Better communication needed for public services access

A new report from the Wales Audit Office has argued that public bodies need to do more to assist people who face language and communication barriers access the services they need.

Speak my language analyses legislation and policy and how public bodies, particularly councils and health services, make their services accessible to people who face language and communication barriers. Tackling interpretation and translation services for people who are deaf and use sign language, and people who do not speak English or Welsh as their main language, the report highlights a number of challenges for the provision of interpretation and translation services.

Its checklist covers five areas: understanding the communications needs of the local population; policies and procedures; sourcing interpretation and translation services; training for staff; and providing information to service users. The Wales Audit Office also recommends that the Welsh government consider widening the scope and coverage of relevant standards that currently apply to the NHS in Wales.

Anthony Barrett, assistant auditor general, said: “Public services need to ensure that everyone can access them, whatever their language or communication need. While there is some innovative practice across Wales, it is clear that public bodies can do more to consider and respond to the needs of those who face language and communication barriers. The checklist we have developed can help public bodies in doing this, and the case studies we have highlighted provide examples that they can learn from.”