Language Line Services

Changing the way interpreting services are used can save money and improve patient care, as Roz de Silva explains

An in-depth process and strategy review at the Royal Free Hampstead trust found several areas where savings could be made and service levels improved at the same time - one of these was interpreting services.

The trust worked with interpreting provider Language Line Services to identify ways to improve service levels and reduce costs. The company helped the Royal Free recognise that expanding telephone interpreting for select operational areas would save tens of thousands of pounds and improve patient outcomes.

The trust identified that a significant amount of interpreting was done for outpatients using face-to-face interpreters. These consultations typically lasted 20 minutes or less. Since face-to-face services usually have a minimum one-hour call-out charge, this was uneconomic. The Royal Free identified that significant savings could be made by using telephone interpreting sessions for outpatients.

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