Feedback
Feedback is encouraged from all participants in an interaction, in the interests of improving the interpreting service, and for general transparency.
Hearing and Deaf staff are equally responsible for feedback on the coherence and intelligibility of the communication professionals.
If you have a compliment this may be given directly to the person at the time, or you may wish to write an email to them or their line manager explaining why you think the compliment is deserved. Compliments should focus on the way the person did their job or handled a situation, and should never be about their personality or appearance, unless the situation explicitly calls for it. If you do not wish to compliment the person directly, you may email or discuss the compliment with the Chair of the Communication committee or the Reasonable Adjustment Co-ordinator, who will then pass the compliment along to the person (anonymously if requested).
If you have a comment to make about the interpretation in a meeting that is neither a compliment nor a complaint, please email the Chair of the Communication committee, detailing your observation and asking questions if necessary.
If you have a comment to make about the interpreting service policy or procedure please write, in the first instance, to the Reasonable Adjustment Co-ordinator. The Reasonable Adjustment Co-ordinator may wish to follow up or clarify your observation by email or a one-to-one meeting. Upon agreement of the intent of the comment, the Reasonable Adjustment Co-ordinator may then raise any suggestion linked to your observation at the communication group meeting or the professional staff meeting (whichever is appropriate) for further discussion. Comments will not be anonymised unless the commenter expressly requests it.
If you have a complaint about the interpretation in a meeting, try to resolve the error immediately. If the error cannot be resolved immediately, please email the Chair of the Communication committee as quickly as possible afterwards, giving the facts of what happened and why you wish to complain. All complaints will be treated in strictest confidence. Complaints may be made about the work of freelance or in-house interpreters, but as with the compliments section above, complaints should focus on the way the person did their job or handled a situation, and should never be about their personality or appearance, unless the situation explicitly calls for it.