Leading corporate services provider, NHS Shared Business Services (NHS SBS), has unveiled the latest version of its ‘Translation and Interpretation Services’ framework agreement, designed to support the NHS and wider public sector to communicate clearly with citizens and patients with specific language and communication requirements.
- NHS SBS launches updated language services solution to support inclusive public service delivery
- Offers high-quality translation and interpretation across NHS, local authorities, education, and emergency services, with built-in flexibility for innovation and AI integration
The contract offers a full range of solutions, comprising face-to-face spoken language support, British Sign Language (BSL), telephone and video interpretation, and document translation. It provides a fast, compliant way for users to access pre-vetted suppliers and procure solutions, ensuring frontline teams can deliver services with clarity and confidence.
“Clear communication is the foundation of effective public service,” says Victoria Zhao, Principal Category Manager – Business Services, at NHS SBS. “From healthcare and housing to education and emergency response, language support helps frontline teams deliver services with confidence, accuracy and respect for every individual.”
Meeting diverse needs across public services
Over one million UK residents are unable to speak English well, or at all. Language barriers can severely impede their access to healthcare, causing delays, miscommunication and contributing to health inequalities. These challenges also increase the risk of adverse events and litigation. In 2023–24, NHS patient safety litigation cost £2.8bn, with projections reaching £3.6bn by year-end 2025.
Police and emergency services depend on accurate interpretation when responding to incidents involving non-English speakers, ensuring clear communication and fair treatment during emergency calls, investigations, and safeguarding cases. According to research, emergency workers lose more than a working week of time each year overcoming language barriers.
Local authorities rely on translation and interpretation services to help residents navigate welfare benefits, understand communications and participate in public health campaigns. Interpreters play a vital role during social care visits, safeguarding assessments and housing support meetings, among other things.
Comprehensive language support
Translators available via suppliers on NHS SBS’s framework agreement possess subject-matter expertise that aligns with the content they are translating. This includes specialised knowledge in areas like healthcare, legal, and public sector services. Their familiarity with sector-specific terminology, regulatory requirements and cultural nuances ensures translations are not only linguistically accurate but also contextually appropriate maintaining legal integrity.
Designed for innovation
The framework agreement is designed to embrace ongoing innovation, giving suppliers the flexibility to introduce new digital solutions including AI-driven technologies, throughout its lifecycle.
This dynamic approach ensures it remains at the forefront of industry developments and consistently provides users with access to the most advanced tools and capabilities available in the market.
Zhao concludes:
“Our framework agreement gives users the flexibility to select interpreters who best meet their needs, be it based on language, dialect, cultural understanding or sector experience.
“This choice ensures services are tailored to the context of each interaction, whether clinical, legal or community based, supporting clearer communication, higher satisfaction and better outcomes for service users.”
For more information, contact the NHS SBS team at: sbs.hello@nhs.net
