PHS FOI 2026-002358
- Date of request
- 17 February 2026
- Date of response
- 16 March 2026
- FOI request ID
- PHS FOI 2026-002358
- Corporate information
Request
Spend, Suppliers & Contracting
- Total spend on:
- Interpreting
- Translation
- Transcription
- Who is your current supplier(s) for language services?
If multiple suppliers are used, please specify which services each supplier delivers. - Who is your provider for non‑spoken language services (e.g., BSL/ISL)?
- Who is your provider for transcription services (if separate)?
- Do you employ any in‑house interpreters or translators?
- Contract expiry dates:
- a) Without extensions
- b) With all extensions applied
- Name, phone number and email address of the contract manager for language services.
- Name, phone number and email address of the person responsible for the language services budget.
- Do you have any minimum durations set for interpreting bookings?
If yes, please specify for each service type (spoken, non‑spoken, telephone, video).
Activity Data – Latest Full Financial Year
- Total number of:
- Face‑to‑face interpreting assignments (spoken) + total hours
- Face‑to‑face interpreting assignments (non‑spoken) + total hours
- Telephone interpreting calls + total minutes
- Video interpreting calls (spoken) + total minutes
- Video interpreting calls (non‑spoken) + total minutes
- Document translations + total words translated
- Audio transcriptions + total audio duration
- Top 20 highest‑volume languages for interpreting/translation.
Performance, Fulfilment & Complaints
- Fulfilment rate (%) for:
- Face‑to‑face interpreting
- Telephone interpreting
- Video interpreting
- Document translation
- Audio transcription
- Number of language service complaints received in the latest full financial year.
- Percentage of positive vs negative feedback received regarding language services.
- Languages your provider has been unable to source in the last 12 months.
- Have any service credits been applied in the last 12 months?
If yes, what performance issues were they linked to?
Social Value, Tender Information & Pricing
- Social value delivered under this contract in the last 12 months.
- If tendered, please provide a copy of the winning bidder’s tender submission.
- Contracted rates for:
- Spoken face‑to‑face interpreting (hourly)
- Non‑spoken face‑to‑face interpreting (hourly)
- Telephone interpreting (per minute)
- Spoken video interpreting (per minute)
- Non‑spoken video interpreting (per minute)
- Document translation (per word)
- Audio transcription (per audio minute)
- Has your provider increased their rates in the last 12 months?
- What is the Authority’s typical route to market for procuring language services?
Assistive Technology (BSL / Deaf Access)
- Do you have a VRS (Video Relay Service) on‑demand service in place allowing Deaf BSL users to contact you via video when phoning?
- Do you have a VRI (Video Remote Interpreting) on‑demand service in place for emergency/unplanned/immediate communication needs for Deaf patients or service users?
If yes to either:
- Who is the provider?
- When was the service introduced?
- Is it available 24/7?
- Is there a cost to the Authority?
Additional Data for the Most Recent Full Financial Year
- Total number of spoken language requests.
- Total number of non‑spoken language requests.
- Total spend on spoken vs non‑spoken language services.
- Fulfilment rates for spoken vs non‑spoken services.
Final Clarification Request
- If your provider offers additional provisions or specialist services (e.g., ISL, rare languages, emergency response, in‑person support, or other enhanced services), please provide details.