Language and communication barriers are among the leading drivers of health inequality in the NHS. Every day, millions of people struggle to understand or participate in their care, whether due to limited English proficiency, being Deaf or hard of hearing, or living with learning and literacy challenges.
To address these barriers, Bea Upton, Population Health and Health Inequalities Officer at Hampshire and Isle of Wight Integrated Care Board (HIOW ICB), explored ways to make translation and British Sign Language (BSL) support more accessible across hospitals, GP surgeries, and community pharmacies. This work formed part of an exploratory project within the NHS England Core20PLUS5 Ambassadors Programme, focused on tackling health inequalities through improved communication access.
As part of this work, HIOW ICB considered how CardMedic’s digital communication tool could complement existing interpreter and translation services, providing instant access to translated, BSL, and Easy Read content at the point of care, anytime of the day or night.
Exploring Digital Support for Equitable Care
Bea described how digital tools could contribute to reducing health inequalities:
“Accessible communication is central to equitable care. By exploring different tools and technologies, we can help ensure that language or sensory challenges do not prevent people from being fully informed and involved in their own care.”
Through the NHS England Health Inequalities Improvement Programme, Bea shared insights from the project, which reflected Core20PLUS5 priorities focusing on communities that face the greatest barriers to equitable care, including Deaf and non-English-speaking patients.
Collaboration Across the System
The project brought together colleagues from the Acute Trust’s Patient Advice and Liaison Services (PALS), and input from the commissioner for primary care translation services.
Together, the team identified key challenges in interpreter access, mapped service gaps, and explored how tools such as CardMedic might support consistency and speed of communication across care settings.
The initiative sought to ensure that every patient regardless of language, hearing, or literacy could be actively involved in decisions about their care.
Learning and Next Steps
The collaboration identified several areas for improvement, including the need for system-wide procurement approaches and patient-initiated access to translation and communication support.
Bea commented: “We’re learning a lot about how technology can support our vision for inclusive, person-centred care. The focus now is on building a sustainable model that meets local needs and supports national health equity goals.”
At CardMedic, we’re proud to have been part of this exploratory work and to support the ICB’s wider vision for inclusive and equitable care. Read our case studies to find out more about the work we’ve done.
Disclaimer:
This article describes a collaborative project between CardMedic and Hampshire and Isle of Wight Integrated Care Board (HIOW ICB) exploring approaches to accessible communication. Reference to HIOW ICB does not imply endorsement of CardMedic or its products. The project formed part of a wider exploration of tools and services designed to reduce health inequalities.
