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Investigate money spent on translation fees and telephone lines in the NHS

“This Association in Conference assembled urges Her Majesty’s Government to look into the amount of money spent on translation fees and telephone lines in the NHS.”

Liverpool Association,

2017

The number of patients needing a translator present at a medical consultation has soared in recent years.  The Express newspaper earlier this year reported “Ridiculous NHS spends £100 million on translation services for 128 languages over a five year period”. Our members feel these are Funds that could be used on vital services elsewhere.

The use of the NHS by those who travel to the country specifically to receive free treatment is estimated to cost between £110 million and £280 million a year.  We as an Association have written to the Government over this issue in the past, under the heading ‘Health Tourism’, and in this case looking at the cost of translators, the issue of both are closely aligned.  Mike Hookham UKIP MEP is quoted as saying “the cost of these services are especially ridiculous when we are giving away £12 billion a year on foreign aid, much of which could be re-directed in the NHS”.

In certain areas of the country there are patients who cannot or may not show willingness to learn English even if they have lived in the country for a long time.  One practice in the heart of Lancashire has estimated that close to three quarters of people live in a household in which English is not the first language, and of these around a quarter, mostly older Asian women, do not speak any English.  Therefore they often bring children as young as seven to translate for them.

We understand that NHS policy actually states that no relative should be used for translation, and that every patient needing help must be provided with it, with the use of either an interpreter, or a translation telephone line.  We also from our research understand that the telephone translation helpline in place, is very expensive, and can make consultations extremely long winded as every exchange has to be repeated, therefore taking twice as long eating up valuable time and resources.

In some cases, where a non-English speaking patient requires an interpreter for a hospital appointment, an interpreter is then of course booked, but sometimes does not even turn up.  One of our Vice Chairman has experienced this first hand, as she works for the NHS in an audiology department.  The appointment then has to be cancelled and rearranged, and of course this can also occur the other way around, where the interpreter arrives but the patient does not, meaning more time and money wasted.
A number of independent commercial companies are currently providing interpreters to the NHS, and are making a great deal of money.  One company in Liverpool we found is charging £90 an hour for translation services.  (As of 2017)

An independent company based in Coventry, called D&M consultants is launching an on line system which it claims could save the NHS significant sums of money on translation fees.  They are launching a software programme called ‘Claire talks’, which they claim will be available for translation purposes and will be able to save the NHS both time and money.

Whatever options there are must be explored, this situation is costing millions to a struggling NHS, with budget cuts and services already very stretched, and we believe this is an issue that requires attention urgently.

Reply from: Holly Casson, Ministerial Correspondence and Public Enquiries
Thank you for your letter to Jeremy Hunt about translation and interpretation services in the NHS, I have been asked to reply.

The NHS serves one of the world’s most diverse countries.  Access to NHS services is based on a patient’s clinical need and not on their ethnicity.  It is important that NHS staff can communicate effectively with people from all cultural and ethnic backgrounds, as well as disabled people who use other means of communication.

Anyone who needs help to communicate with healthcare staff is entitled to receive it.  Legislation is in place, including the Equality Act 2010 and Human Rights Act 1998, and supporting guidance says that organisations should provide such support so that all patients can communicate effectively with doctors and other healthcare staff.

It is the responsibility of the local NHS trust to employ the services of an interpreter with the necessary knowledge and understanding.
I hope this reply is helpful.

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December Update

2020 is a year none of us will forget in a hurry but as it draws to a close we would like to update you with the current situation as far as Head Office is concerned. The office is now closed until after Christmas but Claire, our secretary, is working from home.

It has been a very strange year with no events, no clubs, no getting together. All our events had to be cancelled, and though we are no different to any other organisation it has been such a pity because this is what we are about friendship, education and fun. On the positive side we have worked hard getting out letters to as many members as we could with the help of club officials. They have been brilliant keeping in touch with their members through emails, ‘WhatsApp’ and phone calls they all deserve a star!

With the moving into different tiers it sometimes gets very confusing and loneliness has been talked about a lot on the television and the media but we hope through the clubs this has not affected our members too much. With the hope of a vaccine it might not be too long before we are back and enjoying our club life again and remember after December 21st the days start to get longer and Spring will be around the corner.

Here at Head Office Eleanor retired at the end of September, Eleanor had told us of her plans at the beginning of the year so we had plenty of notice but of course we could not have the retirement party she was entitled to. However, we are hoping she will come to conference next year and we can say farewell properly. We did send flowers on the day and Mary, our treasurer made her a collage of all our good wishes, and it was beautiful.

If you are looking at our website for the first time look at the list of clubs and see if we have one near you, they are friendly places to go to. Most meet once a week with speakers, demonstrations and outings. Each club is different and if there isn’t one in your area, why don’t you start one!  We honestly think our sort of club is just what the women of our country needs right now.  We are a non-political, non-religious and non- sectarian group that offers friendship and interest. Take a look at this website and see what we have to offer.

So Christmas is coming and what a difference to the one we probably envisaged, but remember ladies we might not be able to party as we have in the past but if we keep safe we can celebrate next year with family and friends. 

So on behalf of The Committee to all our members and whoever is looking at this website, we wish you all a Merry Christmas, keep well and let’s look forward to a better New Year.