User Feedback on British Sign Language Interpretation Services in South West London GP Practices
DAL was introduced as the new provider and replaced Language Line. DAL aimed to make it easier for people to get the support they need and GP staff have received training materials for using it.
Through its subcontractor, Sign Solutions, DAL offers:
- pre-booked in-person interpretation
- on-demand video interpretation
- a video relay service to contact GP practices
- translation of documents into BSL
Patient Challenges About Accessibility
Before DAL’s introduction in October 2024, Healthwatch organisations in South West London carried out engagement work around the Accessible Information Standard. They found that some patients had problems with BSL interpretation services. Patients said it took too long to book interpreters, the service wasn’t reliable, and there were concerns about privacy. You can read more about the Accessible Information Standard here.
What we found about the new BSL service
We wanted to build on our AIS work and find out if the new BSL service was helping to address people’s concerns.
We asked people about their experience of using GP Practice BSL interpretation services since the introduction of DAL in October 2024. We spoke to Practice staff, BSL users and their carers about what worked well and what could be improved. We promoted the project through our website.
We found that Practice staff and BSL users did not demonstrate a consistent preference for DAL versus Language Line, the former provider. BSL users and carers emphasised that genuine accessibility requires more than changes to interpretation services.
They highlighted the need for consistent, high-quality interpretation alongside broader improvements across the entire patient journey - from booking appointments to receiving information after consultations - in line with the Accessible Information Standard.
We have collated their feedback and produced two reports. One is for Practice staff and the other is for South West London Integrated Care Board (SWL ICB), which commissions GP Practices in South West London (Croydon, Sutton, Merton, Kingston, Richmond and Wandsworth).
The reports make recommendations for Practice staff to help them meet BSL users’ accessibility needs:
GP Practice Report SWL ICB Report
Who can I contact with questions?
The reports were produced by Iyinoluwa Oshinowo, South West London Engagement Coordinator and Alyssa Chase-Vilchez, South West London Executive Officer. Please contact info@healthwatchsutton.org.uk if you would like to find out more or arrange a presentation about the project.
