Who is Black Country Healthcare NHS Foundation Trust (BCHFT)?
Formed in April 2020 out of a merger between the Black Country Partnership NHS Foundation Trust and Dudley and Walsall Mental Health Partnership NHS Trust, the Black Country Healthcare NHS Foundation Trust combines resources, strategies, and talent to provide exceptional services across the Black Country.
Word360 had previously provided services to the Dudley and Walsall Mental Health Partnership NHS Trust [hyperlink text to relevant case study], and our strong relationship and high quality of service meant the newly formed trust was keen to maintain us as a provider.
The Black Country Healthcare NHS Foundation Trust now provides adult and older adult mental health services, specialist learning disability services, mental health services for children and young people, and community healthcare services for children, young people, and families in Dudley and the wider Black Country area.
BCHFT needed a language services partner who was able to deliver:
- A fully managed service capable of handling their extensive requirements
- Deliver services in a mental health setting
- Support for the national Deaf Children and Adolescents Mental Health Services (Deaf CAMHS) that is managed centrally from BCHFT
- Provide greater data insight and service transparency
- Drive cost efficiencies through technology
The Trust needed to provide accessibility to all of its service users across areas such as cognitive behavioural therapy, behavioural work, EMDR, systemic family therapy, play therapy, and occupational therapies.
Since 2018, Word360 has been integral in enabling the Black Country Healthcare NHS Foundation Trust to tackle health inequalities and ensure patients are fully supported in understanding clinical professionals and medical documentation in their own language.
All professional interpreters supplied by Word360 have enhanced DBS checks as standard and a minimum of 3 years’ experience working within the NHS, in order to maintain quality assurance.
Through a thorough service review, we created a road map that would result in behavioural change among NHS staff and drive cost efficiencies through new processes and a better understanding of how interpreting and translation services can result in improved patient outcomes.
Within the first 12 months, we helped the Trust realise cost savings of over £35,000 through initiatives that included:
- Greater staff advocacy of interpreting and translation services
- Reducing the number of patient cancellations
- Reducing erroneous bookings due to poor administration processes
- Adopting new technologies such as telephone and video interpreting
Full accountability and transparency of our service allowed contract managers to retain complete oversight and audit capabilities of the service through real-time reports within Wordskii.
We have consistently over-performed on all of the set KPIs, offering at least a 4.9% increase in service and success rates of 99.9-100% on all measurables. This means an impressive return on investment for the client and a completely accessible service for all of its service users.
Throughout the COVID-19 pandemic, we have also worked in tandem with the trust to upskill their staff for the use of remote video and telephone interpreting. This equips them not only for this health crisis but also lays the foundations for future coping mechanisms.
Feedback from the client
“Our contract has been handled with professionalism and such excellent attention to detail that we have seen our services transformed. Staff are confident in supporting their non-English speaking patients and the Wordskii technology has been a game-changer for us, allowing us to realise cost efficiencies whilst increasing quality.” Paul Singh Contract Manager