Language Translation Service User Survey (Camden general practice feedback only)

Closed 28 Feb 2020

Opened 8 Jan 2020


Dear colleagues,

We are forwarding this survey to local stakeholders and community groups (for example, Healthwatch Camden , Camden Faith Leaders Forum, African Health Forum, Chinese Community Centre, Somali Cultural Centre and many more).  

We would very much welcome your views on Camden CCG’s interpreting provision for primary care. To capture these, we have developed this survey to collate your organisation’s perspective on the current service and proposed changes.  Also, we would like to know if you are happy to meet or talk on the phone.

There are two parts to the survey.

Part one:

For part one we are asking you to give us feedback on how you find the current provision of language translation services covering primary care general practices in Camden. 

Presently the current provision is heavily weighted towards face-to-face provision for all appointments (96%) with use of telephone interpretation only minimally used (4%).   

Part two:

Camden Clinical Commissioning Group (CCG) is considering restructuring language interpreting provision to ensure that the service is financially sustainable going forward whilst continuing to provide a high quality service. 

The proposed redesign will incorporate a range of language interpreting tools including telephone, video whilst retaining face-to-face language interpreting support for those who need it. 

The proposed change will mean that routine appointments will use telephone support (see definition below) whilst complex issues will continue to have face-to-face support (see definition below). 

In addition, to better support patients attending routine appointments, there will be an option to transfer to video interpreting support if issues discussed are more complex than expected.  This will mean that patients will not need to rebook appointments with face to face support. 

Please note that face to face interpreters will still be provided if the discussion is complex.  

We would like to capture your views on these proposed changes and any areas you feel we have missed or should consider as part of this service’s review.

Telephone interpreting: is when all participants are in the same location and the language interpreter joins remotely via a telephone.

Complex consultation Criteria: Patients will be offered face to face support if the:

•             Adult or child is vulnerable,

•             It is a complex consultation,

•             The consultation is with two or more clinicians,

•             The patient is has a mental health issue,

•             To discuss organ/tissue donation, or

•             Discussing bad news (e.g. cancer diagnosis)

Please note that your comments and views will be treated as confidential.

Thank you for completing the survey.

Karen Derrick (Commissioning Manager, Planned Care - Camden CCG)


  • All Areas


  • Camden residents


  • GP Practices