Improvement of Interpreting Service - Preparation of Handouts for Interpreters - Research Proposal Example

Improving interpreting service in the maternity class: preparing handouts for the interpreter 3 Executive Summary 3 Background 3 The service: improving interpreting service in the maternity class 3 Statement of the problem 4 Objective of improving interpreting service in the maternity class 5 Significance of preparing handouts for the interpreters 5 Improving interpreting service analysis 5 Literature review: aspect of the service 5 The Internal Drivers of Interpreting Service 6 The External Drivers of Interpreting Service 6 Tools and methods used in improving interpreting service in the maternity class 7 The balanced scorecard 7 How balanced scorecard will help in improving interpreting service 7 How balanced scorecard will help in the analysis 7 The hypothetical balanced scorecard for improving interpreting service in the maternity class 8 Strategy Mapping For Improving Interpreting Service in the Maternity Class 9 Importance of using strategy mapping 9 How strategic mapping will help in analysis 9 Strategic mapping table 10 The hypothetical strategic mapping for the local community centre will provide the following details for strategic performance positioning. 10 The satisfaction questionnaire table 11 The alignment matrix 11 Importance of using alignment matrix 11 How alignment matrix will help in the maternity class 12 The alignment matrix for improving interpretation service in the maternity class 12 Linkage in improving interpretation service of the maternity class 12 Strategic mapping flow chart for improving interpreting service 13 Importance of strategic mapping flow chart 13 How interpreting service will benefit from strategic mapping flow chart 13 Outcomes of the Analysis of the Tools 14 Conclusion 14 Recommendations 15 BIBLIOGRAPHY 15 Improving interpreting service in the maternity class: preparing handouts for the interpreter Executive Summary This proposal reports on improving interpreting service in the maternity class with respect to preparation of handouts for the interpreter so that they understand what to expect to cover in the next class. The report shows details on internal drivers and external drivers who are involved in improving interpreting service in the maternity class. The external drivers are the NHS staff and community staff. The internal drivers are the visiting non-English speakers, maternity staff, tutors and interpreters. The tools that will be used for analysis of the feasibility studies of improving interpreting service in the maternity class are mainly the balanced scorecard, strategy mapping and flow charts. Analysis of the tools will show feasibility studies that will provide details on why they have been chose for analysis and how the analysis helps to provide overview of the project. The report will also provides detailed summary on the outcomes of the analysis of the tools that will be used and their impact in the improving interpreting service in the maternity class. Background The service: improving interpreting service in the maternity class The project of improving interpreting service in the maternity class will be geared towards improving participation of visiting pregnant women from non-English speaking background in the maternity class. The project will be based on preparing handouts for the interpreters to know what to expect in the next session of the maternity class. Preparation of the handouts will involve translation of key words or key phrases that are used in the maternity class. Interpreting service will be responsible for preparing handouts for the interpreter so that they know what to expect in the next maternity session. This service is solely designed for visitor pregnant women in the United Kingdom who do not understand English and require services offered by the maternity class and other women in the UK who cannot speak in English. This program of improving interpreting service in the maternity class will be formulated and implemented by the maternity class team of the Local Community Centre. The service will be free of charge but participants will be required to make a contribution of £ 2.00 towards maintenance. Statement of the problem Many visiting women in UK need to participate in the maternity class but may not require learning English. Their participation is limited by language barrier. This problem can be solved if interpreters have interpreted handouts in advance for the next class so that they may prepare for next session and ensure non-English pregnant women do not have any problem arising from language barrier. Objective of improving interpreting service in the maternity class To improve interpreting service in the maternity class by preparing handouts prior to the next class for the interpreters so that they may understand what to expect Significance of preparing handouts for the interpreters The interpreters will be in a position to know the next day’s lesson and what the lesson will cover. This will ensure the interpreters are able to prepare themselves adequately for the next session’s tasks. The interpreters will also be in a position to know key words or key phrases that need be used in the next maternity class. Improving interpreting service analysis Literature review: aspect of the service In many hospices and medical facilities, visiting foreign pregnant women who are Non-English speakers need to have antenatal services (Karimi, 1989). Foreign Non-English women face the challenge of learning English when they do not have to spend a lot of time in their destination country (Karimi, 1989). The women do not have time to learn English as a second language but have a right to have equal access to medical care (Mooney, 2002). Pregnant women need to access ante-natal care through maternity classes in their destination towns or cities (Karimi, 1989). Improvement of interpreting service bridges the gap of language barrier (Kithaka, 1991). Provision of improved interpreting service to cater for visiting women who have no time to learn a new language enhances access to maternity services (Mooney, 2002). This milestone provides an enabling environment for visiting foreign women to take active part in maternity classes in their destination towns or cities. Lack of efficient interpreting services to cater for visiting pregnant women who do not understand the first language of their destination towns makes many medical facilities not to be able to provide their services to the women. A pilot study shows that improving intepreting srvices increases the number of pregnant women seeking maternity services in health centres (Eliud, 1990). The Internal Drivers of Interpreting Service The internal drivers (Fitzsimmons, 2000) are the maternity staff, team leaders in the maternity class, interpreters and tutors in the maternity class who are currently involved in the current interpreting service in place that need redress to address the plight of visiting foreign women who are Non-English speakers. The internal drivers also include the foreign visiting foreign women who are non-English speakers. It is the number of visiting foreign women (Fitzsimmons, 2000) in the maternity class who are beneficiaries of the improved interpreting service who will make the initiative a viable investment. The External Drivers of Interpreting Service The external drivers (Fitzsimmons, 2000) are the NHS and the community staff who are affiliated to improving interpreting service in the maternity class. Tools and methods used in improving interpreting service in the maternity class The balanced scorecard The balanced scorecard (BSC) (Kaplan, 1996) will help in determining improvement on performance of interpreting service in the maternity class that need be implemented in order to make the maternity class to achieve a better cutting edge in service delivery. How balanced scorecard will help in improving interpreting service The BSC will provide a guide that will measure level of satisfaction of visiting foreign women in the maternity class. The BSC will provide a framework of measures that will increase efficiency and improve interpreting service. The BSC will provide future goals and priorities for implementation to improve interpreting service in the maternity class. The BSC will provide a work ethics that will lead into improvement of interpreting service. How balanced scorecard will help in the analysis The BSC will provide a plan scorecard, interpreter’s scorecard and team leader’s scorecard that will provide a guideline for achieving improved interpreting services. The hypothetical scorecard will have the following measures (Kaplan, 1996). The balanced scorecard will provide a methodology for translating visions of the interpreting service in the maternity class (Kaplan, 2000). The balanced scorecard will provide data on response of the visiting women in the maternity class. This data will help the maternity class to know areas that need improvement and the strategy to be used to achieve the goal. The data obtained from the balanced scorecard will show if the maternity class is delivering any value and also show if there has been any change after integration of the service. The data will also show areas of interests that need be improved. The analysis of the balanced scorecard will show possible future goals of the project. Balanced scorecard will be used to show the aspect of preparing handouts for the interpreters. The hypothetical balanced scorecard for improving interpreting service in the maternity class Level of measure Foreigners perspective Financial perspective Internal local community centre perspective Learning or growth perspective interpreters scorecard Non-English interpreting service (internal) 100% Interpreting service costs Improve participation of foreigners Be a team player Maternity Class scorecard High speed in attending to non-English speakers in the maternity class *improved quality of interpreting service *zero interpreters turnover. *be a Leader in maternity service satisfaction *Improvement on interpretation service in the maternity class Increase in foreigners who are non-English speakers seeking maternity Classes. Plan scorecard Non-English speakers maternity class satisfaction, 100% in time Quality interpretation service at all times * be a leader in maternity service satisfaction *Improving maternity class asset utilization by 80% *Improving on maternity medical intervention *Involve foreign expectant mothers in decision making Strategy Mapping For Improving Interpreting Service in the Maternity Class Importance of using strategy mapping Strategy mapping will show processes that the maternity class should excel at in order to satisfy the customers. Strategy mapping will provide framework on how maternity class will sustain its ability to change and improve maternity class. Strategy mapping will provide vision and mission of the maternity class. How strategic mapping will help in analysis Strategic mapping will help to provide information on the achievements of the maternity class. Strategic mapping will provide guideline on priorities of implementing improvement on interpreting service. Strategic mapping if the maternity class is making any progress in achieving its objectives. Strategic mapping will be able to show any service modification that need to be implemented. Strategic mapping will reflect the future achievements of the maternity class. The strategic mapping will help to provide a guide that will show how improving interpreting service performance through p[reparation of handouts for the interpreters will reflect on the maternity class proposed strategic formulation of actions to implement and their effects on the foreigner’s non-English speakers on the quality of maternity service. Strategic mapping table The hypothetical strategic mapping for the local community centre will provide the following details for strategic performance positioning. The satisfaction questionnaire table Strongly agree agree Neither disagree nor agree disagree Strongly disagree Improved interpreting service has improved maternity class I benefited more from interpreted handouts I will be visiting the maternity class when back in the UK I will recommend the maternity class to others visiting UK The alignment matrix Importance of using alignment matrix Alignment matrix will help to determine satisfaction levels of the foreign non-English speaking women in the maternity class. Achievement of alignment matrix will be measured by carrying out surveys to determine the levels of satisfaction of visiting foreign women (Kaplan, 2000). The alignment matrix will provide a framework towards achievement of strategic objective of improving interpreting service in the maternity class. Evaluation will be based on a database of foreign women who will be taking part in the maternity class because of improvement of the interpretation service through preparation of handouts for the interpreters backed up by a good translation without any mistake as well. How alignment matrix will help in the maternity class It will help to measure user satisfaction in the maternity class. It will help to determine partner views improving interpreting services It will help to formulate key initiative sectors for improving interpreting service The alignment matrix for improving interpretation service in the maternity class Strategic objectives Measures Target Initiatives More foreign women non English speakers Number of visitors per year 15% new foreign non-English speakers in the maternity service in the next four months New website for the interpretation service. No maternity fee but a ₤ 2.00 for miscellaneous expenses Increase satisfaction of foreign non-English speakers in the maternity service Weekly and annual surveys 80% saying they are satisfied with interpretation service in the maternity class within six months Improved and well updated websites Linkage in improving interpretation service of the maternity class Objectives: what strategy must achieve Measures : success will be measured and tracked Target : Performance or improvement needed Initiatives: Key action and programs required Improve interpretation services Number of services improved by interpretation services 25% annually Improvements of the project Increase satisfaction User satisfaction 80% of foreigners very satisfied. Surveys Member satisfaction 80% of foreigners very satisfied Surveys Improvement on partnership working Partner views 80% very satisfied Partner surveys Process mapping and improvements 2 annually Process mapping with partners Strategic mapping flow chart for improving interpreting service Importance of strategic mapping flow chart Strategic mapping flow chart will help in determining the process of implementing improvement on interpreting service. It will show all measures that are needed to be taken into account in order for the process of implementing improvement of interpreting service are a success (kaplan, 2000). How interpreting service will benefit from strategic mapping flow chart The strategic mapping flow chart will show step-by-step protocols and procedures that improvement of interpreting service need to be followed and advantages of every step (kaplan, 2000). The strategic mapping flow chart will show decision that need to be made at every stage of the interpreting service through preparation of handouts for the interpreters. strategic mapping flow chart for improving interpreting service Outcomes of the Analysis of the Tools The analytical tools will help to implement incorporation of preparation of handouts for the interpreters in the interpreting service. These tools will help to determine satisfaction levels of the members and also help to integrate external driver’s views on improvement of interpreting service in the maternity class. Conclusion Preparation of handouts for the interpreters will lead into improvement of the maternity class through the following core advantages. First, the improved interpreting service will lead into improvement of participation of foreign non-English speaking women in the maternity class. Secondly, improving interpretation service in the maternity class will increase asset utilization of the maternity class thirdly, the improved interpretation service will make the local community centre a leader in maternity service satisfaction and make local community centre to work towards realizing the parameters of equity healthcare where a woman should have equal access to equal medical care for equal need regardless of the language they speak. Fourthly, Improved Interpreting service will make the local community centre to be in a position to strategize on improving maternity service, create a strong good will among its shareholders and stakeholders, and make the local community centre to focus its delivery of maternity services to its clients without being barred by language barrier. This will make it possible for the community health centre to finance training of interpreters and enable it to get more interpreters of any common new language Recommendations The maternity class should develop strategies towards implementation of improving interpreting service preparation of handouts for the interpreters in the maternity class in order to increase the number of participants in the maternity class and improve maternity class asset use. The maternity class should provide a partnership with colleges and universities that offer foreign languages in order to be providing internship services and attachments for students in the colleges and universities. The interpreters need to be given the handouts a day before so that they could be aware of what to expect in the next maternity class. BIBLIOGRAPHY ELIUD & GITU, (1990). Improving Intepreting Services in Health Centres. PHD Thesis, Nairobi: Health Issues, 1990, 123-26. Fitzsimmons, Fitzsimmmons and, (2000). Service Management. 3rd edition. Irwin/McGraw-Hill, 2000. John, BICHEKO.J.The Quality 75: towards Six Sigma Performance in Service and Manufacturing. PISCIE books. KAPLAN,R.C & NORTON, D. P., (1996). The Balanced Scorecard. 1996. —. The Balanced Scorecard. Havard, 2000. KARIMI,E.N.,KAMAU, J.M. and Mohammed, B, (1989). Adding Value in the Antenatal care. Nairobi, Nairobi: Focus Publishers Limited, 1989. KITHAKA, B.K & KARIUKI, M.N, (1991). The Essence of Antenatal care. Nairobi, Nairobi: Focus Publishers, 1991. MOONEY, G, (2002). Acess and Service Delivery Issues. Ausinfo 2002 (Productivity Commission and Melbourne Institute of Applied Economics and Social Research), 2002. —. Economics, Medicine and Healthcare. 3rd edition. London: Princtice Hall, 2003. PLESK, P.,& GREENHALGH,T, (2001) The challenge of complexity in healthcare. BMJ, 2001: 625-628. Read More