Manchester NHS Trust delivers 50,000 minutes of video interpreting to improve patient access
Manchester University NHS Foundation Trust (MFT) has delivered more than 50,000 minutes of video interpreting since introducing an on-demand service designed to help patients communicate with healthcare professionals, regardless of their language or communication needs.
More than 2,500 interpreting sessions have been completed across 46 languages, with clinicians connecting to qualified interpreters in an average of just 22 seconds. The service is now being rolled out across MFT’s 10 hospitals and community services following a successful three-month pilot delivered in partnership with language services provider Dals.
The initial trial recorded 958 sessions and more than 18,000 minutes of interpreting. Since its extension, a further 33,000 minutes have been delivered, helping clinical teams access interpreters quickly through tablets and desktop computers.
Maternity services have emerged as the biggest users of the technology, particularly at Saint Mary’s Hospital, where staff use mobile tablet stands to connect patients with interpreters during labour, emergency caesarean sections, antenatal assessments and postnatal care. Demand has been especially high outside normal working hours, reflecting the need for immediate communication support in time-critical situations.
Previously, clinicians relied on face-to-face interpreters and telephone services, which could involve waiting times, advance bookings or practical difficulties during emergencies. Video interpreting enables staff to communicate with patients visually, helping interpreters recognise non-verbal cues and respond more effectively to the clinical situation.
The impact has been particularly noticeable for languages that were difficult to source through traditional arrangements. Successful requests for Vietnamese interpreters, for example, have risen from 66% to 100% since the service was introduced. One Vietnamese patient who had experienced a traumatic previous birth was able to understand and participate in her subsequent delivery with professional video interpreting support, prompting gratitude from her family.
The service has also benefited deaf patients. One MFT service user reported that immediate access to a British Sign Language interpreter made the hospital feel considerably more accessible than during previous visits.
Daniel Blackburn, programme manager at MFT’s Interpretation and Translation Service, said the technology had proved especially valuable in maternity care, where babies can arrive at any time and interpreters may be needed at short notice. He added that visual communication provides important advantages over telephone interpreting, particularly when patients are experiencing contractions.
Clare Power, key account manager at Dals, said the partnership was helping clinical teams provide timely, safe communication while reducing delays and the costs associated with missed or postponed appointments.
The rollout supports MFT’s wider commitment to equitable healthcare access and the NHS ambition to use technology to improve patient experience and reduce health inequalities. Dals provides interpreting and translation services in more than 500 languages, supported by a network of over 10,000 interpreters.
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