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Published: 21/05/2013

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Telephone interpretation

Overview

London is one of the most multi-cultural cities in the world. The Greater London Authority estimates that about one third of people living in London were born outside the UK. 300 different first languages are spoken in the capital.

Good understanding between health staff and patients is very important to ensure that there is no misunderstanding or misdiagnosis.

Telephone interpretation is the transfer of meaning from one language to another in spoken form by telephone. Telephone interpretation is used where the speaker and interpreter cannot be present in the same place. Telephone interpretation is also used where it can provide the same quality of service and represent better value for money. Telephone interpretation is charged per minute, and avoids additional costs for travel and waiting time, so represents better value for money than face-to-face.

The service is used by doctors, nurses and other health professionals through pre-booked appointments or an on demand service if emergency care is required.

The NHS in London was using a large number of small suppliers for telephone interpretation, in many cases without a proper procurement process. A wide variety of rates was being paid, sometimes with the same suppliers. Estimated spend was £9.2 million a year across all interpretation and translation services, with an average variance of 22%.The Professional Services Team reviewed existing arrangements, and recommended the use of the Department of Work and Pensions framework for telephone interpretation. The framework started in August 2006 for three years, and was further extended to 10 May 2011

Trusts benefited from cheaper rates, compliant procurement, a standard quality of service and immediate availability 24 hours a day. A further framework has now been let by the Department of Work and Pensions, let on 11 May 2011 for the period to 10 May 2015.

Supplier

thebigword

Benefits

Savings from the original framework are currently £1,575,000. Trusts can make additional savings of 20 to 30 per cent through thebigword who have retained the contract but with significantly reduced costs. Language Line are no longer a contracted supplier and trusts should switch to thebigword.

Trusts can make further savings by moving from face-to-face interpretation to telephone interpretation.

Other benefits are

Ensuring interpreters have the correct skills, qualifications, training and insurance
Improving quality of service
Providing one contact to manage the commercial relationship with suppliers
Running one procurement for London
Knowing in advance of changes (for example trust demand, product or supplier changes)
Managing suppliers better across London

Further information

Further information on the framework including prices is available. Use the link or click on the page in the list on the left called "Interpretation and translation." To access this you must be an NHS staff member and have a password to log in to the secure area of the website. Contact lpp.comms@nhs.net for more details.

Contact us

Lena Boghossian, Senior category manager, professional services
lena.boghossian@lpp.nhs.uk 020 7961 0765