Language Line

Telephone Interpreting -Language Line

To access the telephone interpreting service, staff are requested to follow the Trust’s Policy on the Access To Interpreting Services For People from a Minority Ethnic Background.

Currently, the following departments/facilities have access codes to use the service. In addition, a number of staff have been trained in telephone interpretation by Language Line.

The following areas of the Trust have access to the service:

Accident & Emergency	The Ulster Hospital	Code: L22___
X Ray Department	The Ulster Hospital	Code: L22___
Minor Injuries Unit	Ards Hospital	Code: L22___
Minor Injuries Unit	Bangor Hospital	Code: L22___
Porters/Reception Desk	The Ulster Hospital	Code: L22___
Intensive Care Unit	The Ulster Hospital	Code: L22___
Cardiac/MAU Unit	The Ulster Hospital	Code: L22___
Maternity Unit	The Ulster Hospital	Code: L22___
Mental Health Inpatients Unit	Ards Hospital	Code: L22___
Alan McIntosh (Community Mental Health Services)	3 Church Street, Ards	Code: L24___
Robert Moore (Primary Services Manager)****	3 Church Street, Ards	Code: L22___

The codes are made up with a letter and five numbers, which are held within each identified department and centrally by The Chair of the Ethnic Care Provision Group. ****

1.      Telephone Language Line on 0845 310 9900

The operator will ask you for:

Your ID code

Your organisation name (and department, where appropriate)

Your name (initial and surname)

The Language you require ( and gender)

The location of your patient/client.

2.      You will be put on hold

Approximately 90 seconds later the operator will connect you to an interpreter

Make a note of the interpreter’s ID code

3.      Brief the interpreter (e.g. Explaining Who? Where? and What?)

Advise the interpreter what phone set you have e.g. single handset, speaker phone, two handsets

Ask them to introduce you and themselves

Follow this with your lead question e.g. How may I help you?

4.      Proceed with the conversation

5.      End the call by saying

“I have all the information I need, is there anything else you would like me to ask?”

Guides to using Language Line are to be found within the Trust Minority Ethnic Care Handbook Section 10.

All Language Line invoices are received by the Trust, monitored and charged to the appropriate Directorate or Programme of Care.