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. 

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