What to change
Describe the practice's actual process for discussing interpretation. Confirm the responsible contact and what must be arranged before booking or attendance without promising unavailable support.
A worked example
Illustrative example
A translated service page includes a route to ask about interpreter arrangements. It explicitly explains that choosing the page language does not by itself arrange an interpreter for an appointment.
Put it into practice
A language list alone is not enough. Ask the team to check the booking confirmation: it should distinguish a request under discussion from support that has been arranged for the appointment.
Ask the booking team how an arranged interpreter is recorded in the confirmation. Patients should be able to tell that the request has been addressed rather than merely noted for later discussion.
What to agree before publishing
Distinguish requesting language support from support being arranged. Ask the team what information it needs, when the request should be raised and what confirmation the patient receives. Keep any fees or limitations based on the practice's approved arrangement rather than assumptions. Review the confirmation wording against the public page. Someone should know whether the request is still being discussed, especially if they are relying on the arrangement to understand their visit, without having to interpret an internal note or status label.
How to check the result
A visitor knows how to request support and can distinguish website translation from appointment arrangements.
A mistake to avoid
Do not substitute a staff member's language list or a general machine-translation option for a confirmed interpretation service.
Turn reading into a next step
Your action checklist
Work through these checks with your team or supplier. Tick the ones you have resolved and leave unknowns open.
Record what you know, what is still missing and the answer you need from your team or supplier.
Use project decisions only, without personal, patient or confidential details. Entries stay in this page and are not submitted to Kay & Co. Copy or download before leaving; this page does not save your notes.
Further reading
These sources provide background for the topic. The practice examples and checklist are illustrative planning suggestions from Kay & Co.
Related guides
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