DWMHT

Delivering high quality interpreting and translation services in Mental Health settings

DWMHT


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  • June 12, 2020
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The Challenge

Dudley and Walsall Mental Health Partnership approached Word360 when they required the complete provision of language services from a new provider.

They needed linguists that would not only understand the nature of their appointments but would be experienced enough in this field to be able to deliver a premium service.

They were also experiencing issues with coverage for their Face to Face Interpreting bookings.

The Solution

Face to Face Interpreting

With a linguist base of over 5,000 qualified, experienced interpreters, refining a base of interpreters with mental health experience was a very simple task.

Our integrations into the local community meant that we have managed to meet a 99.9% coverage rate from day one, eliminating the previous coverage issues that the Trust was facing.

The Word360 Language School trains and recruits the very best interpreters around the country ensuring that quality of our interpreting service is unsurpassed. All interpreters undergo a strict 5 stage recruitment process after which they are required to attend an induction seminar.

Telephone Interpreting

Our telephone interpreting services provided the Trust with an instant solution to their communication requirements.

As our telephone service is available 24 hours a day, 7 days a week, they also had the confidence that they could access emergency language support at any time.

We also introduced a scheme to call patients using our telephone interpreting service before an appointment, to check if they would still be attending. This scheme reduced the number of cancellations significantly, saving the Trust an exponential amount.

British Sign Language interpreters

Our experience shows us that the BSL community is a tight knit group. Patients that require a BSL interpreter prefer to use one that they already know and trust.

As we already have an existing network of BSL interpreters across the UK, our local partners have already built trust within the deaf communities of Dudley and Walsall

Bespoke Service Management System

Word360 use a unique service management system that has been developed with the public sector in mind. The system enables our clients to manage all of their language services from a single platform. This includes telephone, video and translation services as well as their face to face interpreting requests.

The system can be used by 10 – 10,000 users, offering complete flexibility and adaptability. It also offers bespoke reporting in real time for better budgeting control and usage analysis.

 

Training

We have delivered training to the front-line teams at the Trust across three different sites.

With a dedicated Word360 Training Academy and Language School, we had the vast experience to train the front-line teams over at Walsall Manor.

The aims of these training sessions were to educate the front-line teams and arm them with the correct information to feel empowered to make informed decisions.

We have delivered training to the front-line teams at the Trust across three different sites.

With a dedicated Word360 Training Academy and Language School, we had the vast experience to train the front-line teams over at Walsall Manor.

The aims of these training sessions were to educate the front-line teams and arm them with the correct information to feel empowered to make informed decisions.

Case Study Details

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author

John SmithCEO & Founder - Okler