Colleague who has improved patient experience with fantastic translation technology recognised with award
A colleague whose innovative thinking has led to the delivery of groundbreaking new technology, which is improving patient experience and reducing appointment cancellations for patients whose first language is not English, has been recognised with the Chief Executive's latest Making a Difference Award.
Nicola Wigley, Facilities Manager, has been instrumental in the implementation of Language Line, a piece of equipment that allows for 240 languages to be translated at the touch of button.
The Trust has introduced the pioneering new machines, which are provided by the company LanguageLine, to offer immediate translation using real life interpreters, offering enhanced patient care and experience for patients using hospital services 24 hours a day.
Despite translation tools already being in place at our hospital sites, unavoidable delays for both patients and translators saw an increased number of appointment cancellations which prompted Nicola to look at new ways to offer patient-centred language and translating services.
Nicola said: "We are a busy hospital and people can often get delayed, whether that’s the interpreter or the patients, but when that happens sometimes the appointment cannot go ahead which is really frustrating for our patients and has an impact on our waiting lists and patient satisfaction.
"Using this allows us to be responsive without having to reschedule an appointment if there is no translator available. By utilising this new equipment we can ensure we continue to deliver care to patients who speak an alternative language who arrive as an emergency."
The roll out began with a trial in the emergency, antenatal and endoscopy departments following data which suggested those departments used translation services regularly and also high numbers of cancelled appointments. The response was 'phenomenal' with positive feedback from both patients and staff about the difference it made to patient experience and running services more efficiently, leading to more than 20 more machines ordered for use across the Trust.
Nicola said: "It means that if an interpreter has been booked for a patient and they are unable to get here, the patient is still able to have the appointment and get all of the information they need using the readily available translator. If a department has one of the machines they can choose to use it instead of booking a translator to avoid any cancellations.
"Even very early results are showing that the number of cancelled appointments have reduced."
Such was the impact of Nicola's work, that she was recognised with a Monthly Making a Difference Award which she was presented with by Stephen Posey, the Trust's Chief Executive at UHDB, who said the technology has supported our services to become more efficient.
He said: "This technology will fundamentally improve the experience our patients have under our care, support better inclusivity, and help us to address known health inequalities in our communities.
"Nicola's leadership and innovative thinking in driving this improvement really demonstrates our Trust values, and her commitment has undoubtedly improved the quality of our services, improved efficiency and saved money that we can reinvest into frontline care. Well done Nicola."
Nicola said she was delighted to receive the award and is proud to have made a difference to patients who use our hospitals.
She said: "I am really proud of the good this technology has already done. For me the biggest benefit is that it allows for equity and equality for all patients who come through the doors of our hospitals so they can all be treated the same."
The technology offers audio and video calls with a live translator, takes 60 seconds to connect the call and is available at any time of day or night.
Would you like to nominate a colleague for a Monthly Making a Difference Award?
If you would like to nominate a colleague or team for a Monthly Making a Difference Award, please let us know.
Our Monthly Making a Difference Awards celebrate those who have shown exceptional care and who have delivered improvements across safety, quality, effectiveness and patient experience and demonstrated the Trust values of Compassion, Openness and Excellence.
The Patient Hero Award is nominated by patients. You can nominate by sending a 300 word nomination, along with the name of the team or individual, their job title and where they work, to: uhdb.employeeawards@nhs.net