If you need help understanding or communicating during your appointment, we can arrange a professional interpreter for you — free of charge. This includes support for people who are deaf, hard of hearing, or deafblind.
We do not allow children to interpret during appointments.
At Ivel Medical Centre, interpreting services are provided through Language Empire.
Language Empire is one of the UK’s leading interpreting and translation companies, providing exceptional services in over 450 languages. This includes:
- British Sign Language (BSL)
- Deafblind interpreters
- Video and telephone interpreting
- Written translation (e.g. EasyRead, Braille, Pictorial English)
When to Request Help
Please let us know as early as possible — ideally when you book your appointment — if you need an interpreter. A member of our team will arrange this for you.
If you’re going into hospital, please contact the ward or department directly to request an interpreter once you receive your appointment.
Important Reminders
- If you’re unable to attend your appointment, let us know so the interpreter can be cancelled.
- If you’re running late, please call us – interpreters are in high demand and may be needed elsewhere.
- If someone else helps you request an interpreter (e.g., a family member who speaks English), that’s okay – just make sure we know as soon as possible.
Feedback Matters
Please tell us if you had any problems or if the service worked well. Your feedback helps us make improvements and continue providing quality care.
Accessible Information Standard
The Accessible Information Standard (2016) aims to ensure that people who have a disability, impairment or sensory loss are provided with information that they can easily read or understand with support, to enhance communication with services. Examples of the types of support that might be required include large print, braille or using a British Sign Language (BSL) interpreter.
All organisations that provide NHS care or adult social care are required to follow the standard, including primary care practices. As part of the Accessible Information Standard, these organisations must do five things:
- Ask people if they have any information or communication needs and find out how to meet their needs.
- Record those needs clearly.
- Highlight or ‘flag’ the person’s file or notes so it is clear that they have information or communication needs and how those needs should be met.
- Share information about people’s information and communication needs with other providers of NHS and adult social care, when they have consent or permission to do so.
- Take steps to ensure that people receive information which they can access and understand and receive communication support if they need it.