Translation services

Tender description

NHSGGC are seeking an organisation(s) for the provision of language interpreting services, communication support and transcription services to be administered from NHS Greater Glasgow and Clyde (NHSGGC) Interpreting Service to clients using NHSGGC and NHS Lanarkshire. This Lot provides Spoken Face to Face Interpreting (simultaneous, consecutive and whispering), whereby the meaning of what is said in one language is transferred at the event in spoken form into a second language by an interpreter in personal attendance. The Services which shall arise under this Lot includes: Provision of face to face interpreters at health appointments across the services listed at section 2 of the specification in both NHSGGC and in NHS Lanarkshire. Provision of interpreting in information and therapeutic group work The service to be provided both in hours and out of hours to meet the upside capacity from the in house interpreting service. The service will be available 24 hours a day, 365 days a year within the geographical area of NHSGGC and NHS Lanarkshire. All parties in the agreement should conduct their business in a confidential and non discriminatory manner to meet the requirements of legislation and ensure equity of access to service. The service will require interpreters at short notice to deal with crisis events or unforeseen situations. The provider will on occasion be required to cover consecutive appointments within an agreed time period to reflect best value. Interpreters will support appointments at different locations, including Hospitals, Clinics, Health Centres, patients’ homes and any other address as designated by NHSGGC or NHS Lanarkshire. This Lot will provide British Sign Language whereby the meaning of what is said in one language is transferred into spoken / sign form into the other language by an interpreter in personal attendance. The Services which shall arise under this Lot includes: Provision of BSL interpreters at health appointments across the services listed at section 2 of the specification in both NHSGGC and in NHS Lanarkshire. The service to be provided both in hours and out of hours to meet the upside capacity from the in house interpreting service. The service will be available 24 hours a day, 365 days a year within the geographical area of NHSGGC and NHS Lanarkshire. Indications of ability to meet any out of hours requirements should be described in the tender submission and will not affect the award of the in hours service. All parties in the agreement should conduct their business in a confidential and non discriminatory manner to meet the requirements of legislation and ensure equity of access to service. The service will require interpreters at short notice to deal with crisis events or unforeseen situations. The contract will work with core hour’s service and an out of hour’s service. The provider will on occasion be required to cover consecutive appointments within an agreed time period to reflect best value. Interpreters will support appointments at different locations, including Hospitals, Clinics, Health Centres, patients’ homes and any other address as designated by NHSGGC or NHS Lanarkshire. If specified, the provider will ensure that the same interpreter provides the service in circumstances defined by NHSGGC Interpreting Policy to clients to ensure continuity of care unless for reasons of sickness or annual leave. A copy of the NHSGGC Interpreting Policy is available on request. This Lot will provide Deaf Relay Interpreting whereby the meaning of what is said in one language is transferred into spoken / sign form into the other language by an interpreter in personal attendance for those deaf client who have specific or complex language needs. The client requiring a Deaf Relay Interpreter may have learning disabilities, mental health problems or use rare signs or what is described as “grassroots deaf”. A Deaf Relay Interpreter will ensure that the client fully understands the dialogue being communicated. The Services which shall arise under this Lot includes: Provision of Deaf Relay interpreters at health appointments across the services listed at section 2 of the specification in both NHSGGC and in NHS Lanarkshire. The service to be provided both in hours and out of hours to meet the upside capacity from the in house interpreting service. The service will be available 24 hours a day, 365 days a year within the geographical area of NHSGGC and NHS Lanarkshire. Indications of ability to meet any out of hours requirements should be described in the tender submission. All parties in the agreement should conduct their business in a confidential and non discriminatory manner to meet the requirements of legislation and ensure equity of access to service. The service will require interpreters at short notice to deal with crisis events or unforeseen situations. The contract will work with core hour’s service and an out of hour’s service. The provider will on occasion be required to cover consecutive appointments within an agreed time period to reflect best value. Interpreters will support appointments at different locations, including Hospitals, Clinics, Health Centres, patients’ homes and any other address as designated by NHSGGC or NHS Lanarkshire. If specified, the provider will ensure that the same interpreter provides the service in circumstances defined by NHSGGC Interpreting Policy to clients to ensure continuity of care unless for reasons of sickness or annual leave. A copy of the NHSGGC Interpreting Policy is available on request. This Lot will provide International Sign Language whereby the meaning of what is said in one language is transferred into spoken / sign form into the other language by an interpreter in personal attendance. International Sign will be used for those Deaf people who are not British Sign Language users and may have limited signing ability in their language. The Services which shall arise under this Lot includes: Provision of International Sign Language interpreters at health appointments across the services listed at section 2 of this document in both NHSGGC and in NHS Lanarkshire. The service to be provided both in hours and out of hours to meet the upside capacity from the in house interpreting service. The service will be available 24 hours a day, 365 days a year within the geographical area of NHSGGC and NHS Lanarkshire. Indications of ability to meet any out of hours requirements should be described in the tender submission. All parties in the agreement should conduct their business in a confidential and non discriminatory manner to meet the requirements of legislation and ensure equity of access to service. The service will require interpreters at short notice to deal with crisis events or unforeseen situations. The contract will work with core hour’s service and an out of hour’s service. The provider will on occasion be required to cover consecutive appointments within an agreed time period to reflect best value. Interpreters will support appointments at different locations, including Hospitals, Clinics, Health Centres, patients’ homes and any other address as designated by NHSGGC or NHS Lanarkshire. If specified, the provider will ensure that the same interpreter provides the service in circumstances defined by NHSGGC Interpreting Policy to clients to ensure continuity of care unless for reasons of sickness or annual leave. A copy of the NHSGGC Interpreting Policy is available on request. This Lot will provide Lip Speaking, Notetakers and speech to text reporters for patients whereby the meaning of what is said in English is transferred into spoken / written form of English for those with a hearing loss by a communication specialist in personal attendance. The Services which shall arise under this Lot includes: Provision of Lip Speaking, Notetakers and speech to text reporters at health appointments across the services listed at section 1.1 of this document in both NHSGGC and in NHS Lanarkshire. The service to be provided both in hours and out of hours to meet the upside capacity from the in house interpreting service. The service will be available 24 hours a day, 365 days a year within the geographical area of NHSGGC and NHS Lanarkshire. Indications of ability to meet any out of hours requirements should be described in the tender submission. All parties in the agreement should conduct their business in a confidential and non discriminatory manner to meet the requirements of legislation and ensure equity of access to service. The service will require interpreters at short notice to deal with crisis events or unforeseen situations. The contract will work with core hour’s service and an out of hour’s service. The provider will on occasion be required to cover consecutive appointments within an agreed time period to reflect best value. Interpreters will support appointments at different locations, including Hospitals, Clinics, Health Centres, patients’ homes and any other address as designated by NHSGGC or NHS Lanarkshire. If specified, the provider will ensure that the same interpreter provides the service in circumstances defined by NHSGGC Interpreting Policy to clients to ensure continuity of care unless for reasons of sickness or annual leave. A copy of the NHSGGC Interpreting Policy is available on request. This Lot includes the provision of a consecutive interpreting service via the medium of telephone. Telephone interpreters shall convert a spoken language from one language to another enabling listeners and speakers to understand each other. The Services which shall be provided under this Lot include: Immediate telephone interpreting for users that need to use an interpreter immediately over the telephone. Scheduled pre-planned and pre-booked telephone interpreting. Three way call out to patients not with clinician The service to be provided both in hours and out of hours. The service will be available 24 hours a day, 365 days a year for all staff within NHSGGC’s area. All parties in the agreement should conduct their business in a confidential and non discriminatory manner to meet the requirements of legislation and ensure equity of access to service. The service will require interpreters at short notice to deal with crisis events or unforeseen situations. The contract will work with core hour’s service and an out of hour’s service. The service will require to be able to access common as well as rare languages at short notice to match the need in NHSGGC. The service will be required to estimate average connection time to interpreter and meet 90 % of calls within this estimated timeframe. The service is expected to provide NHSGGC with a live webpage containing guidance for NHSGGC staff including video links demonstrating good practice for telephone interpreting when the patient is with the clinician and when they are calling out to the patient. This lot includes the provision of written Translation from English into the language requested by the patients and from those languages into English or other languages. Translation refers to the conversion of written documents into another language as text. The services which shall be provided under this Lot include the Translation and Transcription of patient information, patient records, clinical information and patient letters / guidance. This lot includes the provision of written translation from English in to the language requested by the patient and from those languages in to English or other languages. Translation refers to the conversion of written documents in to another language as text. This translation should be accurate and maintain the accurate meaning and sprit of the content of a document requiring translation. The service will be available 9-5 Monday - Friday and the provider must provide the translation within 6 working days of the request with the exception of requests for clinical information or medical files which are expected to be delivered within 4 working days. All parties in the agreement should conduct their business in a confidential and non discriminatory manner to meet the requirements of legislation and ensure equity of access to the services. The service will sometimes require to translate material at short notice to deal with crises events or unforeseen circumstances. All translations will be back translated by a second transcriber quality assurance. Any errors in translation which results in the re-printing of resources will be paid for by the provider to rectify the error.