Velindre Cancer Centre, Communicating Effectively – Caring for my Family with Cancer 

Case Study – June 2017

case study image

Velindre Cancer Centre

Communicating Effectively – Caring for my Family with Cancer

Velindre Cancer Centre in Whitchurch, Cardiff, provides specialist cancer services to people living in South East Wales and is one of the 10 largest cancer centres in the UK. The Cancer Centre is a specialist treatment, teaching and research and development centre for non-surgical oncology, treating patients with chemotherapy, radiotherapy and related treatments, and caring for patients with specialist palliative care needs. We provide services to over 1.5 million people across South East Wales and beyond. each year we treat over 5,000 new referrals and around 50,000 new outpatients. Our dedicated staff of over 670 work as a close knit team. Our aim is to provide patients & families with the best possible care and treatment.


Inspired by experiences of families, cancer nurse Michele Pengelly was concerned about the paucity of resources helping newly diagnosed cancer patients talk to their children about cancer and the impact on families. Resources were limited, mostly using heteronormative images, questionable for the diversity of modern-day.

Demonstrating a collaborative partnership with Equality Manger Ceri Harris, the idea followed to write a series of books which are fully diverse, accessible and fit for purpose including audio/BSL. Following consultation with patients, children and professionals the first “Caring for my family with Cancer” book was successfully launched in 2015. 150 have now been issued.

The series of 6 books is innovative as a completely diverse, accessible resource aiming to support cancer patients to talk to their children about cancer. Utilising modern technology and computer graphics, the books have provided positive outcomes to families’ experiences, have longevity, are cost effective and include single parent and same sex families. This use of technology and charitable funding to support costs has meant that the series of books is fully sustainable. The simplicity of the family story has contributed to a project with transferability. The dissemination of this work has been through professional, public and third sector events.


Michele Pengelly, a cancer nurse with 30 years’ experience has worked with numerous parents who made decisions not to talk to their children about their cancer. Sometimes the parents’ health deteriorates and they sadly die with their children still unaware of the cancer and no understanding of what has happened.

Michele facilitates a children’s bereavement group; listening to these children’s stories and observing their pictures and memory jars she felt passionately that we could do better and take a more proactive approach. For parents who did want to explain cancer and their treatment the current resources were not always appropriate. Resources were limited, mostly using heteronormative images, questionable for the diversity of modern-day families (single parents, same sex) – to give a father a story book about breast cancer because there was nothing else available was not good enough!

Michele had the idea of writing a book to mirror the families we were meeting in clinical practice. In 2014 meeting with Trust Equality manager, Ceri Harris, 20 years’ experience in equality, both felt passionately there was a need to create a resource that not only looked at gender concerns, but to develop a series of books; fully diverse, accessible and fit for purpose, including BSL and audio versions in several languages that would meet the needs of families who used the services at Velindre. The aim was to meet a gap in resources and enable safe and open conversation about cancer within families so that children were part of the experiences in a positive way.


From the outset engaging & involving stakeholders was hugely important; equality groups, parents, clinical psychologists and nursing staff, to ensure the books met everyone’s expectations and needs. Ensuring the language used was fit for purpose and that support was provided to parents in how to use the books effectively.

An internal governance group was established as well as a stakeholder group, so we were confident that the books met all obligations. Michele and Ceri worked closely with the artist and digital colourist to develop the characters within the books to reflect diversity.

Velindre fundraising were involved in the funding of the printing and additional costs. Clinical and nursing staff received training on how to use the books with parents and support them with any difficult questions and situations. We were fortunate that Cardiff born Hollywood actor Matthew Rhys, patron of fundraising, provided bilingual audio versions of the book, professionally recorded in a studio in LA, and sent for the launch. Matthew’s beautiful tone and animated approach brings to life the story of the little girl Lucy and her family’s experience of cancer.

The final version of the first book was agreed by the stakeholder group, prior to printing, so everyone involved was aware and agreed on the final product.

This year we have evaluated and revised the books following comments from staff, patients and their families and produced the British Sign language Version which we launched in November as part of Sensory Loss Awareness Month in Wales.

Books are issued to families together with a set of cuddly lions (one for the child & one for the parent) to reduce separation anxiety if the parent needs to come into hospital – the lions feature in the books too!


The impact has been so positive using both quantitative and qualitative methodologies including patient experience digital stories. We have attached as part of our application a video of Vincent, a little boy who received the book and cuddly lions when his mother was a patient with us. He speaks so eloquently about how useful and important the book was to him; how he recognised himself within the book and that he even though he looked like the little boy, Jack.

We asked each family who received a copy to provide comments and feedback, this helped us evaluate and revise future versions. We spoke to clinicians, asking if they found it a useful resource. We keep data on numbers of families using the resource, ages of children and which type of book is most used.

What surprised us is that we are now seeing the lions appear in the children’s memory boxes when they attend the children’s bereavement group. This demonstrates how important the lions were as part of their own journeys, how they found comfort in the books and lions and the positivity they must have given during a very upsetting time.

An additional outcome is that the Trust has been approached by a number of health organisations not just from Wales but across the UK asking about the project and wanting to purchase copies of the books.

As identified throughout this application, the project has involved and seeks to involve more internal and external stakeholders. We realised the value of the books and how they have helped families and hope to develop future resources that can be used externally, whether for cancer or modified to be used for other conditions.

Key Learning

Engagement – It is essential to involve the parents and families from the outset and to keep their involvement throughout the pilot study and change management process. This gives a greater integrity and heart to the project.

Training – Collaborate with training departments and staff personal development reviews to help identify the training needs for those delivering care with the new resource. What additional support and advice they may need to deliver this service and build this into training programmes.

Technology – How can you best use current and future technology? For example by using a digital colourist and artist we are able to create picture layers, so characters, and elements of the story can be easily added or taken away to develop further books.

Adaptability – The methodology could be used in other fields, for example “Caring for my family with motor neurone disease”. The use of modern technology means it can be adapted and updated if cancer treatments change.

Sharing Best Practice – don’t keep it to yourself. There will be lots of other organisations with similar challenges struggling to develop solutions. Through events, conferences and publications take every opportunity to share.



May Newsletter 2017

Welcome to the Patient Experience Network Newsletter
PENLetter May 2017
Issue 44
View this email in your browser
Welcome to this month’s PENLetterWe have collated all the current and inspirational patient experience news into one place.
Welcome Note from Ruth Evans, PEN Founder

Welcome to the May edition of our PENLetter!

Another newsletter packed with interesting patient experience news!  We have some great articles to read in Leadership news.

Where an executive shares their learning from shadowing a member of the frontline team, another looks at the importance of patient experience n the C-suite, and a third explores compassionate leadership.  Loads of great reads in our Patient Experience news section with two looking at the difference sitting down makes. 

We are finalising the regional events where we plan to bring some of the excitement of the awards to four regional events – more to follow soon!


Enjoy the read.


PENNA2016:Following our successful Awards we are planning to bring some of the best practice to a series of regional events.  We are finalising the details for four events and so far have fixed two dates: 21st June in Leeds and 11th July in London.  More details will be issued soon, but please make a note of these dates in your diary.


If you have any questions please contact the team on 033 33 44 7060 or


This Month’s Case Study
Nottingham University Hospitals – Think Drink Project
About the ProjectThink Drink initiative was established in 2015 at NUH. The cause and extent of the problem was identified through audit data of fasting times for patients’ waiting for surgery and valuable Patient Public Involvement feedback from patients about their experiences. The audit data indicated excessive fasting times for patients across the trust, an average of nine hours; this coupled with some negative feedback from patient, saying they were very thirsty and kept without fluid for long periods prior to their surgery. The overall aim of the initiative is to minimising fasting times for patients across the trust thus improving patient outcomes and experience, reducing dehydration and morbidity.


PEN News

Ruth Evans at PEN

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Latest Tweets

To keep in touch with our latest news follow us on @PEN_NEWS – this is where we share the good things going on in healthcare – or join our LinkedIn group PENFriends.
Leadership News
Hospital Impact: What one health system executive learned from shadowing frontline staff
The newest faces in hospital C-suites are focusing on patient engagement
Caring to change: How compassionate leadership can stimulate innovation in health care
Patient Experience News
Ireland launches first ever patient experience survey
Geisinger’s nursing bundle improves consistency, quality of patient experience
Nurses sitting at the bedside linked to higher patient experience scores
Is Sitting the New Patient Communication Strategy for Nurses?
Hospital Impact: For a better patient experience, focus on the outcomes that matter most
6 Steps to Improving the Patient, Family Engagement Process
Local News
Scheme where patients dine with their family at Norfolk and Norwich Hospital recognised at national awards
Technology News
Do caregivers need a Parkinson’s disease simulation device to experience empathy?
How to master patient onboarding in 3 steps
Masterclass: Complaints Handling & Response LettersTuesday 23 May 2017
De Vere West One Conference Centre

This interactive and practical workshop will provide a structured approach to complaints handling and response writing.  Delegates will be taken through a methodology that will ensure that all complaints are properly investigated and that responses will stand up to scrutiny. There will be a complaint and letter writing case study during which delegates will receive feedback from the trainer.

For further information and to book your place visit or email



Me first Masterclasses 2017

Upcoming training dates:

London:  5th June 2017

London:  7th July 2017

Birmingham:  26th July 2017

Me first is an education and training resource that helps health and social care professionals to develop their knowledge, skills and confidence in communicating with children and young people.

The Me first masterclasses, which are co-delivered with young people, support healthcare professionals to apply the Me first communication model to their practice. The training builds on attendee’s existing skills and expertise, and utilises quality improvement techniques to enable healthcare staff to embed learning in their clinical practice.

Please visit or email us at to sign up for training.



The future for medical technologies, devices and diagnostics: accelerating access, self care, and early indications from Innovation Test Beds

Morning, Thursday, 29th June 2017

Central London


Following the launch of the NHS Innovation Accelerator, this seminar will be a timely opportunity to assess indications from the test bed sites, and next steps for developing the role of technology in healthcare to support new models of care.

Discussion will be informed by the publication of the Accelerated Access Review, particularly in respect of its recommended establishment of a digital health technology catalyst, and advice to NICE to review its health technology assessment processes.

Further sessions will focus on utilising technology to promote self care, the growth of wearable technology, and the next steps and challenges for industry following Brexit.


Patient Leadership Summit

Friday 7 July 2017
De Vere West One Conference Centre, London

This national summit chaired and co-produced with Jonathan Hope Patient & Co-Chair ‘Realising the Value of Individuals’ NHS England will focus on the important issue of Patient Leadership and how you can support patients in your organization to co-design and improve services, how you can help patients to develop patient leadership skills and how to effectively work with patient leaders.

For further information and to book your place visit or email

Follow the conference on Twitter #patientleadership

Our 20% discount is available by quoting ref: hcuk20pen  when booking.(*Cannot be used in conjunction with any other offer.  Full T&Cs available upon request.)


Measuring, Understanding and Acting on Patient Experience Insight

Monday 18 September 2017


The CQC State of Hospitals Report, 2 March 2017 states that “Changes to improve pathways of care, patient experience, and outcomes can also have significant cost savings”
By attending this conference delegates will focus on measuring, understanding and acting on patient experience insight, and demonstrating responsiveness to that insight to improve care. Through national updates and case study presentations the conference will support you to measure, monitor and improve patient experience in your service, and demonstrate responsiveness to the feedback you receive

For further information and to book your place visit email: or call Carolyn Goodbody on 01932 429933

A 20% discount is available which can be claimed by quoting ref: hcuk20spkr


Useful Resources 
Negotiating the Care Maze in poetry
Caring to change: How compassionate leadership can stimulate innovation in health care
What? Why? Children in Hospital
SPEAK -It’s a two way thing  An NHS East and North Hertfordshire video to raise awareness for effective communication between healthcare professionals and young people. SPEAK – S = Slowly, P = Politely, E = Easily, A = Adapt, K = Kindly
In case you missed it
Soapbox: The Power of Emotional Contagion
Follow. Visit. Email.

Nottingham University Hospitals – Think Drink Project

Case Study – May 2017    

 nottingham uni

Nottingham University Hospitals – Think Drink Project

About the Project

Think Drink initiative was established in 2015 at NUH. The cause and extent of the problem

was identified through audit data of fasting times for patients  waiting for surgery and valuable Patient Public Involvement feedback from patients about their experiences. The audit data indicated excessive fasting times for patients across the trust, an average of nine hours; this coupled with some negative feedback from patient, saying they were very thirsty and kept without fluid for long periods prior to their surgery. The overall aim of the initiative is to minimising fasting times for patients across the trust thus improving patient outcomes and experience, reducing dehydration and morbidity.

think drink

Think Drink is a very special project, it is not a difficult concept it is about a change in culture that has been longstanding across not only Nottingham University Hospitals but lots of hospitals across the NHS. Such a simple idea has had such a positive and wide spread impact on improving our patients’ experience; the project has encompassed all wards and departments and really is Trust Wide. Changing the longstanding culture of ‘nil by mouth from midnight’ has had minimal cost implications for us as a Trust and makes such an immense difference to our patients experience and outcomes.

In terms of contributing to the project’s success, it would not have been made possible without increasing awareness of the benefits of shorter periods of fasting to both staff and patients. Improving communication between theatres and ward staff with the development of specific guidelines and algorithms to simplify the process of fasting.

The project is a simple but innovative project which aims to minimise fasting times for our patients to improve patient experience and outcomes. Complications of excessive fasting are a patient safety issue; minimising fasting times reduces dehydration, hypoglycaemia and potentially reduces the incidence of electrolyte imbalance and acute kidney injury.

Implementation has been made possible by the inclusivity of all staff, students and patients through education and training. This has been achieved by developing and adopting specific eating and drinking guidelines and an approved drinks list and incorporating ‘Think Drink’ moments in theatre briefings in order to enhance decision making and communication.

Education and training of staff, students and patients has been undertaken across the whole of the organisation by credible and enthusiastic champions to promote engagement. The success has been measured by improved feedback and audit data; fasting times have reduced from 9 hrs to 3.5 hrs.

More importantly for sustainability, there appears to have been a cultural shift. Wards are more aware of prolonged fasting, and theatres are more comfortable with shorter periods of fasting.

Other organisations across the NHS have shown interest in the project, challenging long held perceptions is not easy and requires persistence and credible champions.


How Did We Achieve It?

A Project Group was formed which was made up of various members of the multi-disciplinary team including nurses, dieticians, anaesthetists who analysed the feedback from patients and the audit data which was then disseminated to theatre and ward staff at team meetings along with an action plan. The reasons for excessive fasting were explored from both process (theatre list planning, clarity of information given to patients), cultural (the ritual of ‘nil by mouth from midnight’) and educational (what are the recommended fasting times) paradigms.

Innovative solutions were generated by on the ground staff aiming to improve both patient outcomes and experience. The interventions targeted staff and patient understanding of the rationale for limited fasting, and ways to facilitate safe fasting times within changing theatre schedules. Small scale rapid pilots were used to refine the guidelines before wider roll out.

Theatre briefings now include a ‘Think Drink’ moment where a named member of the team clarifies with the anaesthetist and surgeon which patients can drink and until what time, based on the expected duration of cases. This is done for all patients on the theatre list and repeated during the day, this is communicated to the ward and admission areas. Ward and admission areas are then able to offer patients drinks up to two hours prior to their procedure. Patients are able to choose from a specially formulated drinks list to further improve their experience this includes: tea and coffee with no more than one fifth of skimmed, semi or soya milk, dilute squash, still energy drinks or drinks part of the enhanced recovery after surgery. The project guidelines incorporate adult and paediatric patients and include elective and emergency patients.

In terms of delivering and embedding the project, a Project Lead was employed to work closely with theatre and ward areas throughout the hospital, disseminating the guidelines and providing education and training to all staff and patients in order to promote understanding and engagement.


What Have We Achieved?

The Projects efficacy has been measured by improved patient feedback; this has been collated in a number of ways. One of the ways in which this has been collated is in the form of PPI feedback, the feedback received thus far has been exceptionally positive. Another measure used to assess the impact of the project is audit data of fasting times for patients across the Trust. This has reduced from 9 hours to just 3.5 hours which is a huge improvement especially given the size of NUH and the enormous culture change required.

We continue to gather feedback and have seen a reduction in negative comments regarding excessive waits; however on-going comments have enabled us to focus on continuous improvement. As a Trust we have made huge inroads in changing the culture and ritualistic practice of ‘nil by mouth from midnight’. This has only been made possible by improving knowledge and communication and cohesion between staff and different specialities.

Moving forwards in order to sustain the fantastic success of the project, we aim to continue to carry out regular teaching sessions for staff by developing a video; this can be shown to students and staff at Trust induction days and mandatory training.

With the implementation of specific eating and drinking guidelines, think drink moments and algorithms we have made a sustained change in culture. New staff coming into the Trust perhaps unaware of the Project and guidelines will see it being championed and learn from the example set by other staff.

Nutrition link professionals continue to champion the project in individual ward areas. Furthermore, patient information will be made available on the intranet to reinforce the importance of remaining hydrated prior to surgery, not only in terms of patient experience but examining and explaining some of the complications which are attributable to dehydration and pre-operative fasting.

The initiative is extremely relevant to other trusts in the Country, the project has enabled us to greatly increase patient experience whilst at the same time improve patient outcomes.  Using the most up to date evidence for fasting showing that long periods of fasting are no longer beneficial and that shorter period of fasting have better outcomes for patients. NUH have recently been shortlisted for a Nursing Times Award for the Project and the Project has received positive recognition in NUH’s recent CQC report.

Learning Points

  • Challenging the long-held dogma (‘nil by mouth from midnight’) is not easy and requires persistence and credible champions.
  • When there are competing pressures (reducing starvation versus perceived risk of list delays/cancellations) these need to be discussed openly.
  • Focussing the project on the patient rather than the process allows staff to speak up as the patients’ advocate.
  • Small things, such as clarifying what fluids are allowed until what time can make a huge difference to our patients.

Cambridgeshire Community Services NHS Trust

Beads of Courage: Making a Difference for Each Child

General Summary

The Beads of Courage programme was introduced to the UK, from America, through the paediatric oncology units. The beads are a concrete visual representation of each intervention a child has undergone during their treatment, helping them talk about their condition, fears and hopes. As a Community Children’s Nursing team, the children and young people (CYP) we support with cancer started to receive the beads supplied to us by the Regional centre.

Mags Hirst, our play specialist, recognised the benefits of this scheme and was passionate about extending it locally to the many children we care for complex and life-limiting illnesses, but who do not have cancer.  As the beads are not funded by the NHS, as a team we identified funding streams to ensure sustainability and to ensure local CYP could continue to benefit from these. The Beads provide them with a unique approach to personalising care by working in partnership with CYP and their families, enabling them to understand and talk about the impact of their condition and treatment on their daily lives.

The beads and the story they tell are unique to each child, their siblings and their families. The beads build a picture and a memory for each family that they can keep and reflect on. It gives credibility to their journey in a concrete and understandable way that can be used to explain to a child, when they are  older, what had happened to them, or as memory for the family if their child is no longer with them.

We were the first team in the UK to introduce the beads for children and young people with a non- oncology diagnosis, and the celebration annually of the children and their beads is a spectacular, happy, exciting event. With the positive attitude and leadership demonstrated by Mags, a willingness to identify unique elements of each child’s journey, and our ability to  share a joint, team vision, keeping children and families at the centre of what we all do, we have been able to work together to truly benefit children.  These benefits are achieved at the most challenging time in a family’s life and through the most painful journeys they will ever have to face, providing a platform for them to express their own, unique stories and paths



As a service we aim to provide individualised, compassionate care and believe that the Beads of Courage, in a small way, can give credibility to the child and their family of the challenges they face on an almost daily basis for, what is often, a lifetime.

The Beads of Courage embrace and celebrate each child’s unique experience and personal journey with regards to their complex or life limiting condition.

The beads are a physical reminder of each child’s personal story; their treatments, every hospital attendance, every visit by a community nurse, every intervention they have to have, and gives CYP the opportunity to build a visual representation of their personal journey, supporting their emotional, social and spiritual needs.  The beads also provide a way to open and improve dialogue not only within families but with those around them, such as friends at school and other professionals who may not have the broad understanding of the challenges and achievements each CYP has on their journey

We also provide beads for siblings.  These recognise the challenges siblings face with having a brother or sister who is unwell and who is often away from home.  They also provide a way to celebrate and acknowledge the support siblings provide as carers and recognise the impact having a child with a life-limiting illness in the family can have on siblings, for example when parents are away from home with the poorly child or miss family and school activities.



Mags Hirst provided the leadership for introducing this innovation for children with life-limiting illnesses.  She contacted the programme lead, and explored the use of the beads in a wider context. We were informed that the licence was available for CYP with life-limiting, non-oncological conditions and complex health issues. We then sourced initial funding and became the 1st team in the UK to provide the beads outside the oncology world.

We identified a pilot group of CYP already known to the team, and in partnership with the children and their parents, discussed if this was an innovation they would welcome.  The feedback was incredibly positive with universal agreement that this was something to be rolled out and which would benefit their child, as well as the wider family and friends.

Our pilot consisted of 8 CYP and we provided families with ‘Bead diaries’ to help us understand and evaluate the benefits of the beads in terms of family memories and recall, as well as the costs involved in providing the beads retrospectively to the point of diagnosis. Without exception, each family enrolled on to the pilot programme was able to comprehensively complete their child’s diary, one family being able to recall 9 years of complex care.

Through our initial investment, Mags was able to purchase the beads required to commence the pilot and complete these CYP bead collections. Each family has reported back the positive benefits and the therapeutic value of threading the beads alongside their children.  The therapeutic value reported included enabling families to remember and talk together about the detail of the treatments received, including the pain experienced and courage shown by the children and the great pride parents had in their child’s ability to face these challenges.

Our electronic records incorporate a care plan which highlights the beads programme as an intervention in itself, so that we can ensure all children and their siblings, who are eligible for the beads, are considered for the programme and the beads offered


The positive impact of the beads cannot be emphasised enough. Children and young people now have a voice that they may not have had previously. They are able to discuss and articulate their own, individual, stories in words and language they understand. The children, and their families, are able to take their unique combination of beads to hospital and clinic appointments and express what has happened to them since they were previously seen.

The impact on professionals has been astounding, most have never contextualised what it means to be a child or young person with a complex or life limiting condition. To see the beads, threaded together, is a very humbling experience for both clinicians and non-clinicians and is a reminder of why we all work in the roles we do and that all of us are working together to ensure positive experiences of health care for our patients or client group

We wanted to give the CYP a voice, a way of talking through their experiences, fears and successes.  We have evidence of a young girl who was selectively mute, as a result of her fears and worries due to her ill health.   Using her beads as a platform to speak, she was able to explain to people what scared her and what she has endured and earlier this year she was supported by Mags to stand up in school assembly and talk about her journey

We are measuring the beads in terms of cost and report 1/4ly on this to our financial team and donors, to ensure effective and appropriate use and ongoing sustainability of the beads


The greatest measurement we have is qualitative from the feedback and engagement from the children and their families both in terms of engagement with the initiative, a positive expectation that the children will receive their beads from the nurses who visit them, the accumulation of retrospective beads for interventions by professionals outside of the team and increasing attendance at our annual tea party for children and families where we celebrate the immense courage and bravery the show each day.


Key Learning Points

  • Be open and honest when discussing the purpose of the beads with families and children before they start on the initiative
  • The reflection needed can be painful for families and this needs to be supported
  • The ongoing funding needs to be considered as this needs to be sustainable, families and children will discuss and compare, so there needs to be equal access
  • Storage….you will needs lots of storage!

Making the inaccessible, accessible

sign Solutions

sign solutions photo 1Deaf people have always struggled with access to the NHS. The barriers to access can take many forms, whether it be needing an interpreter to talk to a doctor, or just making sense of the NHS leaflets and website information.

The introduction of the Accessible Information Specification, has provided NHS trusts with guidelines on how to meet the needs of their local Deaf community. Targeted to meet the minimum standards of the specification by July 2016, trusts have already implemented vital changes to improve how patients access the NHS services. However, the specification details further measures such as ensuring all patient information is available in the patient’s first or preferred language and that they are empowered to communicate instantly, to cover any emergency communication requirements.

At last technology has the answer, through on demand video Interpreting technology.

For the NHS, the video interpreting system enables profoundly Deaf patients to have instant access to a clinician in person at the trust or over the phone, through a registered and qualified British Sign Language Interpreter. This allows vital information to be communicated simply, easily and on demand 24/7. The system essentially removes the communication barriers for Deaf people, by giving them the freedom and independence to communicate with and access the services provided by their local NHS trust.

sign solution sphot 2

The Accessible Information Specification is designed to take a specific yet consistent approach to identifying, recording, flagging, sharing and meeting the information and communication support needs of patients, service users, carers and parents. It is applied right across the NHS and the adult social care system and has required the organisation to make a number of changes to policy, procedure, human behaviour, and, where applicable, electronic systems.

The standard defines the steps that NHS organisations need to take in order to make ‘reasonable adjustments’ under the equality Act 2010. An effective implementation of the said standard will lead to a number of benefits, including improved outcomes, heightened experiences, and the provision of safer and more personalised care and services to those individuals who find themselves within the Standard’s scope.

InterpretersLive! provided by Sign Solutions, uses existing computers/tablets and can even make use of existing packages such as Microsoft Lync to obtain a qualified and registered BSL interpreter on demand or via the trusts website to enable patients to make calls from home 24/7/365.

We can also offer translation of leaflets and letters for Deaf patients as well as face to face provision of Interpreters for planned appointments.

We are dedicated to making the world accessible for Deaf people to ensure they are able to fully participate and possess all the knowledge needed to make informed decisions. We can assist trusts in developing their systems and staff knowledge through Deaf Awareness training.

The introduction of the aforementioned services brings the NHS closer to meeting the Accessible Information specification requirements and further increases the accessibility rating of their website

To find out more about Sign Solutions and their innovative InterpretersLive! service visit


Clare Vale

Managing Director

Sign Solutions

0843 178 0783