Preamble

The aim of Eastern Health is to provide a health care service which meets the needs of the diverse community it services, in a culturally and linguistically sensitive manner, and ensure the client's/carer's needs are catered for appropriately. Eastern Health will respect the cultural, language and religious needs and backgrounds of clients/carers and ensure care is provided to meet specific individual needs.

Preferred Language and Use of Interpreters

Staff will determine the client's preferred language and dialect spoken and, where necessary, arrangements will be made to have an accredited interpreter available (refer to Interpreter Policy).

All clients will be informed of their right to have an accredited interpreter, where necessary.

For emergency and simple/quick communication issues, the telephone interpreting services, bi-lingual staff on the Language Assistant Registry and tools such as 'Ward Words' may be utilised to facilitate communication.

Data Collection

All assessment and admission forms used by Eastern Health will at a minimum collect data re Country of Birth (COB), Preferred Language and if an interpreter is required, with the language indicated the Interpreter Alert Sticker.

Interpreter Alert Stickers must be kept on the inside cover of client's medical record.

Health Information Services will collect data re client/patient COB and Preferred Language and if an Interpreter is Required, to be collated annually by the Transcultural Services Unit.

The Finance Department will collect data annually on the level of Interpreter Services used by each department. The information will be collated annually by the Transcultural Services Unit.

Translations

Eastern Health will produce translations of brochures and information sheets, where appropriate, and include all documents requiring client consent.

Transcultural Services Unit Translator Services

Meals

Every effort will be made to provide culturally appropriate meals. Religious requirements in meal preparation and presentation will be taken into consideration, which may include avoidance of any alcohol or meat products, fasting requirements or avoidance of certain food combinations.

Religious/Pastoral Care Needs

Sensitivity to the needs for same gender interpreters, health and or personal care staff will be taken into consideration, and accommodated where possible.

Every effort will be made to provide facilities for prayer requirements and appropriate religious representation when requested request.

Religious requirements impacting on meals, dress code and personal hygiene will be dealt with in a sensitive manner.

Social Interaction/Recreation

Every effort will be made to assist clients take part in social activities in a linguistically and culturally sensitive environment. Eastern Health will endeavour to provide reading material, access to multicultural media and bilingual volunteers, where possible.

Medication/Therapy

Any changes to medication and explanation of therapies to take place will occur with the use of an accredited interpreter, when necessary.

Every effort will be made by staff to take a culturally sensitive approach in understanding a client's use of alternate medical practices/therapies/beliefs, if there is resistance or reluctance to follow western medical practices.

Practitioners will be sensitive to cultural or religious practices, which may influence provision of service.

Discharge/Referral/Care Plans

Accredited interpreters will be used in explaining care plans, informing client/carers about discharge plans and referral to other services, where necessary.

Client Satisfaction

When conducting surveys, departments must ensure a representative sample of clients surveyed is from culturally and linguistically diverse backgrounds. Interpreters and translations may be used to include culturally and linguistically diverse communities in all surveys.

Interpreters will be used to assist clients with complaint procedures.

Translator Services

Transcultural Advisory Committee

The Eastern Health Transcultural Advisory Committee will consist of a community representative, an academic representative and health professionals, representing all hospitals and programme areas in Eastern Health. The committee will provide advice to the Board Community Advisory Committee and the executive of Eastern Health in developing strategies to improve access and equity issues for culturally and linguistically diverse communities.