consumer directed communication€¦ · above [non-professional interpreters] have been required. 2...
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A d o l f o G e n t i l e , A d v a n c e d T r a n s l a t o r ( N A A T I )
M a r y G u r g o n e , F o r t i s & N A A T I D i r e c t o r
CONSUMER DIRECTED COMMUNICATION:
NEW INTERPRETER CHALLENGES for CALD*
AGED CARE SERVICE PROVISION* Culturally & Linguistically Diverse (CALD)
Brisbane Convention & Exhibition Centre 3 August 20171
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PURPOSEExplore the use and efficacy of T/I
Services within aged care
providers in Australia, within a
Consumer Directed Care
framework.
2
The study is based on a survey of professional interpreters as well as
family carers and bilingual staff performing interpreter/translator roles.
This presentation reports on the first phase of the 3-phased project.
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AUSTRALIA: Cultural and Linguistic Diversity
(2016 Census)
TOTAL POPULATION Approx 24 million
Speak Languages Other Than English at
Home21%
Number of Defined Languages 300
65 years + in age 3.5 million (1 in 7)
http://www.abs.gov.au/websitedbs/censushome.nsf/home/quickstats?opendocument&navpos=220
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AGED CARE IN AUSTRALIA
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▪ Aged care – a time of
unprecedented change
▪ Move to Consumer
Directed Care – more
CHOICE and
CONTROL
▪ CDC can only work if
consumers are
INFORMED
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TRANSLATING AND INTERPRETING SERVICES
Government-funded T/I Services for
CALD aged care providers to:
• Negotiate the Home Care
Agreement
• Co-design the care plan and
individualised budget
• Discuss consumer’s monthly
income and expenses statement
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EMERGING SECTOR CONCERNS
▪ CDC incurs additional costs
Humanitarian entrants pose
additional language challenges
▪ Communication around CDC and
individualised budgets
▪ Efficacy of using non-professional
interpreters and translators
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PHASE 1:
Data gathering
Initial exploration of use and efficacy of T/I Services within aged
care providers
PHASE 2:
Interpreter follow-up
Critical reflection of Phase 1 data
involving professional interpreters
PHASE 3:
Action
Participatory action emerging from
outcomes of Phases 1 & 2
PROJECT PHASES
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PROVIDER DATA GATHERING
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Setting –
Perth, Western Australia
Survey & discussion with providers of
Home & Residential aged care services
Approximately 50 informants,
mainly provider senior management
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FINDINGS
T/I Services are provided by:
▪Professional Interpreters (by Phone and Face-to-face)
▪Bilingual staff
▪Family friends and carers
Providers spread fairly evenly with a slight tendency
to family friends and carers
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COMMENTS1 We advertise that
information is available and promote interpreter service use, however to date only the above [non-professional interpreters] have been required.
2 Sometimes depending on the relationship between the client and the interpreter the Kimberley Interpreter Service is not appropriate especially for personal topics such as continence or if the client feels ‘Shame’ at the interpreter knowing their business.
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FINDINGS
T/I Services are used for:
▪ Planning individual client care plans
▪ General communication with clients
▪ General communication with family carers
▪ Communication about specific client problem
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COMMENTS
Being in a regional centre, there are not currently any registered on-site interpreters available.
It is always family interpreters where we have no access to professional interpreters in communities.
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FINDINGS
Problems encountered with T/I Services were spread across:
▪ Cost of professional interpreting
▪ Cost of producing materials in other languages
▪ Providing translating and interpreting in appropriate languages
▪ Communicating technical/medical language
▪ Communicating aged care changes
▪ Specific language-related dementia issues
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COMMENTS
We do not always use translated materials because most of the elderly people cannot even read their own language as they never had
formal education.
Technical language and medical term can be
simplified where appropriate.
All these issues are always a problem.
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FINDINGS
The following translated materials were generally found to be useful:
▪ Government brochures produced in different languages
▪ Translated materials found on the internet
▪ Translated provided by a service provider
▪ Signs in different languages used in residential facilities
▪ Pictures and symbols to communicate
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COMMENTS
Written translated information is a starting point to explain further in person to a client, but usually not sufficient by itself.
Culture plays a part in how information or a service is taken on by a client and their family.
Most of our clients are not literate although they may be fluent in three or four different Aboriginal languages.
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FUTURE TRAINING AND DEVELOPMENTAL
NEEDS
▪ Addressing specific language issues with older CALD clients
▪ How to use professional interpreters
▪ How to use carer/family members as interpreters
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COMMENTS
For some issues relating to elderly people it is better
to use professional interpreters or bilingual
workers, as families cannot always discuss very personal or embarrassing issues about their elders and may not be familiar
with the language or terms used themselves.
Family members are usually not used as
interpreters as they may not understand the
information themselves and convey mixed or wrong information.
We need to have interpreting for Aboriginal
languages included & funded with all
mainstream service provision.
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For Discussion
19
How to meet everyday requirements for aged care
language services and the impossibility of servicing all
with professional interpreters?
How to ensure the use of interpreters incorporates
interpreter briefing as part of a quality improvement
mechanism?
What role (if any) for family members as interpreters in the face of
long-standing research enumerating the negative consequences of such
practice?