Black Country Healthcare NHS Foundation Trust Case Study

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. 

 

The challenge 

Black Country Healthcare NHS Foundation Trust needed a language services partner who was able to deliver:

  • A fully managed service capable of handling their extensive requirements 
  • Guidance on maintaining best practice and accessibility across communities
  • Support for the national Deaf Children and Adolescents Mental Health Services (Deaf CAMHS) that is managed centrally from BCHFT
  • Provide greater data insight and transparency of how the service is run 
  • 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.

Benefits at a glance

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99.9% Fulfillment

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Minimum of 4.9% over-delivery on all measurables

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965 BSL requests handled in two years

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Wordskii technology delivering consistent time and cost efficiencies

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More than 500 bookings per month in 67 different languages

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Handling sensitive services such as mental health

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99.9% fulfillment of requirement to the Deaf CAMHS

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Regular provision for rare languages

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Savings of 27% over the lifetime of the contract

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99.8% very good/outstanding feedback from patients and staff

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Digital upskilling of all staff through continuous training

How Word360 helped

Under our agreement with the Black Country Healthcare NHS Foundation Trust, we provide turnkey language and communication support through: 

  • Face-to-face interpreting 
  • Telephone interpreting (on-demand and pre-booked)
  • Video interpreting (on-demand and pre-booked)
  • Non-spoken communication (e.g. British Sign Language)
  • Document translation and transcription
  • Ancillary services such as braille, large print, and easy read 


Our fully managed service agreement with the Trust began in 2018, and was extended with the merger of Dudley and Walsall NHS Foundation Trust and Black Country Healthcare. 

Since 2018, we have been the sole provider for language and accessibility services and work hard alongside the trust to ensure that all their service users have access to the services they need, while carrying over our CSR mantra to help maintain their tight links with the local community. 

Word360 manages approximately 550 bookings per month in 67 different requested languages, including British Sign Language which has been the third highest used among our services across the Trust, with 965 requests in the last two years. 

Additionally, our services have been made available via our proprietary, integrated booking and management platform, Wordskii, offering maximum usability and visibility. 

The results

voiceActivated

99.9%

Face-to-face Interpreting contracted requirements of 95%. Actual Performance of 99.9%. 

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99.9%

Telephone Interpreting (On-demand and pre-booked) contracted requirements of 95%. Actual Performance of 99.9%. 

voiceActivated

100%

Video Interpreting (On-demand and pre-booked) contracted requirements of 95%. Actual Performance of 100%. 

voiceActivated

100%

Non-Spoken Language Services contracted requirements of 95%. Actual Performance of 100%. 

voiceActivated

100%

Translation and Transcription Services contracted requirements of 95%. Actual Performance of 100%. 

 

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

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