Service User Feedback

We are asking practice staff to feedback on their experiences of using interpreting services within general practice.

Practice staff can feedback their experience via the online survey which closes on 12th April 2024.

Feedback will assist in service improvement, development, and future commissioning of the service.

Service information for practice staff

Interpreting services are available to all patients registered with a GP in Lambeth, Lewisham, or Southwark. If you have a patient who requires an interpreter, then you can book a linguist with our service provider DA Languages Ltd.

Choice of interpreting service used should be determined by the patients’ needs and the patient’s choice. Both should be noted on the patients records in line with NHSE recommendations.

Guidance and information on how to book a linguist can be found below.

Updated GP Resource pack

The GP resource pack has been updated. The pack outlines guidance for all interpreting services, trouble shooting and issues and complaints process. Please share with practice colleagues.

Service user experience

We are currently asking practices and patients to feedback on their experience of the interpreting services provided at GP surgeries across Lambeth, Lewisham, and Southwark.

Practices are asked to share the Practice Survey staff that book or use the service.

Practices are asked to share the patient survey by text message and posters. Please see attached guidance.

On-demand BSL Interpreting

Practices can now access a BSL interpreter without booking in advance by using the new video platform.

InterpretersLive can be accessed via a web browser or by downloading the app. Please ensure that you have reviewed the guidance.

To book a face-to-face interpreter please use the DAL portal.

Services available

The following interpreting services are available:

On demand (no booking required)

  • Telephone interpreting
  • On demand video interpreting (spoken languages)
  • On demand video interpreting (British Sign Language -BSL)

Pre-bookable

  • Video interpreting (pre-bookable)
  • Face-to-Face (pre-bookable)
  • Translation

As you are aware, we are still in a pandemic, therefore face-to-face interpreting should only be used where absolutely necessary and be determined by a clinician based on the patient’s clinical needs.

Practice resources and guides

How to guides

Telephone interpreting

Video interpreting for spoken languages

BSL Video interpreting for non-spoken languages (British Sign language)

Face to face interpreting

Translation

NHS guidance

It is recommended that information on how a patient can access an interpreter is also made available on GP practice websites for patients to access.

NHS England guidance for the commissioning of interpreting services for primary care highlights principles of best practice for both commissioners and primary care providers. The guidance should be reviewed by all GP practices.

Key contacts

For any questions, queries or for more information please email DA Languages direct on Oana.lazar@dalanguages.co.uk and cc in NHS SEL ICB service lead Yvonne Davies (Yvonne.davies@selondonics.nhs.uk). Alternatively, please contact your borough based lead:

Lambeth Janita Patel janita.patel@selondonics.nhs.uk
Lewisham Yvonne Davies yvonne.davies@selondonics.nhs.uk
Southwark Sarah Cofie sarah.cofie@selondonics.nhs.uk

Comments and complaints

If you have any feedback about the interpreting service, please email yvonne.davies@selondonics.nhs.uk or feedback@dalanguages.co.uk

If a patient has a complaint about the interpreting service, they can report it via their GP practice or email SEL ICB complaints team. This is in accordance with NHS regulations and guidance for managements and complaints.

South East London Integrated Care System

Visit ICS Website

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