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Working with interpreters

Getting the right interpreter, and running an interpreted consult well.

What this is: practical guidance on using interpreters in virtual care, including video interpreting.

Who it's for: clinic and nurse managers, Aboriginal Health Workers and Practitioners, and clinical staff.

Why this matters

When a patient and clinician do not share a language, an interpreter is a patient safety tool, not an optional extra. Studies in remote and First Nations health show interpreters are used far less often than they are needed, and that gap leads to misunderstandings, missed diagnoses and care that does not feel safe. Plan for interpreting rather than improvising it.

Professional interpreting services

  • The Translating and Interpreting Service (TIS National) is a government service that provides interpreters for many languages, including by phone and video. Doctors and some other providers can access the free interpreting service for Medicare-rebatable consultations. The interpreter can join your video consult.
  • Aboriginal language interpreter services provide interpreters for Aboriginal and Torres Strait Islander languages. Availability varies by region and language. Book ahead where you can, as some languages have few interpreters.
  • NAATI, the National Accreditation Authority for Translators and Interpreters, credentials interpreters and keeps a directory of certified practitioners.

Professional or community interpreter?

Both have a place, and the right choice depends on the situation.

  • A professional interpreter is trained, bound by a code of conduct, and independent, which matters for accuracy, confidentiality and difficult conversations.
  • A community or family interpreter may be quicker to find and trusted by the patient, but raises real issues. In a small community, confidentiality can be hard to protect, and a family member may filter or soften what is said. Avoid using a child to interpret.

As a rule, use a professional interpreter for anything clinically important, sensitive or where consent is involved. Use local language support to build comfort and trust, alongside the professional interpreter, not instead of one.

Running an interpreted video consult

  • Arrange the interpreter before the consult, and confirm they can join the platform.
  • At the start, introduce everyone and explain the interpreter's role.
  • Speak in short, plain sentences and pause for the interpreter.
  • Speak to the patient, not the interpreter. Say "are you in pain?", not "ask them if they are in pain".
  • Check the patient understands, and give them time to ask questions.
  • Allow extra time. An interpreted consult takes longer, and rushing it defeats the purpose.

Cultural safety

Language is part of cultural safety. A patient who can speak in their own language, to someone they trust, is far more likely to share what is really going on and to stay in care. Build interpreter access into how you plan and fund the service, so it is always available when it is needed.

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Visionflex acknowledges the Traditional Custodians of Country throughout Australia and pays respect to Elders past, present and emerging.