intake: Please ask the intake questions and record the answers appropriately.

Transition: - After intake, we recommend that you use the following phrase to transition to your presession:  “Is the patient with you?” Can I please introduce myself to your client?

Pre-session: After your greeting and intake, clients expect that the pre-session is always done in the language of the LEP Limited English proficiency and includes the following: “My name is (your name) and I will be your interpreter.  I will interpret everything that is said and keep it confidential.  In order to guarantee accuracy, please speak in complete thoughts and short phrases.” – Please endeavor to follow the script.  No need to deliver this in the third person, or in a different order.

Identifying yourself as the interpreter (THIRD Person intervention):  Clients expect that you will be transparent as an interpreter and will CLEARLY identify yourself whenever you speak on your

behalf.  That means whenever you ask for repetition, clarification, or need to speak on your own behalf as the interpreter, our clients expect to hear you say, “Excuse me, this is the interpreter speaking....” This practice ensures transparency and clearly identifies any statement from the interpreter as from the interpreter.

Controlling the flow of conversation: The interpreter is responsible for ensuring that all parties in the call have access to the spoken dialogue as if they spoke the same language.  This could include (but is not limited to):

Reminding all parties to speak in complete thoughts and small sentences.

Informing all parties that as the interpreter you cannot explain, only interpret Requesting that only one person in the room speak at a time to preserve accuracy

Request actions be taken to reduce background noise (turn off the TV or shut the door) to better hear the speaker  I am sorry, this is interpreter speaking..is there anyway to reduce the background noise 

Request a repetition  this is interpreter speaking...I am sorry but can you repeat what you say 

Request an explanation or simplification of an utterance or term this is interpreters speaking, I have a small question about....

Role Boundaries: Please do not ask probing questions. Do not answer questions for either party. Do not respond unless you are directly addressed. Wait for the provider or patient. Stay in your role.

Remember: you are not part of the conversation, you are facilitating it. If the patient does not answer when you render the message from the provider, wait for the provider to ask them to if they heard you,

or to answer you. If the patient or provider says: “what?” Interpret the word “what?”- do not respond. You are not part of the conversation.

Professionalism:

Clients expect excellent a polite, customer-service oriented attitude

Clients expect the interpreter to have a noise free work environment.

Clients expect the interpreter to start calls immediately, with no noise when you adjust the microphone, no volume changes, etc.

Enunciation and Volume:  Clients expect interpreters to speak clearly and at an appropriate volume.

Clients expect excellent a polite, friendly tone.

Clients expect the interpreter mimic the tones of both parties.HOLD TIME 10 minutes Provider is giving a time specification then yes.

Closing: Clients expect a polite end to the call. Make a point to thank all parties for using our services, (provider and patient).  Verify that your services are no longer needed and close the call.

If it is uncertain that the call is finished:

Interpreter: “This is the interpreter - Will that be all?”

Client: “That’s it.”

Interpreter: “Thank you for using our services.” (in other language).

“Thank you for using our services. Interpreter disconnecting.” (in English).

If there is no doubt the call is finished (i.e. the interpreter has been dismissed). Interpreter: “Thank you for using our services.” (in other language).

“Thank you for using our services. Interpreter disconnecting.” (in English

Also Of Note

Grammar and Syntax

Tone & Register: match the tone and register of the speaker.

Speech: Make sure to enunciate and speak clearly; render the interpretation smoothly, avoiding instances of choppiness.

Call Performance (Interpretation Skills)

Clients expect a complete, accurate rendition of the message that is clear and concise – from source to target

Additions: Do not include extra concepts or phrases that are not present in the original utterance. This includes words to start your rendition such as “uh, ok, alright, etc.”

Omissions: Do not leave out concepts or phrases from the original utterance.

Misinterpretations: Practice active listening in order to understand the whole utterance, in order to be able to render an accurate interpretation into the target language.  The rendition should match the spirit of the utterance.

Redundancy/ Repetitions: Interpreters should not unnecessarily repeat words or phrases in an attempt to clarify the original utterance. Basically, don’t say the same thing twice, if it is only said once by the original speaker. On the other hand, if the original speaker repeats themselves three times, please interpreter those three utterances.

Embellishments: Do not add words to downplay or emphasize the degree/severity of the message. For example, if the doctor said that the patient has a small tumor, the interpreter should not downplay it and say that it is a very small tumor.