Service User Consent Policy

Principles

People should understand the language service being offered, the interpreter or translator’s role, what information will be shared and any meaningful choice available to them. Consent must be informed, voluntary, specific to the decision and communicated in an accessible way.

Papillon personnel do not make clinical, legal or statutory decisions for service users and do not replace the commissioning professional’s responsibility to obtain valid consent.

Obtaining and recording consent

• The commissioning professional normally confirms consent to involve a Papillon linguist before substantive discussion begins.
• The interpreter explains their impartial role and confidentiality in a language the person understands, and checks willingness to continue.
• Audio or video recording, reuse of content, publicity and training use require separate explicit authority unless a lawful exception applies.
• A person may withdraw consent at any time; the withdrawal and its practical consequences are recorded and respected unless another lawful basis requires processing or action.

Capacity, children and representatives

Capacity is presumed unless established otherwise and is decision-specific. The commissioning professional is responsible for any Mental Capacity Act assessment or best-interests decision. Papillon supports communication but does not determine capacity.

For children, the commissioner determines parental responsibility, competence and the appropriate consent route. The child’s wishes and understanding should be sought and respected in a way appropriate to age and maturity. A representative’s authority should be verified where they act for another person.

Safeguarding and legal exceptions

Information may be shared without consent where required by law or where a proportionate safeguarding or public-interest justification exists, including an immediate risk of serious harm. The reason, information shared and recipient are documented.