Interpreters

All patients and their carers who are not fluent in English, including people who are deaf, have the right to free, confidential and professional interpreters when they use NSW Health services.

How can interpreters help?

The need to understand and be understood is fundamental to safe and effective health care. Poor communication can result in misunderstandings which may be confusing, distressing and dangerous. Interpreters help health staff and patients (and patients' families/carers) to communicate clearly.
Who are interpreters for?

Patients and their families/carers who do not speak English as a first language or who are deaf have the right to free, confidential and professional interpreters when they use public health services.
What languages are available?

Health interpreter services provide interpretation for all community languages, including Australian Sign language (AUSLAN). Interpreters are not immediately available in all languages, but the service will attempt to find an appropriate interpreter and will arrange an appointment time.
Why is it important to use professional interpreters rather than family or friends?

It is always best to use professional interpreters when important information is being discussed. Family/friends should only be used in emergencies, or to interpret for non-essential care. This is because health interpreters are trained in medical terminology and are bound by a code of conduct that requires them to relate information accurately and in full. Family and friends may leave out or change information for a number of reasons, eg. to protect their relative, because they are embarrassed, because they feel overwhelmed, because they don’t understand it, or because they don’t know how to phrase it in their other language.
What if my English is quite good?

Many patients and carers who speak English as a second language may not need an interpreter, but be aware that the stress associated with illness, injury and the unfamiliarity of hospital can affect language skills, particularly if the person has learnt English recently. This means people can find their ability to communicate deteriorates in hospital. Also, conversational English is very different from the language used to discuss medical conditions, treatment options and Western health concepts. For this reason, it is best to use an interpreter if there is any doubt about being able to understand staff or to make yourself understood.
What happens in emergencies?

The health interpreter services provide face-to-face interpretation for appointments that health staff have booked in advance. In emergencies they can sometimes provide immediate face-to-face appointments or telephone interpretation, depending on what staff are available. If health interpreting services are unavailable staff can use the Translating and Interpreting Service (TIS) who provide interpretation over the phone.
How can I telephone health service staff using an interpreter?

Non-English speakers who need to talk to English speakers can phone the Translation and Interpreter Service (TIS) on 131 450. When you phone, tell the operator the language you speak and ensure you have the name and phone number of the person you wish to contact. This free service is available 24 hours a day, seven days a week.

How can I book an interpreter?

Health staff are responsible for arranging interpreters for patients and carers. You can contact the health interpreting services directly, but it is best to ask your doctor or nurse or another health professional to do it because health staff will be given priority by the services. You are welcome to contact TIS directly, particularly if you would like them to help you telephone another service. See below for contact details.

Health Language Services (HLS)

Health Care Interpreter Service

Translating and Interpreting Service (TIS)

Health Language Services cover the former South Eastern Sydney Health area. They provide interpretation in hospitals, clinics and in people's homes when health professionals are visiting. They are sometimes available to provide telephone interpretation. HLS also provide a translation service.

This is a free service.

The Health Care Interpreter Service covers health services in the Illawarra and Shoalhaven areas. They provide interpretation in hospitals, clinics, GP surgeries and in people's homes when health professionals are visiting. They are sometimes available to provide telephone interpretation.

This is a free service.

TIS is run by the federal Department of Immigration and Citizenship. They provide telephone interpretation only. TIS can connect you to an interpreter who speaks the language you require at any time, day or night.

TIS charges fees for some services, but these costs are paid for by the health service not the patient or carer.

Phone: 9828 6088

24 hours a day, 7 days a week including public holidays.

You can also email HLS.

Illawarra area

Phone: 4274 4211

8:30am to 5pm on weekdays.

This service is also available after hours through health staff (staff can arrange a health care interpreter by referring to the after hours interpreters lists which are located in all wards/departments).

Shoalhaven area

Phone: 1800 247 272

24 hours a day, 7 days a week including public holidays.

Phone 131 450

24 hours a day, 7 days a week including public holidays.

Policy guidelines

Interpreters - Standard Procedures for working with Health Care Interpreters (NSW Health)