Right to an interpreter

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Policy and action plan

The Queensland Government recognises that a significant number of people do not speak English well enough or are not able to communicate adequately with Queensland Government staff and Queensland Government funded non-government organisations.

The Queensland Government Multicultural Policy and Action Plan states that clients should be provided with fair and equitable access to services that are responsive and high quality. Queensland Health implements this policy by ensuring staff act on the obligation to provide effective, efficient and inclusive services through appropriate use of interpreters for people that are not proficient in English.

Interpreters can be provided in person, over the phone or via video conference 24 hours a day, seven days a week in more than 130 languages.

When to engage a professional interpreter

The Queensland Health Working with Interpreter Guidelines (PDF 438 kB) state that a professional interpreter should be engaged when:

  • the client/consumer/patient requests an interpreter.
  • the information to be communicated to the patient is significant for health and/or health outcomes.
  • the person’s English skills are assessed to be inadequate to properly understand the situation or the instructions they are being given.
  • the client/consumer/patient produces a Queensland Government interpreter card.

If possible, clients should request interpreters in advance.

Working with credentialed interpreters ensures that you communicate through a trained, bilingual person, who is guided by a code of ethics, respects the confidentiality of the person, is impartial, accountable and strives for accuracy.

Working with an accredited interpreter should not only meet the client's needs, but also your duty of care obligations to understand and be understood by people receiving a health service from you. Health services must consider the potential legal consequences of adverse outcomes when using unaccredited people to ‘interpret’ if an accredited interpreter is available.

Can friends or family members act as interpreters?

Friends and family members should be used only in emergency situations when an interpreter is unavailable. People under18 years old are not to be used as interpreters in any circumstances.

Language identification card

The language identification card (PDF 1710 kB) can help determine a client's preferred language. Simply print it out and give it to your client. The card says in a variety of languages, 'Please point to your language.  We will arrange an interpreter at no charge.'

Right to an interpreter statement

The below statement, which advises clients of their right to an interpreter, has been translated into various languages.

  • You have a right to a professional interpreter if you need one when you use a Queensland Health public service.
  • Interpreters can be provided in person or by phone at no charge.
  • It is Queensland Health policy to use friends and relatives only in emergency situations. If the friend or relative is less than 18 years old, they should not be used as an interpreter under any circumstance.
  • Please request a professional interpreter in advance so arrangements can be made for your appointment.

Click on the appropriate language below, print out the statement and give to your client to read.

Arranging an interpreter

Refer to accessing interpreter and translation services for more information.

What to do if someone refuses the offer of an accredited interpreter

Many people in the community are not aware of their right to access an accredited interpreter and may be unfamiliar with using accredited interpreters when accessing health services.

If a person indicates a preference to manage without interpreter support, indicates a preference to use a bilingual speaker for language support, or clearly identifies a preference not to use an accredited interpreter, you can:

  • highlight the benefits of using accredited interpreters (e.g., accuracy and impartiality)
  • emphasise that the accredited interpreter is to assist you, the health professional, to access all the information you need to make a thorough assessment and diagnosis and to be confident that information provided to the person is clearly and accurately communicated and understood.
  • stress that the interpreter has a professional obligation to maintain confidentiality and that any information discussed will not go outside of the room.
  • indicate that the family member/friend is still able to be present as a support person without the additional burden of also having to undertake a role in aiding communication.
  • communicate that you have an obligation to ensure effective communication through the use of an interpreter when required (e.g., duty of care, quality and safety).

It is preferable for an interpreter to be there for at least the first session. However, if this is refused, an interpreter should be renegotiated at the next appointment/meeting.

Reasons for refusing the offer of an accredited interpreter may include:

  • the interpreter may not speak the same dialect (e.g. Egyptian Arabic rather than Sudanese Arabic)
  • the interpreter being viewed as the wrong gender, or to have political or religious affiliations do not sit comfortably with the client
  • the client and interpreter may know each other.

Confirmation to use the interpreter service must be obtained from the client. A telephone interpreter may be required to confirm acceptance and/or refusal of the service.

If a person indicates a clear preference for not using an accredited interpreter this should be clearly documented on patient progress notes in their medical record or other relevant documentation.

Risks of communicating through uncredentialed interpreters

There are significant risks in communicating through unaccredited interpreters:

  • inaccuracy because you cannot be certain an unaccredited interpreter is competent in both languages.
  • possible withholding or distorting information because of family relationships or due to the emotional or sensitive nature of the issues at stake.
  • possible inadequate communication because of lack of knowledge of interpreting techniques
  • upsetting the authority relationships in the family eg. by using children as interpreters
  • staff unable to be assured that information necessary for safe and quality health care is being communicated appropriately and accurately.
  • confidentiality standards may not be met.

These risks can lead to:

  • inappropriate health care decisions being made, or decisions being made by someone other than the person receiving the health service.
  • incorrect use of medications or attention to treatment details
  • complaints and even litigation if accredited interpreters are not used.

Staff must consider the potential legal consequences of adverse outcomes when using unaccredited people to ‘interpret’ if an accredited interpreter is available.

Last updated: 8 June 2023