Telephone, video and face-to-face interpreting

Different interpreting modes suit different situations. Telephone interpreting is often fastest for brief or urgent contacts. Video adds visual cues that help comprehension. Face-to-face is usually best for complex, sensitive or lengthy appointments when it can be arranged.

Reception staff rarely decide clinical content but often arrange the practical route to care. The safest mode depends on urgency, privacy, the patient’s preference, available technology and languages, any disability-related needs, and the type of conversation.

Telephone interpreting

Telephone interpreting is useful for urgent access, short queries and appointment navigation. It is less suitable if the patient has hearing impairment, the setting is noisy, visual cues are needed, or multiple people need to speak in turn.

Before connecting, check the patient can take the call privately and safely. Confirm which number to use, what to do if the line drops, and whether the patient needs time to move somewhere private.

Video interpreting

Video interpreting supports visual cues, facial expression and demonstration, and is required for some signed-language support. It needs appropriate devices, a private setting and a patient who is comfortable with the format.

Do not assume a patient can use video simply because they own a smartphone. Data limits, device quality, privacy and confidence with technology can make video unsuitable.

Face-to-face interpreting

Face-to-face interpreting is appropriate for longer, planned, complex or sensitive appointments when a suitably trained interpreter is available locally. It usually requires advance booking and may not be realistic for same-day urgent contacts.

If face-to-face support is not available quickly enough for an urgent concern, use the local backup route rather than delaying care.

Practical checks

• Which language and dialect are needed?
• Is the mode usable for the patient?
• Is privacy good enough?
• Is the contact urgent or sensitive?
• What is the backup if the connection fails?

The interpreting mode must fit the task, the patient and the local service available.

BSL and Communication Support