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Job description

To coordinate the interpretation booking service for the Trust, receiving requests from the wards and departments, placing bookings with the contracted provider organisation, coordinating bookings to maximise efficiency and reduce costs.

To produce reports on interpreter usage as required, collate and reconcile invoices and liaise with the provider organisations to ensure optimal service provision.

To provide administrative and clerical support for Legal Services.

To support the organisation in meeting its key objective of improving the experience of patients accessing services at the Trust.

In the absence of the post-holder provide administrative cover for the duties of the Legal Support Officer for Data Protection Act and Freedom of Information Act requests.

The principal duties of the role are to:

• Take bookings from wards and clinical departments for interpreters to support the provision of care and treatment and to make those bookings with the contracted provider organisation.
• Make those bookings in a timely manner to ensure that interpreters are available for appointments, day case attendances and to support both planned and emergency attendances and admissions into hospital.
• Coordinate bookings to maximise efficiencies, promptly I communicate cancellations and monitor non-attendances to reduce costs for the organisation.
• Maintain a record of all interpreter activity on the Datix database.
• Reconcile invoices each month and submit to the Finance Department for payment.
• Provide a monthly report to all Divisions on interpreter usage and costs involved.
• Produce an annual report on interpreter services.
• Liaise with the provider organisations to ensure the provision of an efficient service.
• Provide administrative and clerical support to Legal Services by collecting and copying healthcare records as required, arranging the transfer of records to the legal officer, following up requests for information, photocopying and ordering stationery for the service.
• In the absence of the Legal Support Officer responsible for Data Protection Act (DPA) and Freedom of Information Act (FOI) requests, to undertake cover duties as directed by the line manager to ensure continuity of service.

The Queen Elizabeth Hospital (QEH) King’s Lynn is located near some of the most beautiful scenery in the UK, along the north Norfolk coast, and not far from Sandringham House.

We provide a comprehensive range of specialist, acute, obstetrics and community-based healthcare services to around 331,000 people across west and north Norfolk, in addition to parts of Breckland, Cambridgeshire and South Lincolnshire. We have more than 4,000 staff and volunteers, approximately 530 beds, and a helipad for air ambulances. We work with neighbouring hospitals for the provision of tertiary services, including as part of regional partnership and network models of care, such as the trauma network. Some specialist services and clinics are provided in community facilities, such as the North Cambridgeshire hospital in Wisbech.

In February 2022, the significant progress that has been made at QEH in just three years since 2019 was recognised by the Care Quality Commission who rated the Trust as ‘Good’ in all of the core services they inspected, and recommended the Trust moves out of the recovery support system (formerly special measures). We have an absolute determination to continuously improve care and services for our patients and their families.

Corporate Services: http://www.qehkl.nhs.uk/document/divisional-booklets/Introducing_Corporate_Services.pdf
1. COMMUNICATION

1.1 Take bookings by telephone or email for interpreter services and then communicate that booking to the provider organisation.

1.2 Maintain electronic record of all bookings on the Datix database.

1.3 Communicate details of bookings to the clinical services requiring an interpreter.

1.4 Produce a monthly report on interpreter usage and costs and send to all Divisions so that they can monitor costs and usage.

1.5 Communicate with the external provider organisations to facilitate the provision of interpretation and translation services.

1.6 Communicate with clinical staff, the Records Library, Medical Secretaries and the Legal Officer to ensure efficient and timely provision of information to support an effective legal service.

1.7 Respond to telephone enquiries to the Legal Service in the absence of the Legal Officer.
1. PERSONAL AND PEOPLE DEVELOPMENT

2.1 Provide advice and information via the intranet and in person to facilitate the efficient use of interpreter services.

2.2 Undertake personal development, education, training and supervision to meet own personal development needs.
1. ' HEALTH, SAFETY AND SECURITY

3.1 Attend mandatory training as required .

3.2 Ensure that interpreter services are provided taking into account the safety of the

interpreters and those using the services.
1. SERVICE DEVELOPMENT

4.1 Support the introduction of three-way phones and encourage usage to promote the use of Language Line and reduce interpreter costs.

4.2 Facilitate new approaches to improving efficient use of interpreter and translation services to improve service provision and reduce costs.
1. QUALITY

5.1 Support improvements to the quality of health care services through the provision of timely, efficient and effective interpreter services.

5.2 Support an efficient and effective legal service within the organisation by providing efficient administrative support to the Legal Officer.

5.3 Improve patient experience by supporting staff to communicate with patients and their families.

5.4 Put in place appropriate audits and analysis of data to ensure that the organisation is fully aware of interpreter usage and costs.

5.5 Work with provider organisations to introduce innovative solutions to providing interpreter and translation services.
1. ENABLEMENT TO ADDRESS HEALTH AND WELLBEING NEEDS

5.1 Ensure a compassionate and responsive service to patients and their families through the provision of a timely and efficient interpreter service.

5.2 Ensure the provision of support and advice to staff to enable them to communicate with patients and their families who do not have English as a first language or who require additional support to communicate due to disability.
1. EQUALITY AND DIVERSITY

6.1 Ensure equal access to health care services to patients who do not have English as a first language or who require additional support to communicate due to disability.

6.2 Apply the Trust's personnel policies and procedures with consistency and equity.

6.3 Deal with interpersonal issues openly and directly and proactively handle conflict.

6.4 Report any concerns about possible adult or child abuse in accordance with Trust policy.
1. ENABLEMENT TO ADDRESS HEALTH AND WELLBEING NEEDS

7.1 Ensure a compassionate and responsive service to patients and their families through the provision of a timely and efficient interpreter service.

7.2 Ensure the provision of support and advice to staff to enable them to communicate with patients and their families who do not have English as a first language or who require additional support to communicate due to disability.
1. FINANCIAL MANAGEMENT

8.1 Support cost effectiveness. and efficient use of resources by facilitating the provision of coordinated and responsive interpreter services.