88 people representing a range of NHS services completed the survey. The majority had long term experience of SIS, and had used a wide range of interpreting formats.
2024 Survey with SIS Service Providers
However approx. 80% were unfamiliar with our additional services (social prescribing, advocacy, befriending, research and health promotion) indicating a need for additional promotion. 50% confirmed they would like information or a briefing on these services.
Satisfaction
- Satisfaction scores were consistently high
- Respondents were asked to state the degree to which they agreed or disagreed with the following statements
- SIS delivers professional services
- SIS provides prompt response to my needs
- SIS is easy to contact
- SIS respond proactively to feedback
- SIS explains it’s service clearly
- SIS provides high quality services
- Only 5 individuals didn’t strongly agree or agree with all of the statements. They provided additional information about their reasons for dis-satisfaction (see below). All were contacted individually to discuss their concerns.
- Many people provided further qualitative feedback.
| Issues Raised | Response and Action |
| Poor availability in particular languages | Unmet needs informs our enrolment strategy We try to outsource to partner agencies |
| Short notice of both confirmation and cancellations | SIS processes to ensure high quality delivery can impact on timeliness – we work hard to balance appropriately We are upgrading our database and IT systems to improve efficiency |
| Poor Interpreting practice | Requested that Service Providers contact us immediately with their feedback for an opportunity to support interpreters with their practice and professional development. |
Positive Feedback about Interpreters
I have found all the interpreters provided to be very helpful and kind.
I’ve always found SIS interpreters very helpful.
I have had experience of some of your interpreters all have been excellent, one interpreter has such a lovely manner that is so engaging, people seem to warm to her and she is able strike up a good rapport. She also feeds back at regular intervals so that those who are listening can keep up and understand what is being said.
I find the interpreters very professional, and so helpful.
The interpreters that have accompanied and supported me during appointments have always maintained professional standards whilst engaging the service user with kindness, empathy and compassion.
I have always found the interpreters we’ve used have been excellent.
always prompt to attend the appointment and work very well with the clinical team.
the interpreters are lovely people to work with.
Some have been really professional and empathic and friendly which has made all the difference and what is required for this type of call where we are assessing people who are really distressed and had awful things happen to them. A couple of really nice experiences where the interpreter has gone above and beyond, really trying to help comfort the patient and being really caring. And also to help me to understand any cultural differences and laws for example within the patients home country which helped me to get a clearer picture of what the person was saying.
Positive Feedback about SIS coordination team and processes
I have always found the customer service excellent and will go above and beyond to help with needs and also very quick to let us know if there are any issues.
We have always found SIS services excellent. Easy to book.
I use SIS regularly for my non English speaking pregnant clients both antenatal an postnatal it’s easy to book on line and they email if any problems. If I have a query they always answer the phone and are very helpful.
Have always received good service even at short notice like 2 days.
Very satisfied with quality of service provided.
SIS staff are always very helpful, professional and polite.
Always had professional friendly interpreting service.
all very good.
I particularly like that SIS enable the same interpreter for individual clients which enables a rapport to be established which is helpful for the client and the clinician alike.
Of the 39 customers who had used other services;
- 40% thought SIS was better or much better. The reasons given were booking processes, continuity of interpreter, quality of interpreting.
- 1 person thought SIS was worse but did not provide any further details about their experience.
- SIS achieved a Net Promoter Score of 55 which is considered Excellent and indicates customers will actively recommend us to friends, family and colleagues.
Impact
Practitioners have previously identified benefits, both for themselves and Service Users, of using SIS Community Interpreters. We asked for further information to quantify these benefits and the impact made by SIS.
Where practitioners disagreed, no further information was offered.
Some practitioners gave further qualitative information about these benefits and impact.
Sometimes our patients are much happier to attend if they know they can speak in their original language. Appointments can sometimes be stressful for all concerned if there is a language barrier.
Service user feel more comfortable with someone who understands their language and potentially familiar with where they come from and their culture.
Always very professional and friendly. Thank you.
Using the same interpreter consistently for a particular client over a period of years means they have a good understanding of the client’s complex history and needs.
On the whole this all correct but lately I am hearing that some Iranian refugees are to scared to use a translator for fear of them working for the Iranian govt and being reported.
