Half of UK emergency service workers say language barriers have made emergency situations more dangerous

Emergency service workers are losing more than a working week of time each year overcoming language barriers, according to new research commissioned by Pocketalk. 

On average, workers spend around an hour (53 minutes) each week facing and overcoming communication barriers because current support isn’t readily available or quick. This adds up to more than half a day (3.8 hours) a month which equates to more than a working week (45.8 hours) annually.

According to 2021 census data, 1,040,000 adults in England and Wales reported that they cannot speak English well or at all; something that can exacerbate already difficult, urgent, confusing and sometimes life-threatening emergency situations. 

The research, conducted with 500 emergency service workers, including police, paramedic, firefighting and other emergency personnel, highlights the significant impact the diverse range of languages in the UK are having on communication in emergency healthcare situations. It also highlights the effect on workers’ ability to deliver effective and timely care.

Over half (53%) of respondents reported that language barriers have caused issues in emergency situations, with 52% stating these barriers prevented them from performing their duties or delivering necessary care. Nearly half (47%) said language barriers have made situations more dangerous.

The issue is so prevalent that nearly a fifth (17%) of emergency services workers in the UK encounter language challenges daily, while 20% of respondents encounter language issues most weeks. 

To tackle these critical language barriers, the research found that most emergency service workers (75%) rely on human translators, which can be time-consuming, costly and not always readily available. Additionally, two-thirds (65%) depend on patients' family and friends, which can compromise accuracy and confidentiality. Furthermore, 57% resort to Google Translate, which doesn’t always cover minority languages and isn’t GDPR compliant and 55% turn to bilingual colleagues or staff, which again isn’t always accessible.

The concerning findings follow the recent King’s Speech where the new Labour government's priorities for the months ahead were announced, which included a pledge to improve the National Health Service as a service for all with an ambition to reduce waiting times.

Jess O’Dwyer, Pocketalk’s General Manager for Europe, says: "In a public health context, every conversation is too important to miss, and in an emergency situation a patient’s life can depend on it.

“It’s crucial for everyone in the room to understand what is being discussed and there shouldn’t be barriers that prevent patients from engaging in sensitive and confidential conversations with their doctors.

“These statistics emphasise the critical need for effective and reliable language translation tools in emergency services in the UK. Despite workers’ reliance on a variety of translation methods, including human translators, family members, and non GDPR compliant digital tools, these solutions are often slow to implement, expensive, unable to cover all the diversity of languages required and can have safeguarding issues. 

“We want to see a more holistic approach, where an ecosystem of reliable and efficient translation solutions is available  to ensure that all emergency workers are able to provide individuals with the care they need, swiftly and accurately in emergency and difficult situations."

Pocketalk commissioned the research after working within the Irish healthcare sector to help workers address language barriers, particularly those working in female health departments.