Objective

The purpose of this process is to enable the Organ Donation Services (ODS) teams to access interpretation services to facilitate communication with families at the time of donation being discussed. To enable ODS teams and the Donor Family Care Service (DFCS) to access translation of written correspondence to and from families following discussions regarding organ donation.

Changes in this version

On demand Language Empire service number and reference to On Demand PIN added to 1.4

Single NHSBT user log in added to 1.4

Process for scheduling a booking through Language Empire booking portal added to 1.5

Website address amended for Language Empire booking portal in section 2.2

Customer services number added to section 2.8

Roles

Donor Family Care Service (DFCS) - Facilitate the translation of letters, both incoming and outgoing. These will be identified as requiring translation to ensure accurate communication.

SN or Lead Nurse - When communicating with donor families ensure language barriers are minimised by using an interpreter if necessary. This should ensure accurate information is communicated.

Highlight to the DFCS / Regional administrative team any families that require communication to be translated into their preferred language.

Restrictions

N/A

Items Required

N/A

Instructions

Interpreter required to communicate to families regarding Organ Donation

Ascertain if interpretation services are available in the local hospital trust.

This should be the preferred option to use if available.

If no local interpretation service available, contact Language Empire telephone interpretation service using the number below and refer to the user guide attached.

Voice recording facility MUST be used when accessing the telephone interpretation service as per SOP3649, if unable to voice record please ensure the conversation is witnessed.

You can call Language Empire for on demand telephone interpretation by calling 0333 188 3728 and following the operators’ instructions and using the NHSBT log in details below:

Account No: NHS88242

User Name (On-Demand PIN): 75909000

Password: MnxJ3497+

To make a translator booking for a later time and date, you must use the Language Empire online booking portal, which can be accessed at www.language-empire.co.uk and follow the points below:

Enter all the details of the requested booking time, then press next.

Select link ‘If you need to access the booking portal, please click here’

Log in with Account Number, User Name and Password as detailed above in section 1.4

In the left panel of the portal, select the interpretation service you require to book:

Face-to-Face Spoken Booking (e.g. Polish, Kurdish, Arabic, Czeck etc.)

Face-to-Face Non-Spoken Booking (e.g. BSL, Lip speaking, Sign language)

Schedule Telephone booking

(For Schedule telephone booking only) Select the option to use the Language Empire Telephone Platform – Number to access interpretation booking is 0330 053 2650.

The organisation and purchase order number are prepopulated for the NHSBT professional user.

Select which ODT region you are requesting the translation service for from the drop-down menu. Enter all your details as required, then press next.

(For Face-to-Face booking only) Enter the details of the professional who will be involved in the discussions and select what post code region the hospital is within, and select the hospital from the drop-down box for the address, then press next

Complete the details of the service user information who will be receiving translation, the language interpretation required and complete all required fields. Detail a summary of the nature of the booking or additional information, then press next.

Answer the final questions about the booking preferences, then press Finish and confirm the booking (you will receive a confirmation email with instructions to join the Telephone booking or regarding attending interpreter).

If there are any issues with the Language Empire Online Portal, or you need telephone support in booking, please contact their 24-Hour Customer Services Support Line on 0330 20 20 270 (in the event these numbers are not working, please try 01706 398789).

Document in DonorPath.

Translation of written communication

SNOD’s must identify which language the letter needs to be translated into and inform the DFCS team, including 3 points of PID. This should be clearly documented on DonorPath

As per MPD845, once the letter has been written by DFCS and checked by the SNOD the DFCS will use Language Empire TMS for translation at www.language-empire.co.uk

Document Translation requests can be requested through the online portal by selecting “Translation” from the left side of the screen, once logged in.

You are required to complete the online booking form and all relevant fields.

The portal is secure, and all documents are handled securely.

Upon submitting this request to Language Empire, you will be given a unique Booking Reference number which allows you to identify your request. This is important and the Language Empire team will always ask you for this.

You will then receive an email acknowledgement to summarise all the information you have provided.

If there are any issues with the online Language Empire portal and document translation requests, please contact the Language Empire Document Translation team on 0330 2020273.

Receiving translated letters from Language Empire

Your Document will then be returned to you by the required date and time through the online portal.

For a detailed instruction guide please see attached user guide.

End of Procedure

Definitions

Interpreter - Someone whose job it is to change what someone else is saying into another language

Translate - Change written word into a different language

Standard Letter - A letter that is up to 1000 words.

Non-Standard letter - An extended letter over 1000 words

Related Documents/Reference

SOP3649 – Voice recording of organ donor clinical conversations

MPD845 – Family Care

SOPn/n – Title	Copy No: