Communicating with our deaf patients and carers
East Kent Hospitals NHS Trust is delighted to enable British Sign Language (BSL) users to contact us using a Sign Language interpreter, through the InterpretersLive! service, provided by TheBigWord partners Sign Solutions.
This means that Deaf patients or carers whose first language is British Sign Language (BSL) can communicate with staff more easily using remote interpreters without having to be at the hospital.
The services allows the interpreter to communicate by video with the patient, and relay what they say by phone to staff. The technology also allows for a three-way video call so the patient, member of staff and interpreter can all see each other.
Interpreters are available on demand via video link and are all qualified and NRCPD registered, DBS checked and have medical interpreting experience.
This service does not replace the request for face-to-face interpreting in person.
Deaf patients will need to download the StarLeaf app. Before you access the service, please decide which device you wish to use. Please watch the videos for more information.
The InterpretersLive! video service hours are 08.00 to 24:00, 7 days a week. If an Interpreter is not immediately available, you can hold or retry later. Outside of these hours please contact Sign Solutions on 0843 178 0773 to pre-book an Interpreter who can be online within 30 minutes.
This service is accessible via a Windows supported devices and Apple Mac. The service is compatible with the following browsers;
- Google Chrome version 46 and later
- Firefox version 45 and later
- Opera version 39 and later.
If you are using Safari 9 or Internet Explorer 11, when prompted, please download the plugin. You will only need to do this once, next time you will be taken straight to the call button.
If you are having difficulties connecting to the InterpretersLive! Service try watching our Troubleshooting guide; troubleshooting video transcript is also available by clicking here
Please note: if you have less than 120kbps available – call will be audio only. Minimum requirement for video calls is 192kbps.
If you are having problems accessing the App please watch our download guide; video transcript available click here
Alternatively, contact Sign Solutions for further help or to provide feedback on the service.
If you wish to make a complaint, please follow the guidelines set out here alternatively a transcript can be found here
Sign Solutions, providers of InterpretersLive! are certified ISO 27001 and ISO 9001, and all data is processed and held securely. As a certified organisation we are committed to continuous improvement and are externally assessed, annually, to ensure progress is maintained.