Evaluating translating and interpreting services across BLMK

Healthwatch Bedford Borough, Healthwatch Central Bedfordshire, Healthwatch Luton and Healthwatch Milton Keynes agreed to map and review translation and interpretation services as part of the Denny Review.  They visited local opticians, dentists, pharmacies, GP practices, hospitals and community services, speaking to at least 65 staff.

One of the most critical observations is the widespread reliance on informal, ad-hoc methods for communication—such as Google Translate, family members, and bilingual staff—rather than using commissioned interpreter services. Across settings, there was a marked lack of awareness among staff regarding available translation services like DA Languages or Language Line, with many reporting little to no training in their use. This gap not only undermines the quality and safety of care but also raises concerns about compliance with safeguarding and data protection regulations.

Furthermore, the report highlights an absence of clear, publicly visible information and signage in multiple languages. This deficit leaves both patients and healthcare professionals uninformed about patients’ rights to access professional interpretation and translation services. In dental and optician practices, this results in routine reliance on informal methods, while in GP practices, despite relatively higher awareness, inconsistent practices prevail. The inconsistency is even more pronounced within hospital environments, where different wards within the same Trust follow varied procedures, leading to confusion and, at times, delays in service delivery. 

Feedback from BSL interpreters further underscores systemic issues: many expressed a preference for direct contracting with service providers to circumvent the administrative inefficiencies associated with current agency-led models. Current challenges in booking interpreters increases reliance on family members—actions that compromise both the quality of care and patient privacy. The evidence clearly supports the need for a coordinated, system-wide response. Implementation of the following recommendations will improve patient outcomes, ensure regulatory compliance, and support equitable healthcare delivery across BLMK.