Agenda Item No
Meeting / Patient Experience, Inclusion & Partnership Committee
Date / 16th September 2014
Title / Interpretation & Translation Usage Report
Executive Summary
  • Why is this paper going to the Committee
  • To summarise the main points and key issues that the Board should focus on including risk, compliance priorities, cost and penalty implications, KPI’s, Trends and Projections, conclusions and proposals
/ Purpose of the report is to provide the Committee with a usage report of the interpretation and translation services provided by the Trust from 31st March 2013 to 1st April 2014
This report provides a summary of usage costs for providing integrated interpretation and translation services to the hospital and community. Also the services and activities of the hospital on site Link Workers.
Next steps/future actions
Clearly identify what will follow a Board decision i.e. future KPI’s, assurance requirements / The Committee are asked to note actions, expenditure and usage
Discuss / x / Receive
Approve / X / Note
Assurance to be provided y: / Patient Experience and Inclusion Group
This Report Covers (please tick relevant boxes)
Strategy / X / Financial Implications / X
Performance / X / Legal Implications
Quality / X / Regulatory
Workforce / Stakeholder implications
NHS constitution rights and pledges / X / Equality Impact Assessed
For Information / Confidential
Prepared by / Suzanne Hudson
Patient Experience & Inclusion Officer / Presented by / Bev Tabernacle
Deputy Director of Nursing

INTERPRETATION & TRANSLATION REPORT

31st March 2013 to 1stApril 2014

The purpose of this report is to update members of the Patient Experience Inclusion & Partnership Committee of the usage of the integrated interpretation and translation services. This is an Annual report covering the12 month period of 31stMarch 2013 to 1st April 2014.

Telephoneandface-to-face consultations have been provided in the main by Language Line and Capita (formerly Applied Languages); Prestige and Big Word are still being booked in some areas of the Trust and are sometimes used for ad hoc bookings when our main supplier is not able to provide an interpreter in particular for patients whose main language is Nepalese and Somali.

British Sign Language is provided by the Deafness Resource Centre and Manchester Deafness Centre.

  1. Face to Face Translations

The five most requested languages for face to face bookings for the hospital have remained the same:

  • Polish
  • Hungarian
  • Farsi
  • Somali
  • Czech

Awaiting more details of the languages requested in the Community from the limited data received the top 5 were: Farsi, Arabic, Hungarian, Polish and Punjabi.

2.Telephone Interpreting

The five most requested languages by telephone for the Trust was:

  • Hungarian
  • Arabic
  • Somali
  • Slovak
  • Czech

3. Top 5 Users

By telephone:

The top five users for telephone bookings on the hospital site are: Antenatal Clinic, Women’s Health Care, Adults A&E, Central Delivery Unit and Endoscopy. The top users in the community are: Health Visitors, Musculoskeletal and Child Immunisation.

Face to Face:

The top five users for face to face bookings for the hospital, based on Capita reportsare: Eye Unit Receptions, Day Care Unit, F6 Ward, ENT Outpatients and Bolton One. It is also worth noting that there are two other areas of high usage which are the Breast Unit and Orthopaedic Outpatients Department.

4. Costs

Costs which are based on invoices paid (1st April 2013 to 31st March 2014) for providing interpretation and translationservices for the Community and Hospital Site from the various providers are as follows:

Suppliers Name / Cost
Capita -Face to Face / £90,668.00
Prestige Networking Face to Face / £43,685.46
Millennium / £1,603.50
TOTAL FACE TO FACE / £135,956.96
Language Line Services – Telephone service / £11,868.40
Big Word – Telephone service / £4,153.32
TOTAL TELEPHONE / £16,021.72
Deafness Resource Centre – BSL service / £23,250.00
Manchester Deafness Centre / £2,664.00
TOTAL BSL / £25,914.00
GRAND TOTAL / £177,893.00

At the present time telephone interpreting costs 63p per minute, the face to face option is £28 per hour, and average cost for BSL is £95 per booking.

5.Link Workers Services

The two on site Link Workers provide Trustwide interpretation and translation for patients whose main languages are: Urdu, Punjabi, Hindi and Gujarati. The average number of contacts per month is 206. The Link Workers provide support on the wards and clinics; they also provide assistance to staff that may be experiencing difficulties in booking a translator/interpreter. During the month of January due to sickness and annual leave there was only one Link Worker on site for a week in January.

Link Workers Activity for 12 months April 2013 to March 2014

April 2013 - March 2014 / Ward / Clinic / Home Visit / Method of Contact / Languages
Ward / Clinic / Home Visit / Face to Face / Phone / Urdu / Gujarati / Punjabi / Hindi / Other
April / 7 / 12 / 0 / 18 / 1 / 12 / 0 / 7 / 0 / 1
May / 187 / 99 / 0 / 286 / 5 / 84 / 96 / 95 / 4 / 2
June / 164 / 88 / 2 / 254 / 4 / 56 / 105 / 93 / 0 / 1
July / 201 / 87 / 0 / 288 / 0 / 96 / 88 / 91 / 13 / 0
August / 163 / 55 / 1 / 219 / 0 / 50 / 81 / 85 / 3 / 0
September / 189 / 82 / 3 / 274 / 0 / 81 / 111 / 78 / 4 / 1
October / 183 / 63 / 7 / 253 / 1 / 54 / 131 / 65 / 2 / 0
November / 185 / 102 / 0 / 287 / 4 / 51 / 110 / 120 / 5 / 1
December / 179 / 101 / 2 / 282 / 0 / 40 / 122 / 118 / 5 / 0
January / 47 / 9 / 0 / 56 / 2 / 10 / 46 / 0 / 0 / 0
February / 94 / 27 / 1 / 122 / 1 / 12 / 110 / 0 / 0 / 0
March / 63 / 58 / 0 / 121 / 0 / 36 / 0 / 85 / 0 / 0
TOTAL / 1662 / 783 / 16 / 2460 / 18 / 582 / 1000 / 837 / 36 / 6

6.Actions for 2013/14:

No / Actions
1. / Carry out an evaluation of usage and costs of providing Interpretation & Translation services by external companies to ensure patients receive a good level of communication whilst maintaining cost effectiveness for the Trust.
2. / Re-evaluate the use of online or mobile translation tools to scope effectiveness
3. / Review and update Interpretation & Translation Policy to ensure correct information is available for staff
4. / Review and update ‘A Simple Guide’ document to ensure the contents does containthe most up to date interpretation and translation guidance for staff
5. / Continue to evaluate the languages requested on a regular basis to ensure reflection of the population of Bolton.

7. Recommendation

The Patient Experience, Inclusion & Partnership Committee are asked to discuss and note the contents,expenditure and usage within this report. An update on the 5 actions identified from this report will be provided by the Patient Experience Team to the Committee at a future meeting.

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