UHNM shortlisted for Patient Experience Network National Award

University Hospitals of North Midlands NHS Trust (UHNM) is proud to announce that its Patient Experience team has been shortlisted at tonight’s Patient Experience Network National Awards (PENNA).

Patients across UHNM have benefitted from the introduction of mobile digital interpreter devices, providing access to 24/7 online video and audio interpreters, and now the team behind the initiative have been shortlisted in the ‘Communicating Effectively with Patients and Families’ category. 

Following a successful trial, the ‘Insight’ devices have facilitated almost 265 hours of interpretation that patients and visitors may not have had access to in the past. 

Sophie Reid, UHNM Complaints, PALS and Volunteers Services Manager, said: “The Insight devices allow staff to break down the language barrier with patients through on-demand video calls to live interpreters. We worked closely with wards and departments from across UHNM to utilise the benefits of the service, which provides access to video interpreters in more than 45 languages, audio interpreting in more than 200 languages, as well as British Sign Language. 

“During and post the Covid-19 pandemic, we saw a huge decline in access to interpreters, which was having a direct impact on patient care, as their appointments and admission dates for treatment were being rescheduled due to a lack of interpreter availability.  Since utilising the Insight devices, we have seen a reduction in the number of cancelled inpatient and outpatient appointments as there is now a much wider range of availability.  

“We have had some amazing feedback from the staff who have used the devices, and wards and departments are really championing these machines and the difference they have made.

“This has been an amazing project that has really made a difference to patients in our care and is something we are very proud of.” 

Rebecca Pilling, Head of Patient Experience at UHNM said: "The PENNA Awards were brilliant to attend, the energy in the room was massive, and networking with colleagues from across the UK was amazing. We definitely came away with some great ideas we can’t wait to try for the benefit of patients at UHNM. There were also some very poignant talks from Patient Partners which really brought their contributions in healthcare co-production to life.

"We are so proud of the Insight system and the difference it’s making to our patients and staff at UHNM, and I want to highlight and thank Sophie and the PALS team in particular for their tireless work in promoting the devices, and for doing an amazing job on keeping track of the 27 machines we now have, which is no mean feat."