Inclusive care

Provision of patient information is a key aspect of health services whether this is written, verbal or in other formats.

Services should assess all patient facing written information to ensure it is accessible.

Identify the core information patients will need and have this available in plain English before requesting translations through the Clear to All   service. Clinical letters, diagnostic instructions and compliance-related written information specific to an individual patient can also be translated through this service.

Some patients will wish to take home information about their condition in English, as well as the language they read. This is so family members who read only English are aware of the details.

If your service has high numbers of service users who do not speak English, identify the language profile over a few months and decide on an appropriate stock of your core service information in community languages. For example, in the NHSGGC area there are over 100 languages in use. Maternity Services reviewed their language profile and identified that their service information should be translated and made readily available in at least 10 community languages. Any language out with this list could then be requested via Clear to All   as required.

Please be aware if your leaflet is providing additional information through links to English language websites. If the information is integral to the content, it should be translated and provided separately. Otherwise, the leaflet should include a statement to say, ‘If you are unable to access the information on this site, please speak to your clinician’.

All patient leaflets should include the NHSGGC statement regarding availability in accessible formats. For more information go to Alternative Format/Language text section at Interpreting & Language Resources  .

When you have completed your review of your service leaflets and implemented this approach, ensure that all staff are aware of how and when to use patient information.

Consider, when making new resources, how this will be translated. This particularly relates to audio and video resources. Liaising with Clear to All   is essential to establish the most suitable format. Videos can be voiced over (not subtitled) in community languages but ensure the images used in videos represent our diverse population.

It is our responsibility to provide interpreting support for any patients using our services. All staff should therefore have good awareness of and confidence in using the NHSGGC Interpreting Services.

Support is available either via telephone or face to face interpreters. For more information on how and when to use the service, and resources such as, How to Access Interpreting posters, go to Interpreting Services  

Patients who don’t speak English can use our telephone interpreting service to call your or any other NHSGGC service. Please ensure that your patients are given an information leaflet explaining this service in the appropriate language. Leaflets are available for immediate download in 40 languages and can be requested if not currently available. See Direct Patient Access information  .

If you or your service would like to attend training on how to use interpreting services, go to our training webpage  .

Adopting a flexible appointments system will help ensure that non-English speaking patients have the time they need to communicate and understand any exchange. This also applies to anyone who needs additional time to speak or who uses communication support e.g. patients who have a learning disability, speech difference or British Sign Language user.

Cultural and social issues may be an additional barrier to accessing certain services for some BME communities. For example, there is not a specific word that means ‘depression’ in certain languages, including Punjabi, Urdu and Hindi. The stigma or lack of understanding of mental health problems may be a prohibiting factor for some individuals accessing any NHSGGC services. Also, if patients experience negative or racist attitudes from staff, this will prohibit them from engaging effectively with health services. If there is a NHSGGC registered healthcare chaplain available on site, they can assist in supporting staff and BME patients and if appropriate, can access specific faith leaders that may provide reassurance for some BME patients. Visit our website   for more information.

Community isolation may be a barrier for individuals from smaller BME groups or people who have sought asylum. These individuals may have little or no understanding of the availability of services or how they are provided. This can result in isolation from many statutory services, including the wider health services. Issues relating to migration status can exacerbate such problems. Your service may work with particular voluntary organisations who could help with considering how best to reach and engage with BME communities. Organisations who can support staff include the Integration Networks e.g. Maryhill Integration Networks, Amma Birth Partners, Red Cross for asylum seekers and refugees.