HICS (Health Care Interpreter Service) at Sydney West - Offering 24-hour health Language Services for Culturally and Linguistically Diverse Communities
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Sydney West Area Health Service
This project won the 2007 NSW Health Awards, New Risks and Opportunities category.
Contact: Rosio Cordova
Abstract
Professional interpreters must be used in all patient care settings to promote effective communication, ensure quality and safety in patient care and to minimise potential adverse events. SWAHS HCIS has been in high demand since its establishment in 1978. A review of the Service was conducted in 2004 that showed unsatisfactory call response times and abandoned call levels as well as poor customer satisfaction with the booking process.
In order to improve the service quality, a 24-hour HCIS Call Centre equipped with modern technology and telecommunication systems was established in 2006. The services offered include on-site, telephone and videoconference interpreting. The changes have had a major impact on improving access to health care interpreters with improvements to the call response rates.
The full entry document can be downloaded in the formats listed below:
HICS at Sydney West - Offering 24-hour health Language Services for Culturally and Linguistically Diverse Communities (167KB)
HICS at Sydney West - Offering 24-hour health Language Services for Culturally and Linguistically Diverse Communities (55KB)
Download the Presentation (344KB) from the 2007 NSW Health Expo
