Who we talked to and how Thanks to

Who we talked to and how Thanks to all the people who helped the review People • • • Online and paper survey Translated posters, surveys and website Going to community groups Our patient groups Messages on Twitter GP Practices • Online and paper surveys • Meetings with staff • Emails, newsletters, going to GP practices Other Services • Online surveys • Sending information • Going to health promotion clinics and talking to staff Other Groups • Sending information and giving presentations • Sending emails • Sharing messages with other groups and organisations 3

What we heard • Patients and GP practice staff are happy with the service. • Help for people using British Sign Language – BSL is not the same as other languages. Deaf people sometimes wait too long. • It is different and not as good if you need help on the same day, or can’t wait, or can’t book. • More people use telephone interpreters than other ways. • People who use face to face interpreters say this is very good. • People would try video interpreters, if the links and screens worked OK. • Problems with telephone interpreters are because of bad sound and bad connections. • Not all people know that they can have an interpreter at GP practices. • GP practices where they see the same interpreter a lot or always know and trust their interpreter and want this service to continue. 4

What happens now? • Interpreting and translation services stay the same. • The same interpreters work with our GP practices. • There will be telephone and face to face interpreters.

What happens next? • We will think about what we heard. • We will make small changes to make services better for Deaf people who use BSL. • We will share the long report about the review. • NHS staff will explain what new Interpreting and Translation services could look like. • We will ask people what they think about new services. 6