FUNDING INITIATIVE HIGHLIGHTS TECHNOLOGY’S ROLE IN ADDRESSING LANGUAGE DIVERSITY AND BOOSTING HEALTHCARE EFFICIENCY
 
Funded by the National Institute for Health and Care Research (NIHR), Living Well Partnership, a network of eight GP surgeries in Eastern Southampton, has improved communication with its 5,850 non-English-speaking patients. 
Serving a diverse population of 45,000, representing up to 70 languages, the partnership faced daily communication challenges, even with a telephone-based interpretation service. 
In partnership with its UK healthcare partner SCALE Innovation, Pocketalk was introduced as part of a five-month real-world validation study to evaluate how technology can impact care delivery in primary care triage settings for patients who do not speak English. 
 
Pocketalk, a handheld translation device, detects speech and provides instant, secure, translations in over 85 languages, both audibly and visually, offering a much-needed solution to the communication barriers faced in primary healthcare.
During the study, in five of the eight primary care settings, the device was used 100 times translating 18 different languages. The findings highlighted that the introduction of Pocketalk resulted in more efficient communication or dialogue, saving time compared to using other translation services. The trial also increased patient privacy without the need for a third party to attend and translate during appointments. 
In addition, the Pocketalk strengthened relationships between staff and patients with AI technology enabling seamless conversations, addressing needs more immediately and personally. 
 
Pharmacists also noted that Pocketalk helped improve customer service and workflow efficiency, allowing them to manage queues more effectively.
The study aimed to determine the impact of Pocketalk on care delivery for patients that do not speak English as a first language, in triage settings across five of Living Well Partnership’s surgeries. Patients were given the option of using either the existing telephone interpretation service or the Pocketalk device, with many opting for the latter.
 
Dave Barclay, Managing Partner of the Living Well Partnership said “The challenge of non-English language communication for our staff has been made significantly easier by deploying the Pocketalk into our surgeries. From supporting staff to register patients at front-desk to enabling clear communication in some nursing situations, the Pocketalk has shown to be a valuable addition”
 
Phil Evans, Scale Innovation’s Co-Founder, says: “The trial has shown that introducing technology into the fold, as another source of support, can offer efficiencies in healthcare both in terms of time and cost. Many primary and secondary care settings rely on telephone-based interpretation services, which are the appropriate solution in some cases. “However, they can involve lengthy wait times and limited interpreter availability, particularly for minority languages. These drawbacks can cause extended appointment times and add stress to already time-sensitive consultations. 
“Traditional interpreting can also be very costly, at around 50p-80p per minute for telephone interpreting, and £25-£40 per hour for in-person. The much lower cost of the Pocketalk devices represents a significant potential cost saving for cash-strapped healthcare providers.”
The project was rolled out in three phases. The first was focused on front desk interactions to assist patients without English as a first language, arriving and requiring support for a wide range of needs.
 
In the second phase Pocketalk was trialled in routine nurse consultations, reportedly proving to be particularly useful for simple interactions such as vaccinations or answering patient queries.
And thirdly, the device was used in local pharmacies to enhance customer service and improve patient interactions around prescriptions and health advice. 
Feedback from all three phases resulted in 100% of those who used Pocketalk saying they trust it enough to use it again, 93% agreeing it was easy to use and 83% stating that they would prefer to use Pocketalk rather than a telephone-based system to interpret.
Professor Mike Lewis, Programme Director of NIHR Invention for Innovation says: “As we aim to move healthcare from hospital to community, tools like Pocketalk help ensure equity of access and improve quality of care for all our citizens as we aim to create a fairer Britain. We are pleased to have supported the Pocketalk device in its successful trial within primary care settings. The positive results from the trial highlight its potential to improve patient care, helping to ensure that all individuals, regardless of language, can access the high-quality healthcare they deserve.”
 
Jess O’Dwyer, Pocketalk’s European General Manager, says: “It’s reported that there are around five million people aged three years and over, in the UK, who don’t have English as a main language. As the healthcare sector continues to seek innovative solutions to meet the needs of increasingly diverse patient populations, we are thrilled to be part of a pioneering trial that could overhaul communications in healthcare. 
“In a health context, every conversation is too important to miss, and it’s crucial for everyone in the room to understand what is being discussed. In today’s world, there shouldn’t be barriers that prevent patients from engaging in sensitive and confidential conversations with their doctors.
 
”Equally, while our new government seeks to introduce ways of increasing operational and financial efficiencies in the NHS, Pocketalk can be part of the solution that tackles language challenges, whilst making real cost savings. The one-off purchase cost allows the device to be used again and again, with no further cost implications.”
 
This initiative was made possible through funding from the National Institute for Health and Care Research (NIHR) under its Invention for Innovation Programme.