NHS England is responsible for commissioning and funding translation and interpretation services to ensure patients with limited English proficiency, hearing impairments, or other communication needs can access healthcare services effectively.
Current translation and interpretation services available include:
- Telephone interpretation: NHS England provides access to telephone interpretation services through The Big Word, enabling real-time communication between patients and healthcare professionals. This service is available for a wide range of languages and can be accessed quickly when needed.
- Written translation: Practices can request translations of patient information leaflets, appointment letters, and other essential documents to ensure clear communication.
- Face-to-face interpretation: For patients who are deaf or hard of hearing, British Sign Language (BSL) interpreters can be arranged for in-person consultations. Video Remote Interpreting (VRI) may also be available as an alternative.
GP practices should ensure they are aware of how to access these services and inform patients of their availability. If you experience difficulties in arranging translation or interpretation services, you can escalate concerns to NHS England or your local ICB for further support.
Services for Deaf Patients in Primary Care
Ensuring equitable access to healthcare for deaf and hard-of-hearing patients is essential. NHS England provides various services to support communication needs in primary care settings.
Available Services:
- British Sign Language (BSL) Interpreters: Face-to-face BSL interpreters can be arranged for in-person consultations. These should be booked in advance through NHS-funded services to ensure effective communication.
- Video Remote Interpreting (VRI): Some providers offer video interpretation services, allowing BSL interpreters to assist remotely via video calls. This can be a quicker alternative when in-person interpreters are unavailable.
- Text Relay Services: Patients who use text-based communication can access the Relay UK service, which helps them communicate via text in real time during phone calls with their GP practice. More details can be found at Relay UK.
- Hearing Loop Systems: Practices should ensure that hearing loop systems are available and maintained for patients with hearing aids. More information on hearing loops can be found at Action on Hearing Loss.
- Written Communication Options: Providing written summaries of key information, such as appointment details, test results, and treatment plans, can help improve understanding for patients who rely on text-based communication.
Accessing Support
Patients requiring BSL interpreters or other communication aids should inform their GP practice in advance to allow sufficient time for arrangements. Practices should ensure their staff are aware of these services and how to book them.
If a deaf patient is experiencing difficulty accessing interpretation services, they can seek further support from:
- NHS England – Visit NHS England’s website or contact their local Integrated Care Board (ICB) for specific local arrangements.
- SignHealth – A charity providing healthcare support for deaf people. Visit SignHealth for more information.
- Royal National Institute for Deaf People (RNID) – Offers advice and support for those with hearing loss. Visit RNID or call 0808 808 0123 (freephone).
For additional guidance, GP practices can refer to the Accessible Information Standard (AIS), which outlines requirements for supporting patients with communication needs. More details are available on the NHS website: Accessible Information Standard.
For more information, visit the NHS England website or contact your LMC for guidance.
