How Somerset NHS Foundation Trust Moved to 75% Remote Interpreting With Word360
Somerset NHS Foundation Trust wanted to move away from costly face-to-face interpreting and towards a digital-first approach. By introducing Wordskii on Wheels devices across 26 departments, including Maternity and the Emergency Department, the Trust improved access to interpreters, cut costs and delivered faster, more sustainable patient care.
Lower Travel Costs, Faster Access, More Remote Care
75%
Remote interpreting delivery in 2024-25
up from 49% in 2023-24
261%
Increase in video interpreting use
since the contract began in 2020
£23,000+
Saved in 3 months through reduced travel
and on-demand efficiencies
31%
Reduction in travel charges
supporting NHS England’s Net Zero by 2040 goal
Why the Trust Needed a Digital-First Approach
Somerset NHS Foundation Trust was spending heavily on face-to-face interpreting, with staff defaulting to in-person bookings even when they weren’t essential. Critical areas such as the Emergency Department and Maternity needed instant access to an interpreter, and rare language requests were hard to meet. The Trust also needed to align with NHS England’s digital-first strategy.
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High spend on face-to-face interpreting
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Staff defaulting to in-person bookings
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Instant interpreter access needed in ED and Maternity
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Difficulty meeting rare language requests
- Alignment needed with NHS England’s digital-first strategy
Wordskii on Wheels, Backed by a Digital-First Policy
Word360 introduced Wordskii on Wheels devices across 26 departments, including Maternity and the Emergency Department, giving staff instant access to professional interpreters by video. We also supported the Trust in writing a new digital-first interpreting policy, embedded best practice models to encourage adoption across departments, and provided staff training and continuous engagement so teams felt confident using remote interpreting.
Wordskii on Wheels Devices | 26 Departments | Digital-First Interpreting Policy |
Best Practice Models | Staff Training and Engagement
From 49% to 75% Remote Delivery in a Year
30%
Video Interpreting 2024-25)
up from 19% in (2023-24)
75%
Remote Interpreting (2024-25)
up from 49% in 2023-24
"Having the interpreter on video on an iPad right in front of us feels more transparent, honest and respectful for patients. It has shortened the time taken to triage patients, and improved accuracy. We couldn’t live without it now!"
The shift places Somerset at the forefront of digital-first adoption in the NHS, with remote delivery up 26 percentage points in a single year and travel charges down 31%.