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Royal Preston NHS Hospital
Case Study

Royal Preston NHS Hospital

Royal Preston NHS Hospital
Highlights
  • Same day interpreter bookings confirmed within minutes
  • Automated, user friendly interpreter booking process
  • Pre-configures processes to ensure fast and secure booking system
  • Expert linguists available on-site within hours

The Client

Serving over 1.5 million people across Lancashire and South Cumbria, the Royal Preston Hospital provides a broad range of elective and specialist healthcare services. From major trauma to neurosurgery, children’s services to elderly care, the life changing and life saving work the hospital is involved in is delivered with an overarching focus on care, excellence and compassion. Treating every patient with kindness, dignity and respect is so important that Royal Preston ensures they work with organisations which share their core values.

The Challenge

Royal Preston support a broad cross section of society, the hospital cares for individuals from many backgrounds. When supporting patients through often daunting procedures, communication is vital and cannot be impacted by language barriers.

The need for effective language support grows when working with limited or non-English speaking patients, so the hospital felt it needed to find a trusted Language Service Provider to meet their growing requirements. Previously they were faced with a complicated booking system involving a long and cumbersome form that required many fields to be completed; this resulted in longer lead times for them to place their bookings and prompted the hospital to review alternative solutions.

With a commitment to patient care Royal Preston embraced a relationship with another organisation that shared its core values. Working collaboratively with thebigword they have been able to find and utilise an advanced booking system that tailors for their specific needs.

The Solution

With a wealth of experience of successfully delivering language solutions with the NHS, thebigword immediately addressed the Hospital’s needs. With their industry leading technology platform, the Interpreting Management System (IMS) delivered the booking form that was configured and tailored to the needs of Royal Preston.

Once implemented, the IMS soon produced a return. Through tailored forms with many details pre-populated to avoid duplication and customise processes, the bookings for face-to-face interpreters became quick and effective.

In addition, the ability to pre-configure the exact requirements of the Hospital’s unique interpreter needs, provided assurances that every interpreter met the pre-determined criteria, such as qualifications and security clearances for the delivery of a quality service.

Whilst the nature of medical treatment means that forecasting language demand is often difficult, the responsive nature of thebigword IMS offers an invaluable solution – a benefit which was highlighted at the start of the collaboration.

When language support for an emergency procedure was requested for the same day at 8:13 am, thebigword team ensured the booking was confirmed in just four minutes and an interpreter on-site within hours.

The speed of solution, coupled with ease of use and guarantee of quality has seen a strong relationship develop between Royal Preston and thebigword. With fulfilment rates of almost 100% consistency delivered, it’s a partnership which is making a real difference to operational effectiveness and most importantly to people’s lives.

"Thank you for sorting our requirements so quickly and without pain"

“Since we started using thebigword, it has become far easier to book an interpreter. I used to dread making a booking, but your superb team and expertise ensures everything is sorted”

Karen Powell – Respiratory Medicine, Royal Preston Hospital

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