title: A review of health interpreter services in a rural community: a total quality management approach.
abstract: The current focus in health care is on total quality management (TQM), a process that involves ongoing quality improvement and benefits both internal and external customers. In order to comply with the values of TQM, the Griffith Murrumbidgee Health Service set up a team to review the use of interpreters in a healthcare setting. Staff from a number of wards/units filled out a survey sheet regarding interpreter services for each patient/client presenting for service during a 1-month period. The results showed that (i) there was a marked tendency by staff to use non-accredited interpreters; and (ii) staff who used non-accredited interpreters tended to inappropriately assess patient/client interpreting needs and to be unfamiliar with the Health Care Interpreter Policy. The TQM team subsequently devised several strategies for change.
authors.affiliation: Murrumbidgee Health Service, Griffith, New South Wales, Australia.
authors.forename: J
authors.initials: J
authors.lastname: Giacomelli
mesh_terms: D000068:Accreditation; D003144:Communication Barriers; D006297:Health Services Accessibility; D006801:Humans; D009517:New South Wales; D009730:Nursing Assessment / Q000592:standards*; D009731:Nursing Audit; D012423:Rural Health; D017749:Total Quality Management / Q000458:organization & administration*; D014175:Translating