North Somerset
Dignity in Care and Translation and Interpretation services
Useful Information for Health and Social Care Staff
Introduction
The Dignity in Care Campaign aims to put dignity at the heart of care services. In North
Somerset our intention is to ensure dignity in care is extended to all adults receiving
health and social care services irrespective of the setting and service provider, thereby
including all vulnerable and hard to reach groups. A North Somerset approach to
securing Dignity in Care has been developed and agreed by all partners across all care
settings, which supports all caring organisations to meet the ten point dignity challenge.
For more information please visit; http://www.northsomerset.nhs.uk/Dignity/default.asp
Communication is key to fulfilling the Dignity Challenge. The Dignity Challenge states
that high quality services that respect people‟s dignity should;
1. have a zero tolerance of all forms of abuse.
2. support people with the same respect you would want for yourself or a member of
your family.
3. treat each person as an individual by offering a personalised service.
4. enable people to maintain the maximum possible level of independence, choice
and control.
5. listen and support people to express their needs and wants.
6. respect people's right to privacy.
7. ensure people feel able to complain without fear of retribution.
8. engage with family members and carers as care partners.
9. assist people to maintain confidence and a positive self-esteem.
10. act to alleviate people's loneliness and isolation.
In order to maintain control and independence, people need information about what they
are entitled to and what they can expect from services, and they need it at the right time.
The Department of Health online survey indicated that the way in which information is
communicated and the way in which day-to-day communications take place, will have an
impact on the maintenance of dignity.
Purpose
The aim of this useful information sheet is to provide information about translation and
interpretation services and services which support communication with people with
sensory impairment in order to improve dignity in care standards.
If you need this document in a different format
please telephone Susie McMullen on 01275 546753
Note that North Somerset Council Social Services staff should not contact interpretation
services direct. All requests for interpretation are dealt with through the Public
Information Officer, Elly Smith. (Elly.smith@n-somerset.gov.uk tel. 01275 882181)
1. Translation & Interpretation Services
Bristol City Council Translation and Interpretation Service
Bristol City Council offer a translation and interpretation service which is available to
organisations based outside of the Bristol area.
Address
BCC Translation & Interpreting Service
The Council House
College Green
Bristol
BS1 5TR
Telephone; Interpreting; 0117 903 6431
Translation; 0117 903 6423
Email: TIS@Bristol-City.gov.uk
Website;
http://www.bristol.gov.uk/ccm/navigation/community-and-living/equality-and-
diversity/translating-and-interpreting-
services/;jsessionid=DAE631891604297C95444AE72D0887DC
Language is Everything (previously EITI) are used mainly for their telephone
interpreting service.
Freephone 0800 731 7878 (24hr)
Fax 01430 435301
Email hello@languageiseverything.com
EITI House
Address Bridgegate
Howden DN14 7AE
Website http://www.languageiseverything.com/
Language Line
Language Line Services is a global interpreting and translation company, it enables
organisations to communicate effectively with people of all nationalities.
For more information about the services offered by Langauge Line visit;
http://www.languageline.co.uk/index.aspx
Dictionary.com
http://www.dictionary.com/translate/ Provides a translation when typed onto web page. It
is free of charge but has a limited number of languages
Guidelines for Using Interpreters:
Remember that you, not the interpreter, are the „chairperson‟ who controls the
three-way conversation.
Make sure you know exactly which language and dialect your client speaks. You
should try to avoid making assumptions based on where your client is from.
If your client is with you, our language ID card may be useful. Together with
English, this list of 30 languages accounts for approximately 90% of the world‟s
population.
Remember to allow at least twice as much time as you would for an „English-only‟
conversation.
If possible, brief the interpreter before you speak to your client.
Speak directly to your client. For example, ask your client, “When did you arrive?”,
rather than ask the interpreter, “Can you find out when he arrived?”
When speaking to your client, do not give too much information at one time.
Before you end the conversation, make sure that both your client and the
interpreter know that the session is about to finish.
(Source Language is Everything June 2007 http://www.languageiseverything.com/ )
2. Services to support communication with sensory impairment.
The Royal National Institute for Deaf People
The Royal National Institute for Deaf People (RNID) provides a wide range of
communication support services to individuals and organisations. These help deaf and
hearing people to communicate with each other in many different situations .
There is a range of communication support available to help communication between a
deaf or hard of hearing person and a hearing person. You can choose a language
service provider (LSP) that suits you and your needs.
The communication services available through RNID include;
British Sign Language / English Interpreters
Sign language interpreters translate between British or Irish Sign Language and English.
Lipspeakers
Speech-to-text reporters
Speech-to-text reporters work with deaf people to help them access audio information via
a laptop or large screen. The reporter types a verbatim (word for word) account of what is
being said and the information appears on screen for users to read.
Deafblind interpreters
Deafblind interpreters use a variety of methods to help communication between hearing
and deafblind people
Communication Support Workers
Notetakers
Notetakers provide a comprehensive set of notes for people, who, because they are
lipreading or watching an interpreter, are unable to write notes for themselves. This
can either be done electronically or manually.
Video interpreters
Video interpreters offer a remote British Sign Language to English interpreting service via
videophone.
Telephone Relay
A telephone relay service helps deaf and hearing people communicate with each other
over the telephone
If you want to book RNID communication support services, please contact;
RNID Communication Services South West, The Plaza, 100 Old Hall Street, Liverpool,
L3 9QJ
Telephone: 0845 685 8000
Textphone: 0845 685 8001
Fax: 0845 685 8002
Email: sw-csu@rnid.org.uk
Source; www.rnid.org.uk
Deafblind UK
Deafblind UK is a national charity offering specialist services and human support to
Deafblind people and those who have progressive sight and hearing loss acquired
throughout their lives.
Deafblind UK offer services to support communication with Deafblind people and those who
have progressive sight and hearing loss acquired throughout their lives.
Communicator Guide Services
Communicator Guides are highly trained staff who provide support to enable deafblind
people to achieve maximum fulfilment and independence by assisting them to meet their
own needs. Communicator Guides will enable deafblind people through the provision of
communication support and guiding to undertake shopping trips, leisure and social
activities, health appointments, education and work placements. Support can also be
provided from Communicator Guides to enable deafblind people to make their own
decisions and choices by providing information that is easy to understand. This can apply
to correspondence, bills and arranging appointments.
Communicator Guides are supplied by Deafblind UK through contracts with local
authorities as part of individual care plans, through the Supporting People initiative and
through direct payments and self funded schemes.
Residential Home Support.
Deafblind UK provides support for some deafblind people who live in residential care
homes. This support will be in addition to that provided by care home staff and will be in
place to ensure that deafblind people do not become isolated within the home. Deafblind
UK staff will be contracted by the deafblind person's local authority to provide a specific
number of hours support a week to enable the deafblind person to communicate within
the care home and in some cases to provide a Communicator Guide Service to activities
outside of the home.
Source: www.deafblind.org.uk