Freedom of Information Request – Ref: 253-2024
Thank you for your recent Freedom of Information request. Please find our response below.
You asked:
1. The number of written translation requests and how many were met
Our response:
| Nov-24 | Oct-24 | Sep-24 | Aug-24 | Jul-24 | Jun-24 | May-24 | Apr-24 | Mar-24 | Feb-24 | Jan-24 | Dec-23 |
| 80 / 80 | 120 / 120 | 103 / 103 | 109 / 109 | 125 / 125 | 81 / 81 | 124 / 124 | 81 / 81 | 84 / 84 | 83 / 83 | 84 / 84 | 89 / 89 |
You asked:
2. The number of pre-booked telephone interpretation requests and how many were met?
Our response:
| Nov-24 | Oct-24 | Sep-24 | Aug-24 | Jul-24 | Jun-24 | May-24 | Apr-24 | Mar-24 | Feb-24 | Jan-24 | Dec-23 |
| 204 / 204 | 198 / 198 | 176 / 170 | 202 / 178 | 218 / 192 | 159 / 146 | 149 / 138 | 186 / 184 | 176 / 156 | 148 / 134 | 183 / 173 | 138 / 124 |
Please note – Cancellations are not included.
You asked:
3. The number of on-demand telephone interpretation requests and how many were met?
Our response:
This data is included in Question 2 as telephone interpretation not always shown as pre-booked or on demand.
You asked:
4. The number of face-to-face interpretation requests and how many were met?
Our response:
| Nov-24 | Oct-24 | Sep-24 | Aug-24 | Jul-24 | Jun-24 | May-24 | Apr-24 | Mar-24 | Feb-24 | Jan-24 | Dec-23 |
| 63 / 62 | 64 / 60 | 40 / 36 | 62 / 54 | 65 / 60 | 67 / 62 | 78 / 68 | 74 / 69 | 68 / 57 | 74 / 68 | 65 / 62 | 64 / 57 |
Please note – Cancellations are not included.
You asked:
5. A breakdown of the number of Face to Face Interpreter requests by language
Our response:
| Nov-24 | Oct-24 | Sep-24 | Aug-24 | Jul-24 | Jun-24 | May-24 | Apr-24 | Mar-24 | Feb-24 | Jan-24 | Dec-23 |
| BSL – 10 | BSL – 11 | Hungarian – 1 | Arabic – 4 | Arabic – 6 | Arabic – 4 | Albanian – 2 | Albanian – 1 | Arabic – 5 | Arabic – 8 | Arabic – 8 | Arabic – 8 |
| Arabic- 4 | Albanian – 1 | Farsi – 1 | Bulgarian – 2 | Bulgarian – 3 | Bulgarian – 1 | Arabic – 5 | Arabic – 6 | Bengali -1 | Bengali – 2 | Bengali – 1 | Bulgarian – 2 |
| Bengali – 3 | Arabic – 4 | BSL – 5 | Cantonese – 2 | Czech – 3 | Czech – 3 | Bengali – 3 | Sinhalese – 1 | Bulgarian – 1 | Czech – 6 | Czech – 3 | Czech – 12 |
| Bulgarian – 2 | Bengali – 2 | Arabic – 1 | Czech – 9 | Hindi – 1 | Dari – 1 | Bulgarian – 1 | Bulgarian – 1 | Czech – 8 | Farsi – 2 | Farsi – 3 | Farsi – 4 |
| Czech -4 | Bulgarian – 2 | Bengali – 5 | Farsi – 2 | Mandarin – 1 | Farsi – 6 | Cantonese – 1 | Czech – 9 | Dari – 3 | French – 1 | French – 4 | French – 1 |
| Dari – 5 | Cantonese – 2 | Bulgarian – 2 | Polish – 17 | Pashto – 1 | Pashto – 3 | Czech – 6 | Dari – 4 | French – 2 | Gujarati – 2 | Hindi – 1 | Hindi – 1 |
| Farsi – 1 | Czech – 4 | Czech – 2 | Portuguese – 4 | Polish – 14 | Persian – 1 | Dari – 4 | Gujarati – 1 | Gujarati – 1 | Hindi – 1 | Pashto – 2 | Pashto – 4 |
| Hungarian – 1 | Dari – 2 | Dari – 2 | Punjabi (Pakistan) – 1 | Punjabi – 2 | Polish – 13 | Gujarati – 1 | Kurdish (Sorani) – 1 | Lithuanian – 1 | Lithuanian – 1 | Polish – 11 | Polish – 16 |
| Mandarin – 2 | French – 1 | Hindi – 1 | Romanian – 2 | Punjabi (Pakistan) – 1 | Romanian – 1 | Hungarian – 3 | Lithuanian – 1 | Pashto – 10 | Pashto – 4 | Romanian – 15 | Potuguese – 1 |
| Pashto – 3 | Hindi – 2 | Mandarin – 2 | Slovak – 3 | Romanian – 3 | Russian – 2 | Nepalese – 1 | Pashto – 4 | Polish – 10 | Polish – 16 | Russian -1 | Romanian – 6 |
| Polish – 9 | Hungarian – 1 | Moldavian – 1 | Ukrainian – 3 | Russian – 1 | Slovak – 3 | Polish – 11 | Polish – 17 | Romanian – 12 | Portuguese – 1 | Slovak – 3 | Russian – 1 |
| Portuguese – 2 | Malayalam – 1 | Pashto – 2 | BSL – 9 | Slovak – 4 | Spanish – 1 | Romanian – 4 | Portuguese – 1 | Russian – 1 | Romanian – 8 | Spanish – 1 | Slovak – 1 |
| Romanian – 4 | Mandarin – 4 | Polish – 8 | French – 1 | BSL – 15 | Spanish Latin America – 1 | Slovak – 1 | Romanian – 4 | Tamil – 5 | Russian – 3 | BSL – 10 | Ukrainian – 2 |
| Russian – 1 | Pashto – 2 | Portuguese – 1 | Bengali – 1 | Bengali – 2 | Ukrainian – 1 | Spanish – 1 | Russian – 2 | Turkish – 1 | Slovak – 3 | Albanian – 1 | BSL – 5 |
| Slovak – 5 | Polish – 7 | Romanian – 2 | Pashto – 1 | Albanian – 3 | BSL – 24 | Spanish Latin America – 1 | Spanish – 1 | Ukrainian – 2 | Spanish – 1 | Herero – 1 | Bengali – 1 |
| Tamil – 1 | Portuguese – 4 | Slovak – 1 | Telugu – 1 | Urdu – 1 | Bengali – 2 | Tamil – 2 | Tamil – 4 | BSL – 4 | Thai – 1 | ||
| Tigrigna – 1 | Romanian – 8 | Telegu – 1 | Dari – 2 | Ukrainian – 3 | Ukrainian – 1 | Nepali – 1 | Ukrainian – 1 | ||||
| Ukrainian – 4 | Slovak – 2 | Urdu – 2 | Farsi – 1 | Urdu – 3 | BSL – 14 | Urdu – 2 | |||||
| Urdu – 1 | Spanish – 1 | Hungarian – 1 | Urdu (Pakistani) – 1 | Turkish – 1 | BSL – 7 | ||||||
| Tamil – 1 | BSL – 21 | Bulgarian – 1 | |||||||||
| Turkish – 2 | Mandarin – 1 | ||||||||||
| Croation – 1 | Sinhalese – 1 | ||||||||||
| Ukrainian – 2 | Herero – 1 |
You asked:
6. What % of Face to Face Interpreter requests were met?
Our response:
| Nov-24 | Oct-24 | Sep-24 | Aug-24 | Jul-24 | Jun-24 | May-24 | Apr-24 | Mar-24 | Feb-24 | Jan-24 | Dec-23 |
| 98% | 94% | 90% | 87% | 92% | 93% | 87% | 93% | 84% | 92% | 95% | 89% |
You asked:
7. How many Interpreters Did Not Attend their appointments?
Our response:
Gloucestershire Health and Care NHS Foundation Trust do not hold this information, therefore are unable to provide a response
You asked:
8. How many patients did not attend their appointment?
Our response:
| Nov-24 | Oct-24 | Sep-24 | Aug-24 | Jul-24 | Jun-24 | May-24 | Apr-24 | Mar-24 | Feb-24 | Jan-24 | Dec-23 |
| Unknown | Unknown | Unknown | 5 | 2 | 3 | 4 | 4 | 8 | 1 | 4 | 6 |
You asked:
9. How many patients who did not attend appointments needed an interpreter?
Our response:
Gloucestershire Health and Care NHS Foundation Trust do not hold this information so are unable to provide a response
You asked:
10. How many bookings were cancelled by patients last minute?
Our response:
Gloucestershire Health and Care NHS Foundation Trust do not hold this information so are unable to provide a response
You asked:
11. What was the total spending for the year across all interpretation and translation services? (not including VAT)
Our response:
| Nov-24 | Oct-24 | Sep-24 | Aug-24 | Jul-24 | Jun-24 | May-24 | Apr-24 | Mar-24 | Feb-24 | Jan-24 | Dec-23 |
| £22,394.18 | £24,236.10 | £19,907.46 | £18,540.45 | £21,362.82 | £19,133.63 | £21,218.66 | £18,464.85 | £16,502.40 | £15,537.79 | £16,951.37 | £20,462.16 |
Please note – these figures include video translation costs.
You asked:
12. Who is the incumbent provider for the Trust?
Our response:
Word 360
You asked:
When did the current contract come into effect?
Our response:
2nd September 2024
Next steps:
Should you have any queries in relation to our response, please do not hesitate to contact us. If you are unhappy with the response you have received in relation to your request and wish to ask us to review our response, you should write to:
Louise Moss
Head of Legal Services / Associate Director of Corporate Governance
c/o Gloucestershire Health and Care NHS Foundation Trust
Edward Jenner Court
1010 Pioneer Avenue
Gloucester Business Park
Brockworth, GL3 4AW
E-mail: louise.moss@ghc.nhs.uk
If you are not content with the outcome of any review, you may apply directly to the Information Commissioner’s Office (ICO) for further advice/guidance. Generally, the ICO will not consider your case unless you have exhausted your enquiries with the Trust which should include considering the use of the Trust’s formal complaints procedure. The ICO can be contacted at: The Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.