Interpreting services
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Face-to-face interpreting should only be used if a patient has specifically requested an interpreter to attend in person, especially for BSL interpreting, as there is currently a significant shortage of BSL interpreters nationally. We would recommend all practices use the on-demand service to mitigate the risk of a request not being fulfilled due to interpreter availability.
If an Interpreter is required in person, then the practice should give as much notice as possible when putting the request through on the SmartMate system, as per the following guidance.
To book face-to-face and BSL interpreters, you will need to log onto the portal using the following link, pin and password:
- Link: https://smartmate.co/customer
- Enter your Practice Unique PIN Number & Password
When making a booking via SmartMate, you will be prompted to provide a cost centre and reference number for invoicing, please enter N/A for both.
Should you require a reminder of your Practice Unique Code or PIN number for your practice, please contact the Primary Care Contracting Team via ddicb.lcsf@nhs.net
Insights on-demand Service
The Insights on demand service has been successfully tried and tested by GP practices, it is easy to use and can be accessed via https://insight.languageline.com/ using your practice access code. We strongly recommend practices utilise this service as it provides an on-demand service to all languages, does not require any prior booking, and has an average connection time of less than 60 seconds. The application also provides instant access to BSL interpreting if a device with a camera is used.
Should you require a reminder of your practice access code, please contact the Primary Care Contracting Team via ddicb.lcsf@nhs.net (Please note – the access code for the Insights service is separate to the practice pin/password used for telephone and face to face interpreting)
Telephone Interpreting
For telephone interpreting, please call the number below and enter your practice pin number when prompted.
Call 0800 496 1508
Please note: You need to wait until the automated voice has finished speaking before entering your PIN number, otherwise it won’t recognise the PIN.
Translation of Medical Records
To book a translation of clinical notes or specific clinical information, please request via the following online form https://workflow.smartmate.co/dashboard/web2trans/guest/ or email translatethis@languageline.co.uk
On receipt of a quotation, forward it to ddicb.lcsf@nhs.net for approval.
Please note – The ICB will not fund the translation of clinical notes for patients who have accessed private healthcare. The patient will be responsible for bearing the cost of translation of any relevant documents. The practice needs to determine the translation is not relevant to any private healthcare before submitting a request to the ICB.
Translation of Patient Leaflets
The translation of information from English into another language is an important resource to have but it is not always the answer to a communication need. Before you plan on translation there are some questions that you need to consider.
- What do you need to communicate?
- How complex is the messaging?
- Are there existing translated materials- very likely if standard NHS information.
- Who do you need to communicate it with? Utilise prevalence data or service usage to understand who you need to target.
- Do you understand how the people you need to target communicate? Do they read the language they speak? What is their health literacy level?
- Would a simple easy read version work?
If having read the points above and you feel translation is what is needed, then download and complete the translation request form, Once complete, return it to ddicb.communications@nhs.net and a member of the team will be in touch to support your request.
Further assistance
Please refer to the below documents for how to book services and for further assistance:
