Acute patient pathway: issues to consider

Where possible, ensure staff are aware of your patient’s additional support needs and condition history before they attend. SCI gateway referral letters should highlight if an interpreter is required and any other additional needs.

At times, however, this may not be listed on the referral letter.

It is good practice for staff to routinely ask, “Is there anything I need to be aware of when planning your care?” This may include barriers to accessing appointment times, preferred communication methods/support or issues with travel costs.

Ensure that the patient’s interpreter needs are recorded in the ‘demographics’ on TrakCare and not only on an alert. Update TrakCare if you have a patient who does not speak English and you were unaware of this before they attended their appointment.

Use telephone interpreting if a face to face interpreter was not secured, even to just re-appointment and explain what is happening. Telephone interpreting can be used for the majority of NHSGGC appointments.

Patients who require any kind of communication support will need flexibility within their appointment. Please provide this time to ensure that patients using an interpreter fully understand the information being conveyed and have the opportunity to ask any questions. Make sure that what you have said has been understood.

For face to face interpreting support, check if the patient has stated a preference for the interpreter’s sex.

Do not use family members or bilingual staff as interpreters. Do not use Google translate.

More information on NHSGGC’s policy regarding interpreting support can be found in the policy document  .

BME patients and carers should be supported and empowered to have their say regarding co-produced care and treatment plans.

Understanding the parameters of our services is important to all our patients. Staff should ensure that the patient understands the service or treatment and why they are receiving it to ensure compliance and consent. Checking that this information is fully understood will maximise benefits to the patient.

Do not exclude non-English speaking patients from group work – they should be offered every part of the patient pathway in line with English speaking patients. The Interpreting Service   can offer interpreters who are particularly skilled at working in group settings and can advise staff accordingly.

Check that your patient fully understands their discharge plan in terms of clinical follow-up, self-care and supports in the community. If interpreting support is required for this, note that this intervention will take a longer time to complete.

It is vital to use interpreting support at the point of dispensing medication to ensure your patient understands the purpose of their medications and when and how to take it.

Information prescriptions have been used to support this in some services, with translations made as required. Ensure your non-English speaking patient knows how to call back to the pharmacy if they have any questions about their medication, using the direct access telephone interpreting service  .

BME communities in NHSGGC have high rates of poverty, and many patients can find themselves going home to difficult circumstances. Please use the Money Worries   web page to access simple NHSGGC referral pathways to money advice services and interventions such as the Home Energy Crisis Response Service.