Word360 has continued its success within the healthcare sector with the recent award of a significant contract renewal with Kent & Medway Mental Health Trust.
As an award-winning language services provider who supports healthcare services across the UK, Word360 uses the latest technology to revolutionise the way service users access language support within the trust.
Enhancing access to mental health services
The first task for the Word360 team was to identify solutions for the pain points that the trust experienced. As Word360 delivers to a number of mental health trusts across the UK, the contract management team are aware of the challenges around fulfilling on-site mental health bookings. Accessing face-to-face support when required is critical to patient experience in mental health environments. Transitioning these particular bookings to remote services was not an option, so the Word360 team got to work.
In the initial phase of service provision, Word360 has already demonstrated its capability by delivering 100% of requested languages through a data-driven local recruitment initiative. Word360 vetted linguists from the local and surrounding areas to ensure fulfilment of face-to-face interpreting bookings in this particular field. Word360 received ‘Excellent’ feedback in the first 12 months of the contract and owe this to its team of linguists who are enhanced DBS checked and experienced in mental health services.
Launching Wordskii Connect
Kent & Medway Mental Health Trust also approached Word360 with the challenges faced by their crisis helpline team when receiving inbound calls from non-English speakers. Arranging an interpreter at short notice can cause delays and confusion. In response to this, Word360 implemented the Wordskii Connect service, an inbound call solution which enables the service user to connect to an interpreter before speaking to the Kent & Medway Crisis team. The aim of the service is to empower service users, reduce miscommunication and drive cost efficiencies. Wordskii Connect supported the helpline staff by reducing administration and miscommunication, as well as improving the service user experience.
Kavita Parmar, Co-Founder and Chief Commercial Officer of Word360, reinforced the company's commitment to supporting mental health services, stating,
“With our sector-specialist pool of linguists, we’ve been able to supply Kent & Medway Mental Health Trust with highly trained local interpreters, ensuring effective communication and equitable access to mental health care for the local community.”
Accessible language services through public sector frameworks
Word360's language services, now more crucial than ever for mental health support, can be accessed through various national frameworks, including NHS SBS, Health Trust Europe, NEP, ESPO, or London LPP. The company's accreditation and approval on these platforms ensure that clients, including mental health trusts, can rely on Word360's expertise for all their language service needs.
As the largest provider of language services in the Midlands and contracts across the UK, Word360 continues to uphold its reputation for excellence, boasting a 100% client retention rate in the public sector. By combining award-winning digital transformation with a steadfast focus on diversity and inclusion, Word360 remains dedicated to delivering turnkey language solutions that make mental health services accessible to all in the most cost-effective and time-sensitive manner.
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