Friday 20 March 2026
Internal Reference Number: FOI_9247
Date Request Received: 25/02/2026 00:00:00
Date Request Replied To: 17/03/2026 00:00:00
This response was sent via: By Email
Request Summary: Language Services and Accessibility Provision
Request Category: Companies
| Question Number 1: I am writing to make a request under the Freedom of Information Act 2000. I would be grateful if you could provide the following information in relation to your organisation’s language access, interpreting, translation, and accessibility services: Current Provision • The name(s) of your current supplier(s) for: o Spoken language interpreting (including telephone and video remote interpreting) o Written translation o British Sign Language (BSL) interpreting o Other accessible communication formats (e.g. Easy Read, large print, braille) • The contract start date and end date (including any extension options). • The total contract value (annual and full-term, if available). | |
| Answer To Question 1: Spoken language interpreting - Language Empire Written translation - Language Empire BSL - Deaf Action We have other accessible communication formats such as Easy Read and large print. The Trust’s current supplier for all language access and accessibility services — including spoken language interpreting (telephone, video, and face-to-face), written translation, British Sign Language (BSL) interpreting, and other accessible communication formats — is: Supplier: Language Empire Limited Contract Start Date: 01 July 2025 Contract End Date: 30 June 2026 Extension Options: Up to 2 × 6-month extensions, potentially extending the contract to 30 June 2027 Estimated Total Contract Value: £12,500 Exc. VAT (based on booking data from 2024 usage levels) | |
| Question Number 2: Spend and Usage • Total annual spend on language services for the last three financial years. • A breakdown of spend by service type (e.g. face-to-face interpreting, telephone interpreting, translation, BSL). • The top 10 most requested languages by volume over the last 12 months. • Total volume of bookings/assignments in the last 12 months (by service type if available). | |
| Answer To Question 2: 22-23 £34k 23-24 £23k 24-25 £46k We do not have a further breakdown. | |
| Question Number 3: Procurement and Frameworks • The procurement route used (e.g. open tender, framework, direct award). • If procured via a framework, the name of the framework and the framework provider. • The anticipated timeline for re-procurement or renewal (if applicable). • The name and contact details of the person or team responsible for managing this contract. | |
| Answer To Question 3: Procurement Route: The contract was awarded via the North of England Commercial Procurement Collaborative (NOECPC) framework: Framework: Language Services Framework Reference: NOE.0583 Re-procurement / Renewal Plans: Re-procurement is being coordinated by the PPSA as part of a South-West regional tender, currently planned to commence in Summer 2026. Continuity Arrangements: If there are any delays to the PPSA-led procurement process, the Trust will utilise the available contract extension options to ensure continuity of service and to mitigate any procurement-related risks. Contract Management / Responsible Team: The contract is managed by the Trust’s: Strategic Procurement Team (Sourcing) – Professional Services and Workforce Category | |
| Question Number 4: Performance and Governance • The key performance indicators (KPIs) used to measure supplier performance. • Any service credits, penalties, or performance concerns raised in the last 12 months. • A copy of the service specification (if publicly shareable). | |
| Answer To Question 4: Spoken Language F2F and more than 48 hours’ notice – 95% Fulfilment F2F and less than 48 hours’ notice – 85% fulfilment Emergency F2F (Same day booking or less than 1 hour) – 80% Fulfilment Telephone interpreting – 95% Fulfilment Telephone on demand interpreting – 95% connected within 60 seconds Video interpreting – 95% Fulfilment Video on demand interpreting – 95% connected within 60 seconds Complaints and feedback – 95% resolved within 5 working days Translation quote sent within 48 working hours Non-Spoken Interpreting Face to Face more than 7 days’ notice 95% Fulfilment Face to Face less than 7 days’ notice 90% Fulfilment Emergency F2F (Same day booking or less than one hour) 80% Fulfilment Video interpreting 95% Fulfilment Complaints and feedback, resolution within 10 working days 95% Fulfilment Management information report Monthly Translation quote sent within 48 working hours Digital Alignment and Application Integration Language Empire is currently developing a digital application to support interpreting and translation service delivery. Once live, the application will provide: Real-time visibility of service activity and performance metrics Enhanced reporting functionality, including access to live data dashboards Integration capability to align with the separately contracted app-related services Improved data sharing and system interoperability to support end-to-end service management The application is intended to support continuous improvement, operational transparency, and alignment with broader digital transformation objectives | |
| Question Number 5: Strategy and Accessibility • Whether you have a formal Language Access or Accessibility Policy in place. • Any published equality impact assessments relating to language or communication access. | |
| Answer To Question 5: The Trust complies with the NHS Accessible Information Standard (AIS) as part of supporting patients with communication and accessibility needs. Interpreting, translation and accessible communication support are delivered under a contract which requires the supplier to comply with equality and human rights legislation and to cooperate with the Trust’s statutory equality duties. This includes obligations under the Equality Act 2010 and related diversity requirements. The contract also sets out obligations regarding data protection (UK GDPR / DPA 2018), information governance, safeguarding of patient information, and incident reporting. | |
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