Working with medical interpreters: A guide for healthcare providers
Effective communication is fundamental to delivering quality healthcare. For patients with limited English proficiency or those who are deaf, professional interpreters play a vital role in ensuring accurate, respectful and safe exchanges between clinicians and patients.
Why work with NAATI-certified interpreters?
NAATI-certified interpreters are bound by a code of ethics and trained to uphold ethical standards including confidentiality, impartiality and accuracy. Unlike family members or bilingual staff, their role is to manage complex medical terminology and sensitive discussions without emotional involvement.
Working with interpreters certified by NAATI:
- enhances patient safety and informed consent
- reduces clinical and legal risk
- reduces clinical errors and misunderstandings
- improves patient satisfaction and health outcomes
- supports legal and ethical obligations under healthcare and anti-discrimination laws.
When to engage an interpreter
Engage an interpreter when:
- a patient requests one
- the patient’s English proficiency is limited
- the patient is deaf or hard of hearing
- complex, sensitive or legal information is being discussed, including when asking for consent.
Stress or unfamiliar situations can affect a patient’s communication abilities, even if they usually understand English. Avoid relying on children, family members or untrained staff, especially in situations involving mental health, consent or diagnosis.
Remember: An interpreter is there for everyone in the conversation, not only the person with low English proficiency. If you are concerned you can’t communicate well with the patient, you should call an interpreter.
Booking an interpreter
Many hospitals and clinics have established booking procedures. Review your organisation’s processes and make arrangements as early as possible to ensure appropriate language services are provided.
Read NAATI’s guidance on how to work with interpreters, including how to choose the right interpreting mode.
Information required
To book an interpreter, you’ll need:
- patient’s name (consider privacy in small communities around sensitive topics)
- language required
- date, time and length of booking
- type of appointment and nature of discussion
- address (for onsite services)
- staff member’s name and contact details
Other considerations
- Consultations with interpreters may take longer than a consultation without an interpreter. Factor this into booking times.
- Ask patients about gender preferences for their interpreter.
- Some patients may prefer the same interpreter for ongoing consultations.
Before the session
Interpreter waiting arrangements
Provide interpreters with a designated waiting area separate from the patient if possible. This maintains professional boundaries and creates a place for staff to brief interpreters before consultations.
Briefing the interpreter
Introduce yourself to the interpreter and provide a briefing before the consultation. Share relevant background information and topics to be covered, especially if the session involves sensitive subjects. A thorough briefing helps the interpreter prepare for effective consultation. See NAATI’s guidance on how to work with interpreters, including briefing here.
Seating arrangements
For onsite appointments: Arrange seating so the patient, interpreter and clinician form a triangle. This promotes clear communication and ensures everyone is included.
For Auslan interpreting: The interpreter should sit or stand next to the healthcare professional and opposite the patient. This enables the Deaf patient to maintain eye contact with the speaker and observe body language. For longer sessions, two interpreters may alternate.
For remote interpreting: Ensure you have the necessary equipment and understand how to operate it. Telephone interpreting works best with a landline and speaker phone capability.
During the session
Starting the appointment
Begin by introducing yourself and the interpreter to the patient. Explain the interpreter’s role; they facilitate communication and interpret exactly what is said without adding or omitting information. Explain the session’s purpose and encourage the patient to ask questions at any time.
Ending the appointment
Summarise the key points to reinforce understanding. Check that the patient comprehends the information and invite final questions. Arrange for the interpreter to leave separately from the patient to maintain professional boundaries.
After the session
Offer an opportunity for debriefing with interpreters, particularly after complex consultations. This allows discussion of any issues and supports effective collaboration. This is also an appropriate time to provide feedback or address any concerns about the interpreter’s conduct.
Additional resources
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