Changes to interpreting services requests
Provincial Language Services has made some changes to the Interpreting Services booking system including more ways to send feedback, changes to online booking form and a new deadline for reminder calls. The three changes are detailed below:
1. No specific interpreter
The online booking form no longer supports the option to choose a specific interpreter.* While gender requirements will remain an option, the specific interpreter preference has been removed in order to optimize interpreter use. Broadening the pool of interpreters available for each service request will increase the likelihood that you will obtain an interpreter and therefore save you time.
*For mental health appointments, we will continue to attempt to schedule the same interpreter over the course of a patient’s care.
2. Three business days for reminder calls
Starting September 2, 2015, if you would like to add a reminder call to your interpreting request, you will have to add it more than three business days before the start of the appointment. The interpreter will then call the patient to remind them two business days prior to the appointment.
Currently, our system allows you to add a reminder call up to two business hours from the time of the appointment. However, practically, we are not able to complete reminder calls on such short notice. Our interpreters are often working all day and may not be aware of an additional reminder call until it is too late. By changing the deadline for adding reminder calls, we are setting a realistic turnaround time that is fair to interpreters and transparent to you, our customers.
How do I remind my patient if I have missed the reminder call deadline?
If you need to make a reminder call and it is three business days or less from the appointment, you can call the patient yourself with the assistance of an interpreter. Simply call our office at 604-297-8400 (toll-free 1-877-228-2557) when you are ready and we will connect a three-way call between you, the patient, and an interpreter. You may then speak directly to the patient as you would with an English-speaking patient and our interpreter will repeat everything you say in the patient’s language.
3. More ways to send feedback
In response to your feedback… we have added three more ways for you to send us feedback!
1. Click on “Feedback” in the top right hand corner of any page of the online booking system.
2. Open a specific request and click on “Provide Feedback” at the bottom of the Request Detail window.
3. Go to the Request History page and submit feedback directly from the list of past interpreting requests. Simply find the specific request in the list and click on the dialogue icon in the far right hand column.
As always, you may also email PLSQualityAssurance@phsa.ca with any compliments or complaints about your interpreting services experience.