Peterborough and Stamford NHS Foundation Trust case study

Managing increasing demand for Lithuanian interpreters

Peterborough City Hospital forms part of Peterborough and Stamford NHS Foundation Trust and is one of the country’s newest and most modern healthcare facilities.

The Trust’s strategy is “to be a major healthcare provider in eastern England that is best for patients and great to work for’’.

The Trust offers a wide range of general services from Peterborough City Hospital and its hospital in Stamford. Its caring and professional staff provide high-quality patient care to the people of Greater Peterborough, Stamford and beyond into Cambridgeshire, Lincolnshire, Leicestershire, Northamptonshire, Nottinghamshire and more.

Working with Capita TI

Capita TI had been providing services to Peterborough and Stamford NHS Foundation Trust since July 2011. Following a procurement process, Capita began providing a translation and interpreting service for Peterborough and Stamford NHS Foundation Trust including:

  • Face to face and telephone interpreting
  • Translation and proofreading
  • British Sign Language (BSL)

How Capita TI helped

Capita TI has extensive experience of working in partnership with NHS trusts in order to achieve excellent customer focused results. The service we have provided Peterborough and Stamford NHS Foundation Trust is highly responsive, flexible and tailored to their specific needs.

We work with highly experienced, qualified, fully vetted and compassionate translators and interpreters and all are Disclosure and Barring Service checked.

Benefits of working with Capita TI

The benefits of the translation and interpreting service we provide for Peterborough and Stamford NHS Foundation trust includes:

  • The provision of translators and interpreters across a range of languages in an ethnically diverse area
  • Interpreters are qualified and fully vetted
  • A highly responsive service with a dedicated site based Lithuanian interpreter who can be there within 15 minutes in an emergency
  • Our interpreters assist in bridging cultural barriers
  • Highly cost effective

Service delivery

Whenever possible, if required, and to ensure consistency we allocate the same interpreter to attend a number of appointments for the same non-English speaking patient. We are also able to provide specific gender and ‘out of area’ interpreters.

Our dedicated local Relationship Manager (RM), based in the region, provides updates for the trust regarding booking requests. We also issue monthly management information (MI) and handle ad-hoc MI requirements such as Freedom of Information requests.

We hold quarterly management reviews in order to discuss overall satisfaction of the service and continuous improvement. This approach ensures any issues are dealt with quickly, appropriately and effectively.

In January 2013, during a quarterly management review meeting, Assistant Director of Nursing, Lesley Crosby informed Capita TI of a significant increase in demand for Lithuanian interpreters at Peterborough City Hospital.

In order to address the situation, Capita TI provided a site based Lithuanian interpreter who is available from Monday to Friday every week. This has improved the patient experience and increased cost effectiveness.

“Due to an increase in Lithuanian speakers within our local communities, Capita Translation and Interpreting provided us with a site based interpreter, to enable the hospital to effectively meet the demands of Lithuanian-speaking patients in a timely fashion’’.

Lesley Crosby, Assistant Director of Care Quality (Patient Experience)