On 29 November 2023, our Language Services team will be excited to launch the Interpreter Management System (IMS), a new platform for managing interpreter bookings that will be replacing the IBA (Interpreter Booking Application).
The focus of the change is on enhancing and improving our processes for a simpler, more intuitive and helpful approach to making interpreter bookings.
Stage one of our improvement journey begins on Monday 16 October, as we move to an online-only model.
Supporting a diverse and multicultural community
With nearly half of all Victorians either born overseas or having a parent who was born overseas, and around 30% of us speaking a language other than English at home, it’s not surprising that our Language Services plays a crucial role.
Our Language Services team helps our patients to receive care, support and advice in the language they understand best, so they can be active participants in their care and make well-informed decisions surrounding their treatment. They do this by providing free, accredited interpreters in more than 120 languages, to all patients that need them during any part of their healthcare journey with us.
Moving to an online-only model
As part of the first stage of our improvement journey, we are streamlining the way bookings are made at Monash Health, with our online platform becoming the central way to make bookings.
In line with this change, from Monday 16 October, you will no longer be able to make bookings over the phone.
From next week, all interpreter requests should be made through Monash Health’s online booking system.
This booking system offers several advantages, not only by simplifying the request process but also by allowing you to:
- Check the availability of in-house interpreters
- Check the status of your interpreter request
- Access the contact details of the booked interpreter for seamless communication.
You can access the online booking system at http://interpreters/home.aspx
Making bookings during business hours
To streamline our interpreter services and ensure efficient support, we kindly request that interpreter requests be made during our regular business hours whenever possible (Monday to Friday 8:30 am to 5:00 pm).
Requests for on-site interpreters made outside of these hours may be impacted by limited availability. In some cases, we may only be able to offer a telephone interpreter.
If due to the urgency and complexity of a patient’s needs, an interpreter is required after-hours (weekdays 5:00 pm to 8:30 am, weekends or public holidays), you can contact our Language Services after-hours service as follows:
- Urgent after-hours phone interpreter service: Call 03 9594 4067, Press 1
(the call will be transferred to Monash Health external provider for telephone interpreting) - Urgent after-hours on-site and video interpreter services: Call 03 9594 4067, Press 2
(the call will be diverted to our on-call Language Services team at Monash Health)
We’re here to help
While telephone calls to our office will now be exclusively reserved for troubleshooting purposes (such as Interpreter DNA issues), or urgent after-hour requests, we are here to help if you experience any technical issues.
We also welcome you to get in touch with us if you require additional information or training on how to request an interpreter using the online system at monashinterpreters@monashhealth.org
We appreciate your continued support, and your help letting your team know about this change.
Approved by Cassie Moore, Acting General Manager.