Interpreting Services – British Sign Language (BSL) and Spoken Language Interpreters
It is the responsibility of NHSGGC staff to provide an interpreter for patients attending any of our healthcare services.
Please note that the provision of interpreters is paid for directly by NHSGGC. There will be no cost to your service.
For more information on this service, go to HR Connect/Interpreting
Booking a British Sign Language Interpreter (BSL)
NHSGGC policy states that we must provide formal interpreting support for all out-patient appointments and at least once a day for an in-patient stay.
This support can be provided via our British Sign Language (BSL) Online interpreting Service – using NHSGGC’s communication support iPads – or by booking a Face to Face interpreter.
The BSL Online interpreting service is available 24 hours a day, 7 days a week. This means that in an unplanned or emergency situation, staff can quickly link up to an interpreter at any time and communicate with their Deaf patient. It can also be used during hospital stays, or to enable Deaf patients to communicate with staff if waiting for a face to face interpreter to arrive.
The BSL Online service can be accessed at a wide range of sites across NHSGGC – for a full list of sites, more information and a short instruction video, click here.
To book a face to face BSL Interpreter, contact the NHSGGC Interpreting Service. Patients may have a preferred interpreter that they would like to use for their appointment. This information should be passed on to the Interpreting Service who will make the booking. Wherever possible you should try to book the person or organisation the patient chooses. However, in an emergency situation it may not always be possible to use the patients preferred choice.
Where possible staff should book interpreters in advance of any appointment. In an emergency, or if you require an interpreter within the next 24 hours, please call the booking centre and explain the circumstances.
NHSGGC Interpreting Service (8.00am until 6.00pm Monday to Friday, 8.00am until 4.00pm Saturday to Sunday)
E-mail: interpretingservice@ggc.scot.nhs.uk
Telephone: 0141 347 8811
Out of Hours Procedures
Please contact the patient’s preferred agency, if provided, or call 0141 347 8811 to be connected to an appropriate service.
You can also access the BSL Online Interpreting Service which is available 24/7.This service allows staff to communicate with Deaf BSL patients while waiting for a face to face interpreter to arrive.
Telephone Interpreting
Telephone interpreting is available 24/7 and can be accessed by calling or using the app.
Please note that the process for accessing telephone interpreting is changing from 1st April 2023
For more information on this service, go to HR Connect/Interpreting
Direct Patient Access Telephone Interpreting
Patients can now access the telephone interpreting service to contact any NHS Greater Glasgow & Clyde service.
For example, patients can use the telephone interpreting service to call from home and make an appointment with their GP, discuss medications with their Pharmacy or book a Maternity appointment.
An information leaflet is available in multiple languages. It explains how to use the service by calling or by using a mobile app and provides patient codes specific to NHSGGC services.
Booking a Face to Face Interpreter
Contact NHSGGC Interpreting Service (8.00am – 6.00pm Monday to Friday, 8.00am – 4.00pm, Saturday to Sunday)
Email: interpretingservice@ggc.scot.nhs.uk
Telephone: 0141 347 8811
Out of Hours Procedures
Call 0141 347 8811 to be connected to the appropriate service.
Additional Resources
- NHSGGC Interpreting, Communication Support & Translation Policy
- How to Access Interpreting Support Wall Chart
- Language identification poster
- Language identification leaflet
- Accessing British Sign Language Support – Staff leaflet
Printed copies of the above are available from equality@ggc.scot.nhs.uk
Alternative Format / Language Text
As a statutory organisation, we are required to provide information in a format which all our service users can understand. This includes providing information in accessible formats such as audio, Braille, large print and community languages.
Every time a new piece of information is produced or an existing one reviewed, it should at the same time be produced in audio CD, words and pictures, Braille, large print, British Sign Language DVD and in our top five spoken languages (review annually).
We must also respond to any individual patient request for information in any accessible format or language of their choice.
A statement has been produced that should be placed in all leaflets. It states the following in English plus the ‘top six’ community languages (currently Polish, Mandarin, Romanian, Arabic, Urdu and Farsi).
‘If you require this information in an accessible format, such as large print or braille, or in a community language, please use the contact details on your patient information leaflet or letter.’
Ordering as an insert
This insert should be included with appointment letters and pre-attendance information posted to the patient, and can be given to patients on attendance at clinics or on admission. It is supported by posters displayed within hospitals and GP surgeries and is also offered on Solus Screens.
The leaflet is available from stock in packs of 100 and can be ordered via the PECOS system or by any method used to order goods from stock (e.g. paper indent). It is available in 2 formats to suit varying distribution methods – as a single sided A5 sheet or as a one-third A4 sheet (compliments slip format) suitable for DL type envelopes.
Order codes are as follows:
- 97106 – Size 1/3 A4 (compliments slip format)
- 97107 – Size A5
Printing the statement within a publication
If you would like to include the statement in your document (as opposed to using an insert), you can use image 1 (portrait) or image 2 (landscape) and adjust to size.
Other formats
This statement is also available in other formats, including words and pictures, audio and British Sign Language.
Producing Accessible Patient Information
NHS Greater Glasgow and Clyde (NHSGGC) produces vast amounts of information, through many routes and in many forms. The task of making all our information accessible, i.e. producing it in various formats (such as large print, audio or braille) and languages, is a very significant challenge.
The purpose of our ‘Clear to All’ Accessible Information Policy is to make sure there is a consistent, accurate and clear approach to providing accessible information to patients and members of the public.
Staff Resources
Step by Step Staff Guide to Producing Accessible Information
Informing Patients of Right to Alternative Format/Language inserts – see Alternative Formats/Languages section above.
Language Identification Card (PDF)
Patient Information
These resources provide the following statement:
‘If you require this information in an accessible format, such as large print or braille, or in a community language, please use the contact details on your patient information leaflet or letter.’
Multi-language version (PDF)
Audio version (MP3)
Words and pictures version – English (PDF)
Words and pictures version – Arabic (PDF)
Words and pictures version – Simplified Chinese (PDF)
Words and pictures version – Polish (PDF)