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NIPSO's overview report on interpretation services is out now
On 20 March 2025, the Northern Ireland Public Services Ombudsman (NIPSO) published the first in a series of Overview Reports which review issues that are creating potential barriers to accessing healthcare. The report ‘Lost in translation’ provides an overview assessment of the provision of Interpretation Services in GP Practices – for patients who are not proficient in English.
The report found that, although there were almost 11,000 requests by GP Practices for an in-person interpreter in a 12-month period, almost half (45%) of GP Practices made no requests.
It also found that, despite interpreting services being available at no cost to GP Practices or Patients, there was a significant lack of publicly available information to advise patients of the availability of these services. In a review of a sample of GP websites, only 13% referenced the availability of interpreting services, and none of them stated clearly that these services were free.
The report also highlights the significant accessibility issues facing those requiring interpreting support, with ‘Phone First’ and other telephone triage systems posing difficulties for patients who are not proficient in English. Even in cases where patients successfully navigate these systems, this report discusses some of the challenges patients face when attempting to book an appointment where an interpreter is required.
Among its 11 recommendations, it suggests the availability of interpreting services information should be improved, the limitations of telephone interpretation is reviewed and improved, and that mechanisms are put in place to allow patients to indicate their need for an interpreter at the earliest possible stage. Improved mechanisms to allow both GP and Patient feedback are also recommended, as well as providing additional information on how to make a complaint.
The report highlights that during the institutions's assessment there has been a willingness within the health and social care system to make improvements and NISPO considers that their recommendations will further contribute to improving awareness, accessibility and use of services.
To read the overview report on the interpretation services, kindly refer to the download section below.
