INTERPRETATION GUIDANCE (Resources)

TAM (Treatments and Medicines) NHS Highland
NHS Highland

Interpretation guidance for NHS Highland including Argyll and Bute is available on the NHS Highland webpages under 'Resources for Staff' 

And on the NHS Highland intranet:

What is interpretation?

Interpretation is the conversion of speech from one language to another, e.g. interpretation of a foreign language or British Sign Language (BSL) to English.

Interpreters provide a communication bridge between client and professional.  They do not provide personal views/opinions to either party involved.

Providing interpretation services in NHS Highland

  • It is the responsibility of NHS Highland staff to ensure interpreters are made available for people who require them.
  • Providing interpretation services is a legal requirement.
  • It is not the responsibility of the patient/service user to book an interpreter.

Services within NHS Highland must have systems in place to:

  • Ensure interpreters are booked where required.
  • Appropriately document the requirement, to ensure the patient/service user is supported at subsequent appointments and in future communication.
  • Document when an interpreter has been used, noting the job number or interpreter ID number in patient/service user notes.
  • Document when an interpreter is refused by the patient/service user.
  • In keeping with national good practice guidelines, the use of family, friends or members of staff to interpret is not appropriate except in exceptional circumstances.

Interpretation in NHS Highland

Foreign Language Interpretation:

NHS Highland has three options for providing foreign language interpretation:

  • By telephone.
  • Face to face - in person.
  • Face to face - by video conferencing using Near Me.

Current providers are:

Face to face:

  • Global Language Services Ltd. - face-to-face provision of foreign language interpretation (24-hours’ notice required to book).
  • Language Line Solutions – provides telephone foreign language interpretation (24 hours a day, 7 days a week)
How to use Language Line
  1. Phone 0800 028 0073
  2. An operator will ask you:
    • Your unique 6 DIGIT CLIENT ID CODE
      This code is confidential to your organisation or dept.
      Codes can be found on the NHS Highland Accessibility & Communication pages of the Equality and Diversity section on the NHS Highland intranet.
    • Your initials and surname (and the correct spelling of this)
    • The language you require (if you are not sure, explain what you do know)
  3. You will then be passed onto a trained interpreter. Stay on hold.
    You will be provided an INTERPRETER ID - WRITE this down.
    You can be re-connected to the same interpreter if you disconnect provided you have this number.
    Document this number in the patient’s notes.
  4. You will then be asked whether your client is with you.
    • If they are with you – start the call on speaker.
    • If they are not with you – provide the patient’s name and telephone number.

Prior to the interpreter making the call you will be asked whether you would like to leave a message if it goes to voicemail. Make sure to have a contact number for the patient to phone back on.

British Sign Language (BSL) Interpretation:

NHS Highland has two options for providing BSL interpretation:

  • Face to face - in person 
  • Face to face - by video conferencing using Near Me

The Highland Council Communication Support Service currently provide NHS Highland with BSL Interpretation. 

Monday to Friday, 09:00 to 17:00 - Contact Communication Support:

  • Telephone: 01349 886650
  • Email: communication.support@highland.gov.uk

Please contact the Communication Support Booking Service as soon as you know a patient requires a BSL interpreter to attend an appointment. The service may not be able to provide a last-minute interpreter.

Out of Hours:

Contact Raigmore switchboard:

  • Telephone:01463 704000 · Ask for contact details of freelance interpreters

Please inform the Communication Support Booking Service:

  • Telephone: 01349 886650 (voice message)
  • Text: 07884 731378 (SMS only)
  • Email: communication.support@highland.gov.uk
IMPORTANT TIPS
  • Remember to introduce yourself.
  • Give the interpreter time to interpret between you and the patient.
  • Keep questions short. Don’t forget to check understanding throughout.
  • Allow time for the patient to ask questions.
  • Let your patient and the interpreter know when you have finished the call.

For full guidance please refer to the NHS Highland intranet. 

Editorial Information

Last reviewed: 15/04/2025

Next review date: 30/04/2026

Approved By: TAM Subgroup of ADTC

Reviewer name(s): Health Improvement Specialist.