Translation and Interpretation Services
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One of the key recommendations from The Denny Review was the need for consistent, legally compliant translation and interpretation services, ensuring all residents can access healthcare without language barriers.
To assess current provision, in March 2024, BLMK ICB commissioned all local Healthwatch organisations to conduct visits across primary, secondary, and community care providers. Healthwatch Central Bedfordshire conducted a total of twelve initial visits across nine selected healthcare providers in Central Bedfordshire between mid-September 2024 and mid-November 2024. They visited primary care providers, secondary care providers, a community clinic and a community mental health clinic. A second round of visits was conducted between December 2024 and January 2025 to six of the same Providers (excluding two Pharmacies and a Dental practice) to assess the implementation of recommendations made during the initial visits and observe any further development.
No service users or patients requiring translation or interpretation support were encountered during their visits, despite expectations that this could present a challenge in the area. Although several patients from diverse ethnic backgrounds accessed the services, none indicated a need for translation or interpretation assistance.
The majority of healthcare providers and staff demonstrated a good level of awareness regarding their respective translation and interpretation (T&I) service Providers. However, exceptions were noted at Jardines Pharmacy, Cheeseman’s Pharmacy in Ampthill, and Specsavers in Biggleswade. Notably, Specsavers operates as a franchise and utilises ‘Language Line’ rather than ‘D.A. Languages.’
One Specsavers branch in Biggleswade reported utilising ‘Access Bedford’ to provide British Sign Language (BSL) services, highlighting an alternative approach to meeting the needs of patients with hearing impairments.
Feedback from healthcare staff indicates that ‘D.A. Languages’ is highly regarded, with consistent praise for the quality and reliability of their services. This reflects positively on the service’s impact on improving communication for patients requiring language support.
Hospital visits yielded particularly positive findings, with staff demonstrating a comprehensive understanding of translation and interpretation services and a willingness to utilise them when required. Clear guidance was available, ensuring staff felt confident in accessing and deploying these services effectively.
Some staff noted that relatives were occasionally used as interpreters for patients, despite recognising this practice as inappropriate and potentially compromising confidentiality. Staff consistently offered professional translation and interpretation services as an alternative, though these services were not always accepted by patients or their families.
Bilingual staff expressed a strong interest in receiving formal recognition and training to support translation and interpretation services. Staff emphasised that such training should be integrated into their core working hours to ensure it aligns with their roles and responsibilities without creating additional burdens.
Across all providers, there was a notable absence of visible signage informing service users and patients about the availability of Translation and Interpretation services. This gap may limit awareness and access for patients who would benefit from these services.