Interpreting Service

Interpreting Protocol for: North East locality

What type of interpreting is required?

Online Video/Audio, Telephone Interpreting or Face to Face interpreting

• Online Video/Audio or Telephone interpreting should be the first point of access unless the patient/carer meets the Face-to-Face criteria.
• Staff should add the patient requires an interpreter to the patient notes.

LanguageLine online Video/Audio

• For Windows PC with Chrome or Firefox browser go to: https://insight.languageline.com
• For Android and Apple Devices:
  Download the LanguageLine InSight app from the App store

Your device must have enabled microphone, speakers and camera.

For new users/devices

1. Log in to the LanguageLine website or app
2. Add authentication code: TR4Y9RQ4JK
3. Assign device name.
   This helps identify you or your service - max. space 15 digits.
4. Activate Device

Once added, this information is saved to your chosen device and can be amended through ‘help and settings’.

To connect to an interpreter:

1. Log in to the LanguageLine website or app
2. Select the language you require from the list or ‘search by language or country’
3. Choose Video or Audio call depending on availability.
   Some will have both audio and video, while some have audio only.
4. Access your interpreter
5. End the call once completed
6. Please rate your experience

LanguageLine Telephone interpreting

Freephone: 0800 028 0073

From a mobile: 0330 123 9418

1. The Operator will as you for your LanguageLine ID code: 289 834
2. The Operator will ask:
   1. Which language you require
   2. The name of your organisation e.g. NHS Lanarkshire
   3. Where are you calling from e.g. Cumbernauld Health Centre
   4. Your name
   5. Get connected

Face to Face

Face-to-Face:

Identify type of language required

• Check criteria is met (see criteria list below)
• If No, use LanguageLine Video/Audio or Telephone interpreting
• If Yes, identify language
• Complete interpreter request form available on FirstPort ‘Interpreting’
• Email to NHSL interpreting requests mailbox: nhsl.interpretingrequests@lanarkshire.scot.nhs.uk 
• If accepted and authorised, the interpreting team will confirm with a booking reference number

Out of hours:

For out of hours requests contact on call/duty manager

Criteria for when to use a face-to-face interpreter:

1. British Sign Language User

Community Language

1. Is there:
   • A mental health aspect to the consultation?
   • Child Protection or Vulnerable Adults?
2. Does the consultation involve/give:
   • Serious diagnosis or bad news?
   • Complex discharge instructions