Taunton & Somerset NHS Trust

Centred around the Musgrove Park Hospital in Taunton, the Taunton and Somerset NHS Foundation Trust serves a population of over 350,000.

The Challenge

Musgrove Park Hospital has predominantly served English speaking patients but changes in diversity within the community has meant a larger requirement for language support to enable non-English speaking service users easier access to public services.

The Trust already boasts advanced patient care systems and places a high precedence on patient communication and care.  In looking for a service provider The Trust was looking for a language service provider who:

  • shared the lead on advanced technology with experience and resource to deliver their interpreting and translation services.
  • offered cost effective solutions that considered the rural location of the hospital
  • had access to a multitude of languages given the constantly changing local demographic
  • provided assurance of policies and procedures in line with the regulatory and legislative requirements
  • delivered services in line with industry standards
  • only offered vetted and qualified interpreters and translators with strict recruitment protocols

Case Study Highlights

  • Fully managed service
  • Delivery of all language services through a single unified online management system
  • Face to face interpreting
  • Telephone and video interpreting
  • Medical document translation

The Solution

Our managed service offered access to our complete language services package.  This give Taunton and Somerset NHS Foundation Trust and its staff the complete flexibility to access language support through a number of different mediums with an overarching online management system that delivered instant booking and reporting facilities across all services.

Translation

We removed the stress of delivering the documentation on time by offering fast, large volume translations with very short turnaround times to ensure the Trust could comfortably meet their deadlines.

With additional services including design and typesetting of all language content, the Trust benefit from high quality translation with minimal requirement of input.

Face to Face Interpreting

With over 5000 qualified, experienced linguists on our team, finding the right interpreters to deliver face to face interpreting to Musgrove Park Hospital was an effortless task.

The Word360 Language School trains and recruits the very best interpreters around the country ensuring that quality of our interpreting service is unsurpassed.  All interpreters undergo a strict 5 stage recruitment process after which they are required to attend an induction seminar.

Telephone Interpreting

Our telephone interpreting service has enabled the Musgrove Park Hospital team to speak to their client at any time with the assistance of our Arabic interpreter to assist during the call.

As our telephone service is available 24hours a day, 7 days a week, they also had the confidence that they could access emergency language support at any time; an essential requirement for A&E and urgent services.

British Sign Language interpreters

The BSL community is a tight knit group who know one another socially.  Deaf or hard of hearing patients often prefer to use interpreters with whom they feel confident and secure.  With our national network of BSL interpreters, we already had a network of interpreters working in the area with established relationships within the BSL community which allowed us to deliver this service with confidence.

Bespoke Service Management System

Word360 use a unique service management system that has been developed with the public sector in mind.  The system enables our clients to manage all of their language services from a single platform.  This includes telephone, video and translation services as well as their face to face interpreting requests.

The system can be used by 10- 10,000 users offering complete flexibility and adaptability

It also offers bespoke reporting in real time for better budgeting control and usage analysis

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