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Interpreter, cultural liaison and other communication services

Interpreters are essential in ensuring that your diagnosis and treatment are explained to you in your preferred language and that you understand the information you have been given.  Mater provides experienced interpreters 24 hours a day, seven days a week in every language and offers this service free of charge to every clinic. Interpreters can be provided onsite, via telephone or via video remote. We also provide services for deaf patients requiring AUSLAN (Australian Sign Language). Our interpreters understand the importance of interpreting accurately and impartially and keeping all information confidential.

Family, friends, carers and partners

You are welcome to bring your partner, relatives or friends for support at your appointments but they should not be an interpreter at appointments. However a trained interpreter must be engaged to ensure that you understand the information, procedures or surgery that is discussed with you. With the assistance of a qualified interpreter the health professional will be able to understand your questions about your care.

Family members or friends are not interpreters (except in an emergency); please request an accredited interpreter, if not already provided, at the time you come to the hospital.

Booking an interpreter

If you want to make sure that an interpreter will be at your first appointment, you can phone Mater using TIS (Telephone Interpreter Service) on 13 14 50 a week before your appointment and we will check if an interpreter has been booked. If an interpreter has not been booked for you already, we can organise one for you.

Cancelling an interpreter

If you are unable to attend your appointment at a clinic, or need to change the time, please contact the clinic as soon as possible (using TIS 13 14 50) so that another appointment can be made for you. Please tell the clinic that an interpreter had been booked for you and they will cancel the interpreter.

Mater Patient Charter (English, Arabic, Chinese and Vietnamese)

Mater respects your right to receive healthcare services and we are committed to providing exceptional, patient-focused, high quality and safe healthcare. In order to provide such care, a partnership between patients, carers and families and healthcare providers is essential.

The Mater Patient Charter addresses your rights and responsibilities. It outlines the process to follow if you, or a family member, wish to raise concerns about your care or immediate safety (Patient and Carer Escalation PACE). It also provides details to enable you to contact the Privacy Office or provide feedback.

The Patient Charter is available in Arabic,Chinese and Vietnamese.