• It was very participatory. It was a great way of sharing and learning.

    Feedback on interpreting project
  • It was very participatory. It was a great way of sharing and learning.

    Feedback on interpreting project
  • [The learning events] helped me to think further ahead on quality when reviewing a contract. The need to get quality feedback from patients and staff to find out ‘is it working?’ ‘Is it effective?’ as this is something perhaps commissioners have not looked at.

    Sofia Jabeer, West Midlands Ambulance Service, feedback on interpreting project
  • Liverpool Community Health NHS Trust had participated in the Merseyside learning events in December 2013.  They applied some of the learning from these events when looking to re-commission the interpreting services.  Below Frank Davidson, Equality and Diversity Advisor for the Trust describes what took place

    Liverpool Community Health recently held a mini-competition to decide on the most appropriate supplier to meet its large demand for face-to-face interpreters. The training provided by Wendy Lillie and Jabeer Butt helped us to clarify exactly what we needed and what we should be asking of potential suppliers.

    The training showed us that we should be expecting more from the suppliers; we (the NHS) should have greater expectations and demand more. We wanted to improve the quality of the serviced which was provided to our patients. This could be done by getting feedback from clinicians and patients i.e. those who use the service.

    We asked potential suppliers to consider innovative ways of collecting feedback from users. This was an approach which some hadn’t given much thought to but some had interesting ideas and said they would be happy to work with us to develop bespoke strategies. We also asked how they already or intended to work/engage with local community groups. Again, this was something that most did not do prioritise.

    We also asked how much their interpreters were paid which would give an indication of how much they invested in their interpreters. Similarly we asked what training/development opportunities they offered their interpreters. It became apparent that they shared many interpreters so as training could benefit another company it was not seen as a priority.

    Overall the training from Wendy helped us focus on what we really needed and to be more assertive/demanding towards the interpreting company – knowing how they operated helped us approach them with more confidence.

    Feedback on commissioning interpreting services training: Embedding the learning