Feedback from patients helps improve local GP interpreting

A new provider will be delivering GP interpreting services across North Central London from June 2025. Last summer, we worked with community groups and other local Healthwatch across the region to engage residents about interpreting services in primary care. We shared our report with decision-makers at the Integrated Care Board (ICB) to help inform their thinking about the new service. They have now responded to our observations and recommendations. 

Examples of the improvements being introduced:

• Where necessary, practices will be encouraged to do more to let patients know that interpreting is available
• It will be easier for patients and practices to give feedback about the service
• Interpreting will be available for all types of interaction within the practice (In fact, it was previously, but practices didn't always make it available outside of GP appointments. New guidance and training will remind practices to use interpreting to support a wider range of interactions, for example, giving test results and phone triage.)

To give some insight into the main issues patients face when using interpreting services, here's the list of our recommendations, along with the response from commissioners to each (in italics and paraphrased). 
 

1. Let patients know that interpreting is available

Patients with limited English often don’t realise help is available. Practice staff, especially reception staff, should offer interpreting, not wait for patients to ask. Where this is not happening, training should be provided covering the interpreting service, how to access it, and why it’s important to offer it.    

The ICB is using the opportunity presented by the change of provider to create clear guidance (a standard operating procedure) for GP practices about when and how to use interpreting services, including the legal reasons behind it. The new provider will offer both online and in-person training for all staff before the service starts. Practices will also get easy-to-follow videos and "how-to" guides.

2. Record language needs when patients register

GP practices must record language support needs when a patient first registers. If a patient struggles to explain their need, an interpreter should be used during registration.

This will be part of the new guidance. Practices are also being reminded to use the digital coding system (Digital Flag) to record this information properly.

 3. Improve the quality and consistency of interpreting

There are differences in interpreting quality. This can affect patient care, especially for those already facing health inequalities. Interpreting services need better monitoring. Community organisations and patients should be part of this and supported to contribute.   

The new provider must monitor feedback as part of their contract. The feedback mechanisms will be easier for patients and practices to use. There will be a complaints email address for users. Patients will also be asked to give feedback right after using an interpreter using a simple "smiley face" system. The ICB will also welcome feedback on the service from community groups and Healthwatch.

4. Make sure phone interpreting is always available.

Some GP practices don’t offer phone-based interpreting, which means not all patients get the same help. All practices should be trained and supported to offer this service.

All practices can access telephone interpreting. As we move to the new provider, the ICB will remind them of this and how to use the service. They will monitor which practices are using it and follow up with those who aren’t.

5. Interpreting should be available for more than just appointments

Patients need interpreters not only during appointments but also for phone triage and when they receive test results. Without this, they may not get the care they need.

The new contract, as previously, allows interpreting for all patient interactions, not just appointments. This is included in the guidance and will be part of staff training.

6. Minimise disruption when calls are dropped

If a phone call is lost and a new interpreter joins, it wastes time bringing the new interpreter up to speed with the conversation. It would help if practices could ask for the same interpreter again.

Interpreters will now have unique ID numbers. Practices can ask for the same interpreter by using this number. Staff will learn how to do this during training. Patients can also request a male or female interpreter.

7. Video interpreting should include digital support

If video interpreting is used, patients who aren’t confident using digital tools should get help so they can access the service.

Practices should tailor the interpreting offer to suit what works best for the patient.