Ukrainian refugees can use the services of an interpreter when applying for medical assistance

There are about 60 refugees from Ukraine in the Netherlands. Many of them do not speak Dutch and/or English, which many Dutch people do. When seeking medical care, a lack of communication between the patient and staff can become critical and interfere with treatment. Therefore, Ukrainian patients are provided with the assistance of a professional translator.

How to determine if a professional translator is needed?

In some cases, informal translators can be used to communicate with doctors - relatives, friends, or simply caring people who know the languages ​​that doctors and the patient speak. In some cases, it is impossible to use such help; a professional who thoroughly knows the technique of translation is needed.

To determine the required quality of interpretation when applying for medical care, the following scheme should be used:

How to Get a Professional Interpreter for Medical Care

The Dutch Ministry of Justice and Security has officially authorized Livewords to provide translation services in this and other complex cases. Available language combinations:

• Dutch/English;
• Ukrainian and Dutch/English;
• Russian and Dutch/English.

Before the start of the Russian-Ukrainian war, there were few Ukrainians in the Netherlands, and there are not enough translators from the Ukrainian language. Livewords is working on attracting translators who speak Ukrainian, but it will take time to fully meet the need for them. Therefore, Ukrainian patients who speak Russian are advised to invite a Russian interpreter - this way they will be able to get professional help faster.

Livewords provides 4 types of interpreting services:

1. Telephone interpretation (ad hoc). If you decide to use this service, you need to call 020-380-81-84 or send a request for the service through the Livewords client portal or mobile application on your phone. Within three minutes you will be connected to an interpreter.
2. Pre-ordered telephone translation service. You need to order the service in advance by phone, through the portal or application. After agreeing on an interpreter and the time of the service, the client will be informed of a six-digit PIN code. At the appointed time, the client must call the telephone number 020-380-81-93 and provide a PIN code to connect with an interpreter.
3. Pre-ordered video translation service. In this case, the client, his interlocutor and translator communicate via videoconference on the Internet. You can order the service through the client portal and application.
4. Pre-ordered interpreting service in a specified geolocation. If such a need arises, you need to call the telephone number 020-380-81-84. Inform the tasks of the translator and the place where he should provide the service. You will receive an e-mail confirming the receipt of the order, through which you can confirm or change the time of the service.

How to get interpreter services over the phone?

• An order for the provision of a service must be sent at least 24 hours in advance. This way you can increase the chances that an interpreter will be free and will be provided to you.
• The request is sent through the client portal or application. If this is not possible, you need to apply for ad hoc service through the call center.
• Upon receipt of the order, you will be notified by e-mail and provided with a six-digit PIN code.
• Be sure to tell the time of the conversation and the PIN code to your interlocutor so that he can join the conversation.
• The client and his interlocutor must call the telephone number 020-380-81-93 and name the PIN code. You can call no earlier than 5 minutes before the appointed time.
• If during the conversation the connection is interrupted, you need to call 020-380-81-93 again and give the PIN code. You will be connected to the same interpreter.
• The PIN code is valid only for the time agreed upon when ordering the service.

How to get a video translation service?

• Livewords has its own video network to provide this service.
• The minimum pre-order period is 24 hours, but it is better to send the order 72 hours before the time you need.
• A maximum of six people can participate in a videoconference.
• Upon acceptance of the order, you will be provided with a link to the virtual conference room and a PIN code. Share them with the rest of the conference participants. You can enter the virtual conference room 5 minutes before the appointed time.
• The conference room link is valid for the reserved time period for the service.
• If the connection is lost during the conference, restore it using the link with the conference room using the PIN code.
• If you prefer to use an alternative video conferencing platform, once the interpreter confirms, provide the interpreter with the links they need to participate in the conference.

How do I register for the Livewords Client Portal? 

• Fill out the registration form at the link: http://interpreting.livewords.com/UKR. You will need the hospital's email address and password. The password must contain at least 8 characters, including at least 1 uppercase and 1 lowercase letters of the English alphabet, 1 number and 1 special character. If you forget your password, you can recover it.
• Fill in all the fields marked with * and click the Registreren button.
• You will be notified by email that your application has been accepted. The email will contain a link to the account activation page. If you do not receive a reply letter for a long time, check the "Ongewenste Mail" ("Spam") folder
• On the activation page, click the "Wachtwoord vergeten" ("Activate my account") button. After clicking this link, your Livewords account is active and you can log in to the client portal and the app.

How to install the application?

Once the account is activated, you can download the Livewords app to your smartphone. The name of the application in both the AppStore and Google Play is Livewords App. Username - the email address with which you registered on the site.

If something is not working for you, please contact support at

tolken.servicedesk@livewords.com or call 020-820-28-07.

Find out about how a Ukrainian refugee can receive medical services in the Netherlands before obtaining insurance.