Freedom of information requests

Details of translation services, types of leaflets, main languages, cost and use of third parties

Questions

1. Does the trust work with translation services that translate healthcare information communications, e.g. leaflets, letters, posters etc?
2. How many healthcare information leaflets/communications did the trust produce and print in FYE 2024?
3. How many of these were translated in multiple languages?
4. Which languages does the trust normally translate healthcare information communications into?
5. How are healthcare information communications delivered to patients that are visually impaired?
6. What did the trust spend on translation services for healthcare communications in FYE 2024?
7. What did the trust spend on printing of healthcare communications in FYE 2024?
8. Please provide the name of the person responsible for managing the creation of healthcare information communications.
9. Does the trust offer in-hospital way-finding or signage in any language other than English?

Response

1. Yes

2. Patient Information Leaflets at UHB are issued by two different systems; an electronic database called PAID issues leaflets to desktop printers and the Trust print room produces pre-printed leaflets in bulk.

   
   During FYE 2024 the electronic PAID database issued 109,808 leaflets.

    

   The Print room are unable to give an accurate figure as their reporting system does not give information on quantities.  Estimate would be between 200-300k leaflets were printed.
   

3. 5 departments reached out to translate information into multiple languages, with 3 departments going ahead with their projects.

4. In 2023 there were 88 languages accessed in total for interpreting or translation services. Often when areas require written translation of information, they do so for the top 10 languages, which are;

   1. Urdu
   2. Romanian
   3. Arabic
   4. Bengali
   5. Punjabi
   6. Somali
   7. Polish
   8. Pashto
   9. Cantonese
   10. Tigrigna

    

5. Braille as an option, Accessible Information options available

6. A response to this question has been requested.

   If you require a response to this question, please can you confirm this by the 31 May 2024 by responding to this email (FOI@uhb.nhs.uk).

   If I do not hear from you, I will assume that you no longer require the information, and your request will be closed.

7. A response to this question has been requested.

   If you require a response to this question, please can you confirm this by the 31 May 2024 by responding to this email (FOI@uhb.nhs.uk).

   If I do not hear from you, I will assume that you no longer require the information, and your request will be closed.

8. Fiona Alexander is the responsible Director for the service.

    

   The is no one person responsible for the creation of the information as it is created by clinical leads across the Trust and submitted to an admin team for upload and printing.
   

   Staff email addresses follow the format: Firstname.Surname@uhb.nhs.uk

    

   All staff are contactable via the Trust’s switchboard: 0121 371 2000 or 0121 424 2000

    

   Please note, under the Privacy and Electronic Communications Regulations (PECR) it can be unlawful to send electronic mail marketing to individuals unless:

   • recipients have specifically consented, preferably via an opt-in, or
   • recipients are an existing customer who has bought a similar product or service from you in the past, and you give them a simple way to opt out of receiving your electronic marketing in every message you send.

    

   When contacting via email, you must not disguise or conceal your identity and must provide a valid contact address so recipients can opt out or unsubscribe.

9. We do not have signage in any language other than English. However, the Trust does offer a translation and interpreting service to patients, overseen by the patient services team, who may be able to provide details on other wayfinding methods – appointment letters, leaflets, translators etc.