Portsmouth Hospitals University NHS Trust (PHU) has launched a new video-on-demand interpreting service, giving patients and staff faster access to professional interpreters and helping to ensure everyone can fully understand their care.
The Trust is working with its interpreting provider, Dals, to introduce the new service, which allows staff to request and access a virtual interpreter within minutes.
Until now, interpretation support has typically been provided in person, which can take several hours, or even days, depending on interpreter availability. While telephone interpreting has also long been available as an on‑demand option, it does not allow for visual cues, body language or other non‑verbal communication that can be critical in healthcare settings. As a result, delays have sometimes occurred in important conversations, including explaining diagnoses, discussing treatment options and gaining informed consent.
The new video-on-demand service removes these delays, giving patients timely support when they need it most. It is available in a wide range of languages, including British Sign Language (BSL), and can be used across clinical and non-clinical settings.
Matt Powls, Chief Operating Officer at PHU, said: “Clear communication is fundamental to safe, compassionate and effective care. This new service means our patients no longer have to wait hours or days to be understood and to understand what is happening to them.
“Being able to access a professional interpreter within minutes is a significant step forward for patient experience, safety and equality, and we are proud to be working with Dals to deliver this.”
The service also supports staff by enabling quicker decision-making and reducing the stress and uncertainty caused by communication barriers.
Carlota Martínez Garrofé, Regional Account Manager at Dals, said: “We are delighted to be working with PHU on this important new service. Video-on-demand interpreting combines speed, flexibility and quality, ensuring patients receive the right support at the right time.
“This approach can make a real difference in urgent and routine care settings, and we’re pleased to help the Trust improve access and equity for its diverse communities.”
The introduction of video-on-demand interpreting supports the Trust’s commitment to inclusive, patient-centred care and to reducing health inequalities across the communities it serves.