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Legislative Assembly for the ACT: 2018 Week 13 Hansard (Thursday, 29 November 2018) . . Page.. 5323 ..


(c) The use of interpreter services across Canberra Health Services is monitored and reported on quarterly to the Partnering with Consumers/Patient Experience Network Group.

(d) Materials and training programs have been developed to support staff in the promotion and use of interpreters. This includes the ‘Guide to Language Services’ publication which is available in electronic format to all staff in both the ACT Health Directorate and Canberra Health Services, promotion of the use of interpreters through the national Translating and Interpreting Service, and multicultural training, which is available in both e-learning and face-to-face formats.

(e) Information is available to patients/consumers about the availability of interpreter services and Canberra Health Service staff also make people aware of these services. The publication ‘Using Health Services in the ACT’ strongly promotes the availability of free interpreter services to patients / consumers. This publication, which is available in hard-copy as well as electronically, includes a complementary flyer of key information available in seven languages.

(f) The ‘Guide to Language Services’ and the Tier 1 policy ‘Language Services (Interpreters, Multilingual Staff and Translated Materials)’ and procedure ‘Language Services (Interpreters)’ include guidance to staff of the ACT Health Directorate and Canberra Health Services on the use of non professional interpreters, including multilingual staff. In brief, multilingual staff can help to communicate with consumers but must not replace professional, accredited interpreters. Multilingual staff may provide language assistance to consumers or staff to fill communication gaps.

(g) A register has not been established although there is a variety of material available, including pamphlets about health service availability and multi-lingual information cards on accessing interpreter services.

(h) A resource centre is not currently being established. As ACT Health Directorate is currently reviewing Towards Culturally Appropriate and Inclusive Services, key focus areas will be considered in the light of changes and progress since the Framework was initially launched.

(i) Guidance for operational areas on the translation of health materials is included in the Tier 1 policy ‘Language Services (Interpreters, Multilingual Staff and Translated Materials)’ and procedure ‘Language Services (Interpreters)’. These documents are available electronically to all staff in Canberra Health Services as well as the ACT Health Directorate.

(j) The availability of electronic material and resources from other jurisdictions is promoted on the ACT Health website and referred to in ACT Health publications to provide staff and patients with a comprehensive suite of tools and guidance in providing care to members of Canberra’s multicultural community.

(k) In August 2018, ACT Health was awarded a three-year accreditation against the National Quality and Safety Health Service Standards, including standard 2.4 ‘Consulting consumers on patient information distributed by the organisation’. The ACT Health Directorate and Canberra Health Services are committed to the continued involvement of health consumers in decision making about health services planning, policy development, setting priorities and quality issues, and in the provision of best practice care. The ACT Health Directorate continues to maintain a Multicultural


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