How to Access Translation and Interpreting Services in Health, Social Care and Libraries

If English is not your first language, or you use British Sign Language (BSL) or another communication method, accessing care can feel intimidating. Yet in the UK, you have a right to understand your health, social care and community services – and to be understood in return. Professional translation and interpreting services exist precisely to make that happen.

Across the NHS and wider public sector, organisations are expected to meet people’s language and communication needs, including through spoken language interpreters, BSL interpreters, and translation of written information. Guidance from bodies such as the General Medical Council and UK public health agencies makes clear that effective communication is essential for safe, ethical care, and that language support is often necessary to achieve this.

This guide explains how to access translation services and interpreting support in three key settings:

• Health services (GPs, hospitals, dentists, pharmacies, opticians)
• Social care (adult and children’s services, social workers)
• Libraries (public libraries and community learning services)

You’ll find clear, step-by-step advice for individuals, families and professionals, plus practical examples, FAQs and guidance on when specialist agencies such as Locate Translate can help.

What do translation and interpreting services actually do?

Before looking at how to access them, it helps to understand what these services are – especially in health and social care, where accuracy can affect safety and outcomes.

Translation vs interpreting

Authoritative guidance makes a clear distinction between translation and interpreting:

• Translation services convert written information from one language into another, such as:
  • Appointment letters and patient information leaflets
  • Care plans, assessment reports and social care documents
  • Library notices, forms and learning materials
• Interpreting services convert spoken or signed communication between languages in real time, for example:
  • A spoken-language interpreter in a GP, hospital or social work appointment
  • A BSL interpreter supporting a Deaf person during a consultation
  • Telephone or video interpreting during urgent or remote appointments

In health and social care, what is often called “translation services” usually includes both translation and interpreting. So when you see questions such as “what is translation services in health and social care?” the answer normally covers this full bundle of support: translating written information, and interpreting spoken or signed communication so everyone can participate safely and equally.

In libraries, “translation services” may include:

• Helping users understand letters or forms by signposting to translation providers
• Providing bilingual staff or community language sessions
• Giving access to translated materials, dictionaries, software and online tools

We’ll return to what is translation services in libraries later, when we look specifically at public library support.

Why language support matters – for safety, fairness and dignity

Access to appropriate interpreting and translation isn’t a “nice to have” – it’s often the difference between safe care and serious harm.

Research in medical settings shows that using trained interpreters improves the quality of care and reduces clinical errors compared with ad-hoc or untrained interpreters. Guidance from UK health bodies emphasises that:

• All reasonable efforts must be made to communicate effectively with patients.
• This includes meeting language needs for people who do not use English fluently.

When language support is missing, patients may misunderstand diagnoses, treatments or consent forms, or avoid seeking help altogether. Recent reports have highlighted serious communication failures for Deaf patients when interpreters or accessible communication weren’t provided, with people even missing vital information about life-limiting conditions.

Using family or friends as interpreters might feel convenient, but multiple studies and best-practice guides warn of risks:

• Misinterpretation of clinical information
• Breaches of confidentiality
• Pressure on the patient, especially in cases involving abuse, mental health or sensitive topics

That’s why professional interpreting and translation services – properly commissioned and regulated – are central to safe, person-centred care in both health and social care.

Your rights to translation and interpreting in health and social care

Across the UK, laws and policies such as the Equality Act 2010, NHS duties and national policies on interpreting and translation make three key points:

1. You have a right to accessible communication.
   Health and care providers must take reasonable steps to ensure you can understand information about your care and express your views.
2. You have a right to a professional interpreter where needed.
   Guidance for NHS services stresses that patients should be offered a registered interpreter, and that relying on friends or family is poor practice except in very limited circumstances, and only with informed consent.
3. You should not be asked to pay for interpreters in publicly funded care.
   In NHS care and many local authority services, the organisation – not the patient – is responsible for booking and paying for interpreting and translation so that communication is equitable.

If you’re unsure what you’re entitled to, you can ask your GP practice, hospital, social worker or council directly:

“I need language support at appointments – how do I access translation and interpreting services with you?”

The rest of this guide shows how to do exactly that in practice.

How to access translation and interpreting services in health settings

This section covers GP practices, hospitals, outpatient clinics, dentists, opticians and pharmacies.

When booking your appointment

The easiest time to arrange language support is when you first book. Guidance from NHS and regional care systems suggests:

1. Tell the service as early as possible that you need an interpreter or translated information.
2. Explain your preferred language and format, for example:
   • “I speak Arabic and need an Arabic interpreter.”
   • “I’m Deaf and use BSL – I need a BSL interpreter.”
   • “I need my appointment letter translated into Polish.”
3. Ask them to record your communication needs in your record so the right support is arranged automatically for future appointments.

You might say something like:

“At my appointments I need a [language] interpreter. Please record this on my file and arrange professional interpreting each time. I understand the service pays for this.”

Regional guidance for areas such as Greater Manchester makes clear that it is the healthcare provider’s responsibility to book and pay for interpreting or translation – not the patient’s.

Types of interpreting you can access

Most NHS organisations now commission a mix of interpreting and translation options, which may include:

• Face-to-face spoken language interpreters – in the room with you
• Telephone interpreting – a three-way call between you, the clinician and the interpreter
• Video interpreting – particularly useful for BSL and for remote clinics
• BSL and other non-spoken support, such as speech-to-text operators, lip speakers or Deafblind communication support
• Document translation – appointment letters, consent forms, discharge summaries and patient information

Your provider will normally decide which option fits the situation, but you can explain your preferences – for example, if you rely on visual communication and need BSL on video rather than telephone interpreting.

During the appointment

Once the interpreter is present (in person, by phone or video):

• The interpreter should introduce themselves and explain their role as impartial and confidential.
• The clinician should speak directly to you, not to the interpreter.
• You can ask for clarification at any time – the interpreter is there to make sure you fully understand and can express yourself.

If anything feels uncomfortable – for example, if a family member is being used instead of a professional interpreter when you don’t want that – you can say:

“I would prefer a qualified interpreter who is not a family member. Please arrange this for future appointments.”

What about NHS 111 and urgent care?

National guidance notes that services such as NHS 111 can provide confidential telephone interpreters in a wide range of languages.

When calling 111, you can say (or have someone say):

“I need an interpreter in [language].”

For urgent care or emergency departments, hospitals should have access to rapid telephone or video interpreting, including sign language support.

Maternity, children and sensitive situations

Policies for maternity and children’s services are particularly clear that partners or relatives should not be used as interpreters for key conversations because of safety, confidentiality and safeguarding risks.

If you’re pregnant, attending paediatric appointments or discussing sensitive issues such as domestic abuse or mental health, you can insist on a professional interpreter and ask that this is documented in your notes.

How to access translation and interpreting services in social care

Social care includes services such as adult social work, children’s services, carers’ assessments and community support.

Local authority procedures highlight that interpreter and translation services should be arranged as soon as the need is identified, once the person has given consent.

Telling your social worker or council you need language support

When you first contact adult or children’s social care – whether by phone, online form or referral – you can say:

“I have difficulty communicating in English. I need an interpreter in [language]/I use BSL. Please arrange professional interpreting for all meetings and send any written information in a language or format I can understand.”

Key points:

• Social workers should not rely on your child or other relatives to interpret, except in very limited, risk-assessed circumstances.
• If you receive care and support reviews or care plans in English only, you can ask for them to be translated into your language or discussed with a professional interpreter.
• Councils often have contracts with specialist language service providers, so the cost of translation and interpreting is covered by the organisation, not the individual.

What is translation services in libraries – and how to access them?

Libraries are more than places to borrow books. Many act as local access points for community information, digital inclusion and support in different languages.

Articles on library practice describe how libraries:

• Provide access to translated materials – books, leaflets and online databases in multiple languages.
• Offer online tools and dictionaries to support ad-hoc translation.
• Work with councils’ contracted providers of translation and interpreting services, referring residents who need help understanding official letters or completing forms.
• Host ESOL classes, conversation groups and multilingual storytimes to support inclusion.

So, what is translation services in libraries? In practice, it often means:

• Staff signposting you to council translation and interpreting services.
• Helping you use bilingual resources and online translation tools.
• Sometimes providing a limited in-house translation or interpreting offer for specific services (for example, community information sessions).

How to ask your library for language support

At your local library:

1. Go to the information desk and explain your language or communication needs.
2. Ask what translation and interpreting services are available through the council or partner organisations.
3. If you’ve received a complex letter or form, ask whether they can refer you to a translation service or help you contact the relevant department.

Libraries can’t usually provide certified translations for legal or immigration purposes – that’s where specialist providers such as Locate Translate come in – but they can be a crucial gateway to information and support in your language.

Step-by-step: how to access translation services wherever you are

Here’s a simple framework you can use in any setting – health, social care or libraries.

Step 1: Identify what you need

Be clear about:

• Your language (and dialect, if relevant)
• Whether you need spoken interpreting, BSL or other non-spoken support, written translation, or a combination
• Any access needs (for example large print, easy-read or Braille)

Step 2: Tell the service provider as early as possible

When booking or making first contact, say that you need language support and ask for it to be recorded on your file.

Step 3: Ask what they can arrange

You can ask:

• What types of interpreting (face-to-face, telephone, video, BSL) are available
• Whether letters or reports can be translated into your language
• How far in advance they need to book interpreters

Step 4: Confirm that you will not be charged

For NHS and local authority services, you can politely check:

“My understanding is that translation and interpreting services are provided without cost to the patient/service user. Can you confirm this?”

Step 5: If problems arise, escalate

If you are told to bring your own interpreter or that no support is available, you can:

• Refer to your rights under equality and accessibility duties.
• Ask to speak to a manager, Patient Advice and Liaison Service (PALS) or complaints team.
• Seek advice from advocacy organisations, charities or support groups working with migrants, refugees, Deaf and disabled people.

Step 6: Use specialist providers for personal, legal or certified needs

For situations outside routine public services – such as visa applications, professional registration, court documents or academic transcripts – you may need certified translations from a specialist provider like Locate Translate, rather than the free translation services used inside the NHS or council.

These specialist services can:

• Provide official translations that meet specific authority requirements
• Offer urgent turnaround when deadlines are tight
• Deliver sector-specific expertise in healthcare, legal, social care and education terminology

Why you should avoid using family and friends as interpreters

It’s very common for relatives, children or friends to step in and “interpret” – especially in busy services. However, research and policy consistently warn against this as a default approach:

• Accuracy risks: Untrained interpreters are more likely to omit, add or change information, which can affect diagnoses and consent.
• Confidentiality issues: Patients may feel unable to disclose sensitive information – such as domestic abuse, sexual health concerns or mental health struggles – when a family member is interpreting.
• Role conflicts: Children or partners may feel pressured or blamed, damaging family relationships.

Policies recognise that competent adults can choose to use a trusted person, but only after being informed of the risks, and the decision should be clearly recorded. Even then, services remain responsible for making professional interpreters available and should insist on them in high-risk situations.

If you’re ever uncomfortable with a relative interpreting, you can say:

“I don’t feel comfortable with my family member interpreting. I would like a professional interpreter.”

Working well with interpreters and translators – tips for professionals

If you’re a clinician, social worker, librarian or service manager, how you work with interpreters and translators can transform people’s experience of care.

Guides on involving language professionals in health and social care recommend:

• Plan ahead: Build interpreting and translation costs into project and service budgets.
• Book the right modality: Choose face-to-face, telephone, video or BSL services based on clinical risk, complexity and user preference.
• Brief the interpreter: Share aims, topics and any specialist terminology before the appointment.
• Speak to the person, not the interpreter: Maintain eye contact and rapport with the patient or service user.
• Allow extra time: Interpreted conversations usually take longer; plan appointment lengths accordingly.
• Check understanding: Summarise key points and invite questions through the interpreter.

For written translation, working with a specialist provider who understands health and social care terminology, plain language and accessibility will improve quality and reduce risk.

How Locate Translate supports health, social care and libraries

Locate Translate works with organisations across health, social care and community services to make communication safe, inclusive and efficient.

Support for health providers

For NHS and independent healthcare organisations, Locate Translate can help you to:

• Translate patient information leaflets, consent forms and clinical letters into community languages.
• Provide certified translations for medico-legal reports and cross-border care.
• Arrange spoken-language interpreters for consultations, remote clinics and multidisciplinary meetings via in-person, telephone or secure video platforms.
• Support BSL and non-spoken interpreting through specialist partners where required.

If you’re planning a new clinic, service redesign or research project and need a robust language access plan, you can contact Locate Translate to create a tailored translation and interpreting framework that fits your pathways and budget.

Support for social care teams and local authorities

For councils and social care providers, Locate Translate can:

• Translate care plans, assessment documents, safeguarding reports and public information into multiple languages.
• Provide interpreters experienced in adult social care, children’s services and mental health.
• Help align your language access approach with equality duties and best-practice guidance.

A coordinated language strategy reduces risk, improves trust and helps people participate fully in decisions about their care.

Support for libraries and community learning

For library services and adult education providers, Locate Translate can:

• Translate library communications, event materials and online content into key community languages.
• Provide interpreters for community workshops, information sessions and outreach events.
• Help you create multilingual signage and way-finding so that buildings feel welcoming and accessible from the moment people enter.

If you’re responsible for a health, social care or library service and want dependable, professional language support, you can get in touch with Locate Translate today to discuss a bespoke translation and interpreting package that fits your community’s needs.

Frequently asked questions about accessing translation services

1. Do I have to pay for an interpreter in the NHS or social care?

In publicly funded health services and many local authority social care services, you should not be charged for interpreters or translation needed to access your care. These are normally commissioned and paid for by the organisation, under equality and accessibility duties.

You may need to pay for translation only when it relates to private matters outside routine care (for example, visa applications), in which case using a specialist provider such as Locate Translate is appropriate.

2. How do I ask my GP or hospital for an interpreter?

When booking, say clearly:

“I need an interpreter in [language]/I use BSL, so I will need a BSL interpreter for my appointment. Please record this in my notes and arrange an interpreter each time.”

Request that this is written into your record so you don’t need to repeat it for every visit.

3. Can my child, partner or friend interpret for me?

Guidance strongly discourages relying on family or friends as interpreters because of accuracy, confidentiality and safeguarding risks, especially for children.

You can insist on a professional interpreter and only agree to a relative interpreting if you fully understand and accept the risks. Staff should record this decision clearly.

4. What is translation services in health and social care?

In health and social care, translation services usually means a combination of:

• Translating written documents (letters, leaflets, care plans, forms) into your preferred language
• Providing interpreting for consultations and meetings, including spoken-language and BSL support

These services are commissioned so that people can understand information about their care and participate equally in decisions.

5. What is translation services in libraries?

Translation services in libraries typically include:

• Access to materials in multiple languages
• Help using translation tools and bilingual resources
• Signposting to council-wide translation and interpreting providers

Libraries often act as gateways to wider language support, rather than replacing specialist agencies that provide certified translations for legal or immigration purposes.

6. Are telephone or video interpreters as good as in-person interpreters?

Telephone and video interpreting can be excellent for many situations, especially quick or urgent appointments or where there are few local interpreters in a given language. Research suggests that trained interpreters, regardless of modality, improve quality and safety compared with untrained or ad-hoc interpreters.

However, for complex, sensitive or high-risk discussions – or where body language and visual cues are essential – in-person or high-quality video interpreting may be preferable.