Communication with a person from a refugee background may be affected by language and cultural differences as well as social, economic and political experiences. It is important for an accredited interpreter (i.e. not a family member) to be offered to ensure ethical, safe and high quality health care. Consider also that many people may be illiterate in their first language.
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Foundational skills and systems
- Practice has a welcoming physical environment
- Demonstrated knowledge and use of accredited interpreters by all practice staff
- Practice staff demonstrate confidence in working cross culturally
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Additional skill and systems
- Availability of multilingual resources in relevant languages about the practice, including privacy and confidentiality, practice information, health information
- All practice staff have knowledge and understanding of local settlement services
- Clinical staff have demonstrated informal/incidental counselling skills
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Resources
For general practitioners, practice nurses and other clinical staff
- TIS Doctors Priority Line – Accessing the FREE Telephone Interpreting Service
- Working with patients when there are language barriers – clinician flowchart page 6
- Teachback – a practitioners tool for clear communication in diagnosis, treatment and management
- Easidose – picture based prescribing
- Health Translations Directory – multilingual health information for patients
- Additional health translations – translated information for patients
For practice managers and reception staff
- Interpreting – TIS Fee Free Doctors Priority Line
- Getting your organisation ready to use TIS – page 2
- Using interpreters in reception – flowchart page 5
- RACGP Accreditation Standards and Core Competencies
- Bridging the communication gap – access to TIS services
- Appointment translation tools
- Appointment Reminder Translation Tool (NSW Refugee Health Service)
- Multilingual Medical & Healthcare Printable Card (Cancer Council Victoria)
- Creating a welcoming environment in your practice – see practice suggestions
- Towards culturally inclusive service delivery – Framework for mental health in multicultural Australia
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Whole of practice suggestions
Download pdf tipsheet with whole of practice suggestions HERE
To visit Coordination and management in general practice click here
To visit Clinical care in general practice click here
