Xuan Luo
Staff Interpreter & Training Officer
Xuan works closely with interpreter training, professional development, and administrative processes at Interpreting New Zealand. During the ISO 21998:2020 certification journey, she played a key role in reviewing systems, documentation, and the processes that support high-quality interpreting.
“Accuracy Is Not a Preference — It’s a Necessity”
For Xuan, achieving ISO 21998 was an important milestone for healthcare interpreting in Aotearoa New Zealand.
“Because most of our work is in medical interpreting, accuracy is not a preference. It’s a necessity. While INZ already has a strong reputation for quality, this third-party accreditation strengthens our internal confidence and affirms our leading role in the country.”
Certification, she explains, represents more than a credential.
“It reflects our commitment to patient safety and provides reassurance to DHBs, PHOs, and specialists who rely on our interpreters every day.”
Looking Closely at Our Systems
Preparing for the audit meant taking a detailed look at how everything works behind the scenes.
“While our core processes were strong, we needed to ensure that every system — from interpreter training to incident reporting — was robust, transparent, and aligned with ISO requirements.”
This involved reviewing data management practices and consolidating workflows so that each stage of the interpreting journey was clearly documented and measurable.
“It was inspiring to see the team come together to navigate such a demanding process and achieve compliance.”
What the Process Revealed
For Xuan, one of the most positive outcomes was recognising the strength of the organisation’s existing foundations.
“The process showed that comprehensive systems and documentation were already in place. It reflects the diligence of our management, administrators, and interpreters, whose attention to detail ensures our work meets high standards.”
From Claimed Quality to Proven Quality
Achieving ISO 21998 has strengthened the organisation’s value — both for clients and interpreters.
“This accreditation transforms our value proposition from claimed quality to proven quality. For our interpreters, it brings professional recognition and pride in being part of an organisation that meets international standards.”
An Ongoing Commitment
For Xuan, certification is not the end of the journey — it is the beginning of a new phase.
“It marks the beginning of an ongoing commitment to maintaining these standards under continued third-party scrutiny.”
Building Quality Together
Xuan’s perspective highlights the work that happens behind the scenes to support safe, consistent, and high-quality interpreting services.
Her story is part of a wider collective effort across the organisation. More reflections from our ISO journey will be shared in the coming months.