We recently launched a new Virtual Switchboard to make it easier for people to book interpreters.
People call us on 01273 702005. They hear a brief message asking them to chose a voice mailbox. The message is in Arabic, Cantonese, Farsi, Hungarian, Mandarin, Polish, Portuguese and Russian with an option to select other.
Messages left are sent as MP3 voice files to an interpreter who listens to them and relays the details to our Coordination Team. We book an interpreter and let the Service User know.
This new service is improving our response times and making a real difference. Here is an example:
A 58-year-old female Service User left an Arabic language message on our Virtual Switchboard. The message was sent as an audio file to a SIS Linguist. The message was translated. The self-referral involved an urgent G.P appointment. The patient had recently switched G.P Surgeries, as she was unhappy with her previous G.P. who did not book interpreters.
The Service User had not accessed primary care since the start of the pandemic, was struggling to secure a Face-to-Face appointment, and needed our help. Before the pandemic, she had accessed support from SIS through our regular Drop-In, which had been suspended due to the pandemic.
She was requesting a particular female interpreter who had supported her in the past with interpreting. There are some sensitivities around breast care and continuity of support is important. We quickly confirmed the appointment and that the requested interpreter would be present. She was relieved and grateful.
The appointment went well and the G.P was pleased to have a face to Face interpreter, as it is much easier to build a relationship with the patient and for everybody to understand fully. The patient is being referred for several urgent follow up tests and the G.P wants to see her again with an interpreter in a Face-to-Face consultation.
The patient found the Virtual Switchboard easy to use and was pleased with the rapid response and reassurance. She was delighted that someone heard her voice and called her back so quickly. She feels that SIS cares! She also feels more confident that her interpreting needs will be met and that we can help with other support.
She will definitely use the Virtual Switchboard again and thanked us. She is letting other people in her newly arrived migrant community know about this new service and SIS.
Thank you to Brighton & Hove City Council for a Digital Grant that supports this service as well as our translated videos: https://sussexinterpreting.org.uk/news/sis-translated-videos-how-we-can-help/
