NHSGGC0738 - Intepreting, Communication Support and Transcription Services

Tender description

NHS Greater Glasgow and Clyde (NHSGGC) is committed to providing equal access to healthcare for all patients, as outlined in ‘A Fairer NHS – Greater Glasgow and Clyde, 2016-2020’. The provision of interpreting services is a vital part of the ongoing work to ensure that everyone receives the best possible care. The NHSGGC interpreting service aims to provide an effective and efficient service for patients and staff. This tender process will identify a framework of suppliers which will be split by Lots, identified by speciality to work with the internal service to provide interpreting services compliant with all relevant legislation Lot 1: Spoken Language Face to Face Interpreting The service will be available 24 hours a day, 365 days a year within the geographical area of NHSGGC and NHS Lanarkshire. The service will require interpreters at short notice to deal with crisis events or unforeseen situations. Interpreters will support appointments at different locations, including hospitals, health centres, patients homes and any other address as designated by NHSGGC or NHS Lanarkshire. The services which will arise under this lot includes: -Provision of face to face interpreters at health appointments -Provision of interpreting in information and therapeutic group work -The service will be provided both in hours and out of hours to meet the upside capacity of in house interpreting services -Provision of written translation of medical records when required. Lot 2: British Sign Language The service will be available 24 hours a day, 365 days a year within the geographical area of NHSGGC and NHS Lanarkshire. The service will require interpreters at short notice to deal with crisis events or unforeseen situations. The provider will on occasion be required to cover consecutive appointments within an agreed time period to reflect best value. Interpreters will support appointments at different locations, including hospitals, clinics, health centres, patient’s homes and any other address as designated by NHSGGC or NHS Lanarkshire. Interpreters will also support appointments carried out by remote video / video calls. The services which will arise under this lot includes: -Provision of BSL interpreters at health appointments -The service will be provided both in hours and out of hours to meet the upside capacity from the in house interpreting service Lot 3: Deaf Relay Interpreting The service will be available 24 hours a day, 365 days a year within the geographical area of NHSGGC and NHS Lanarkshire. The service will require interpreters at short notice to deal with crisis events or unforeseen situations. The contract will work with core hour’s service and out of hour’s service. The services which will arise under this lot includes: -Provision of deaf relay interpreters at health appointments -The service to be provided both in hours and out of hours to meet the upside capacity from the in house interpreting service Lot 4: International Sign Language The service will be available 24 hours a day, 365 days a year within the geographical area of NHSGGC and NHS Lanarkshire. The service will require interpreters at short notice to deal with crisis events or unforeseen situations. The contract will work with core hour’s service and an out of hour’s service. The services which shall arise under this lot includes: -Provision of International Sign Language interpreters at health appointments -The service to be provided both in hours and out of hours to meet the upside capacity from the in house interpreting service Lot 5: Lip Speaking, Note-takers and Speech to text reporters The service will be available 24 hours a day, 365 days a year within the geographical area of NHSGGC and NHS Lanarkshire. The service will require Lip speaking, note-takers and speech to text reporters at short notice to deal with crisis events or unforeseen situations. The contract will work with core hour’s service and an out of hour’s service. The services which will arise under this lot includes: -Provision of Lip speaking, note-takers and speech to text reporters at health appointments across the services within the background section of this document in both NHSGGC and NHS Lanarkshire -The service to be provided both in hours and out of hours to meet the upside capacity from the in house interpreting service Lot 6: Telephone Interpreting/Video Conferencing The service will be available 24 hours a day, 365 days a year within the geographical area of NHSGGC. The service will require interpreters at short notice to deal with crisis events or unforeseen situations. The contract will work with core hour’s service and an out of hour’s service. The service will require to be able to access common as well as rare languages at short notice to match the need in NHSGGC. The service will be required to estimate average connection time to interpreter and meet 90% of calls within this estimated timeframe. The service is expected to provide NHSGGC with a live webpage containing guidance for NHSGGC staff including video links demonstrating good practice for telephone interpreting when the patient is with the clinician and when they are calling out to the patient. The service will deliver direct patient access. This will allow NHSGGC patients to utilise telephone interpreting directly enabling them to call NHS services on demand. This service requires non-English speaking patients to access the service through direct calling or on an app. Lot 7: Written Translation This lot includes the provision of written translation from English in to the language requested by the patient and from those languages into English or other languages. Translation refers to the conversion of written documents in to another language as text. This translation should be accurate and maintain the accurate meaning and spirit of the content of a document requiring translation. The service will be available 09:00 – 17:00 Monday to Friday The service will sometimes require to translate material at short notice to deal with crisis events or unforeseen circumstances. All translations will be back translated by a second transcriber quality assurance. The services which shall be provided under this lot include Translation / Transcription of patient information, patient records, clinical information and patient letters / guidance. The services which will arise under this lot includes: -The service to be provided in hours -Translation of NHSGGC patient facing information, clinical information, letter and any other written patient information form English to the target language -Translations of patient medical record from another language to English