All Graduates
All Graduates | 24 Jun 2022

Ongoing collaboration between All Graduates Interpreting and Translating Service and Northern Health’s Virtual Emergency Department has resulted in successful health consultations for multicultural patients seeking emergency medical support.

Video interpreting has become increasingly popular as a service platform since the onset of the COVID-19 Pandemic in March 2020, with many services being provided on a pre-booked basis. However, in late 2021, Northern Health sought an ‘on demand’ interpreting solution to cut wait times and provide interpreting needs on a reliable, real-time basis.

All Graduates has a large pool of trained video interpreters across a wide range of languages spoken within the Northern Health and surrounding catchment areas. As an early adopter of video interpreting technologies, All Graduates has spearheaded service delivery via video platforms for a decade, and offers an established and highly capable interpreting cohort to support client needs.

From December 2021, Northern Health and All Graduates articulated an On Demand Video Interpreting workflow and implemented a pilot arrangement to the end of February 2022, which achieved an effective fill rate of 98.5% of confirmed bookings, which exceeds common industry benchmarks.

The workflow includes the use of customised online bookings forms which are actioned immediately by All Graduates on receipt, with connection times being 10 minutes for Arabic interpreters and 20 minutes for all other languages, as agreed key performance indicators. All Graduates communicate responsively with Clinicians by telephone and email to provide booking confirmation status, and to connect the video call.

During the pilot, 66 video-interpreted services were delivered in the following languages:

 

Services were available across a broad span of hours ranging from 8:30am to 11:30pm Monday to Sunday.* During the trial, nearly 70% of services were requested between the hours of 2pm and 8pm, and over 95% of services went for more than 20 minutes (with 40% of these interactions lasting for between 50 and 120 minutes). Feedback on the service has consistently been positive, with doctors citing ease of use and rapid response times:

 

I have used it twice now and has worked well both times!
They were very quick (got one in under 5 mins) and the online form was easy to use.

 

In addition, these services are valued as they are able to be arranged at short notice, and a wider range of interpreting professionals can be sourced from metropolitan and regional locations around the country. Video interpreting technology has enormous potential to improve service access, delivery and flexibility, and reduce costs. Over time, the further rollout of this capability will make consultations between any health professional, patient and interpreter in any location around the country a real possibility.

As has been found in earlier initiatives in health settings1, in situations when onsite interpreting is not possible, culturally diverse patients prefer accessing interpreters via video conferencing rather than telephone, as they value the ability to see and interact with their interpreter rather than relying on voice communication only. Interpreters have also expressed their satisfaction with the user-friendly technology and ease of access to the video platform, with no additional software, effort or expertise required to connect to the video conference.

The trial is ongoing, and as the default service provider for meeting on-demand video requests, All Graduates looks forward to continued collaboration with Northern Health to support the healthcare needs of diverse clients.

Click here to view as a PDF

 


 

1Melbourne Health (Royal Melbourne Hospital) Telehealth Initiative: Schulz TR, Leder K, Akinci I and Biggs B-A (2015), Improvements in patient care: videoconferencing to improve access to interpreters during clinical consultations for refugee and immigrant patients, Australian Health Review 39(4), pp395-399, 23 March

*UPDATE: Following the success of the trial, the virtual ED service is now available 24 hours, 7 days a week.

 

All Graduates
All Graduates | 8 Nov 2021

All Graduates has been re-awarded to the Panel Contract with HealthShare Victoria (Formerly Health Purchasing Victoria) to provide Onsite (face to face), Video and Telephone Interpreting as well as Translation Services.

Language services will be required across the state of Victoria 24 hours a day, seven 7 days a week and may be required to be delivered:

  • Face to face at participating Health Service sites or off-site
  • Remotely (via Telephone or Video Conference)
  • Written Translations

Commencing 1 November 2021, services are deliverable to all Public Health Services (as legislative defined) and other relevant participating Health and Health related organisations in Victoria.

Information for Interpreters and Translators

Are you interested in joining our National Panel of Interpreters and Translators? Please contact our Recruitment Team for further information.

 

All Graduates is a partner organisation in the MINDSET Study led by the National Ageing Research Institute (NARI).

All Graduates
All Graduates | 1 Apr 2021

A new study has won Federal Government funding to establish specialist dementia training for interpreters, in an effort to improve cognitive assessment for dementia of people from culturally and linguistically diverse (CALD) backgrounds.

The MINDSET Study, led by the National Ageing Research Institute (NARI), was awarded a National Health and Medical Research Council (NHMRC) Partnership Project grant on 27 March 2021.

The study will also receive financial contributions from the National Accreditation Authority for Translators and Interpreters, Dementia Australia, the Australian Institute of Interpreters and Translators, All Graduates Interpreting and Translating, Migrant and Refugee Health Partnership and the Sydney Local Health District.

Study chief investigator, NARI Director of Social Gerontology Associate Professor Bianca Brijnath, said previous research had found interpreters are servicing increasing numbers of people with dementia but have variable experience and knowledge of the disease.

“This resulted in inconsistencies in interpreting which reduced the validity of cognitive assessments, diminished clinician and patient satisfaction, and overburdened health services,” said Associate Professor Brijnath. 

“Subsequently, interpreters themselves recognised the need for specialist training in dementia.”

With greater than 200 per cent projected growth in the proportion of older CALD Australians by 2056, there will be a rise in the number of non-English speaking people living with dementia.

“Many people from a CALD background speak English, but a very common symptom of dementia is aphasia – or loss of language,” says Associate Professor Brijnath.  “The general rule of thumb is ‘last in first out’ so if English is your second, third or fourth language, you lose English before the language you might have learned as a little child.”

She said when people go for a cognitive assessment their English may have already deteriorated, so they rely on an interpreter who knows what they are doing to help communicate with the doctor.  If the interpreter has poor knowledge of dementia, it can be a problem.

“For example, in many languages there is no word for dementia, or words that are used for dementia are taboo and stigmatising.  This can cause a lot of confusion and make that whole consultation very difficult.”

The study will work with interpreters, clinicians, CALD people with dementia, and their carers to co-design, trial, and implement online training targeted at interpreters.

Training will familiarize interpreters with all aspects of dementia and its impact on cognitive and linguistic ability, explain the tools used to assess and diagnose dementia, and engage interpreters with effective interpreting strategies for cognitive assessments.

The study will concentrate on six key languages: Mandarin, Cantonese, Vietnamese, Arabic, Greek and Italian.  Once established and proven effective, it is expected the training will be available to any interpreter in Australia. 

The training will ultimately sit on the National Accreditation Authority for Translators & Interpreters (NAATI) website and provide opportunity for every interpreter working with older CALD Australians to access training in interpreter mediated cognitive assessment for dementia.

Associate Professor Brijnath said the study outcomes will realise a key priority in the NHMRC’s National Institute of Dementia Research CALD Action Plan, which is to inform effective ways to train frontline staff on how culture influences dementia.

The study is a partnership between researchers from the National Ageing Research Institute, Melbourne Health, RMIT University, University of Melbourne, University of Sydney, Monash University and The University of Newcastle Melbourne.

Find NARI on Twitter: @NAgeingRI

_____________________________________

The National Ageing Research Institute (NARI) is Australia’s only independent national research institute dedicated to ageing.  NARI is committed to improving the life and health of older people through research and its translation into evidence based practice. 

 

All Graduates
All Graduates | 8 Jul 2020

Healthdirect Video Call is a commonwealth government-funded video conferencing platform for health professionals and their patients. Telehealth is now part of everyday life, but learning how to navigate new technology can be difficult if English is not your first language.

To help clinicians support their patients, whose first language is not English or have limited English language proficiency, Healthdirect Video Call service has produced translated version of their ‘Attending your appointment via A Video Call’ flyer in 26 different languages. The flyer explains to patients how they can access their video appointments and how to get the best out of the experience. It can be customised to include the clinic’s information and includes a QR that allows patients to quickly access the waiting area prior to their appointment.

Being able to read the technical instructions in their own language helps alleviate a lot of the stress many patients feel when it comes to using telehealth.

Responding to the needs of the community, All Graduates have produced translated Telehealth instruction sheets working with NAATI-certified translators to make sure each one was correct and user-friendly.

 

The following languages are provided:

English to Albanian translation, Shqip 
English to Arabic translation, العربية
English to Bosnian translation, Bosanski
English to Burmese translation, မြန်မာစာ
English to Croatian translation, Hrvatski
English to Filipino translation, Tagalog
English to Greek translation, Eλληνικά
English to Hindi translation, हिन्दी
English to Hungarian translation, Magyar
English to Indonesian translation, Bahasa Indonesia
English to Italian translation, Italiano 
English to Karen translation 
English to Macedonian translation, Mакедонски
English to Nepali translation, नेपाली

 

View the translations here

 


 

Client Testimonials:

 

“All Graduates Interpreters and Translators assists Alfred Health Language Services department with the provision of Telehealth video-conference interpreting service in inpatient and outpatient settings. The set-up of the service was stress-free and managed in a timely fashion. The professionalism, reliability and, flexibility of Ismail and Mikaela helps Language Services to provide quality VRI to Alfred Health LEP patients.”

Ida Giaccio, Team Leader, Alfred Health Language Services


“Melbourne Health has a long standing relationship with All Graduates Interpreting and Translating Services. All Graduates take particular care with our portfolio, and we feel our health service is a top priority. All Graduates takes innovative steps to ensure that we are provided with the best outcomes for our health service. One of our biggest achievements is the successful partnership with the Health Direct Telehealth platform which enabled Melbourne Health to provide video interpreters via a secure platform to our patients and staff. As this service was established long before the COVID-19 pandemic hit, there were no delays in providing this service to our staff and patients.”

Christina Leontiou, Interpreter Coordinator, The Royal Melbourne Hospital


“The skilled and highly experienced All Graduates telehealth staff have been instrumental in the success of the virtual remote interpreting service for CaLD patients by liaising with the in-house IT/telehealth team, advising on the workflow coordination of the remote interpreters and assisting with problem solving.”

A major metropolitan health provider

 

Language is the link between behaviour and outcome

Ellias Appel
Ellias Appel | 25 Jun 2019

Strategic Justification

A few months ago, the Daniel Andrew led Victorian Labor Government committed to find “$1.8 billion in savings, which amounts to 4 per cent of its [public service] resources [spending]“. This is an interesting amount, because 4% seems like such a pithy number… and then you realise that we’re talking in the billions and you need to adjust the scale of your perspective.

One of the fascinating elements in finding these savings is that there is often a metric of change which blows that 4% out of the water. For example, we recently tendered for a project aimed at changing patient behaviour for after-hours medical treatments. In a study performed by Deloitte in 2016, they identified that:

“The lowest cost pathways for patients seeking after hours primary care are extended and ‘after hours only’ clinics ($93) … Emergency departments [are] the most expensive [pathway] at $1,351 if arriving by ambulance (or treated and not transported) and $368 if self-presenting.”

To put this in perspective, the inappropriate use of Emergency Departments (i.e. non-critical presentations) significantly impacts the capacity of the healthcare system, as well as incurring costs of 4-14 times their primary health care equivalent. These behaviours are often a consequence of a complex series of factors, but in the case of Culturally and Linguistically Diverse patient groups, there is often an underlying health literacy deficit, specifically regarding awareness of health services.

Census data suggest a strong likelihood of underlying poor literacy and poor English language abilities in the CALD community, and this may additionally be stymieing the effectiveness of traditional campaigns and resources to effect change in the consumer decision making process for these groups. Consequently, creating engaging content and positively impacting on the customer experience is not as simple as translating written materials.

As shown in a research study we recently posted, audio can be the ‘missing link’ in effective engagement for groups with poor English language ability. Additionally, because of varying cultural trends in navigating power-dynamics, it is also important to ensure that your content is assessed for cultural appropriateness and translated by an appropriately qualified professional.

We encourage organisations that are seeking to engage with CALD groups, whether on a large scale (geographically or in population terms) or in highly targeted niche interactions, to explore data rich engagement options, such as online audio delivery, trackable links, IP geolocation and other related options.

Customer engagement is crucial to improving health literacy outcomes, but the same is true for other preferred behavioural outcomes you are trying to instil in your audience. Language informs effective communication within both marketing and resource development, and this is ultimately the linkage between your messages, and the customer outcomes you are pursuing.