Living Well Partnership (LWP), a Southampton-based Primary Care Network (PCN), serves a diverse population of over 45,000 patients—13% of whom speak little or no English. With more than 70 languages represented across eight GP surgeries, the Partnership explored how Pocketalk can help them tackle long-standing challenges with effective communication with patients who speak English as a second language (ESL).
The Challenge: Language Barriers in Healthcare
Despite having a telephone-based interpretation service, staff at Living Well Partnership faced several issues:
Long wait times for interpreters
Limited availability for rarer languages
Extended appointment durations due to interpretation delays
In partnership with SCALE Innovation, LWP agreed to participate in an organised trial of Pocketalk, a handheld AI-powered translation device that supports over 92 languages. Staff across LWP’s 8 GP surgeries were equipped with Pocketalk S2 Plus translation devices.
Funded by the National Institute for Health and Care Research (NIHR), the project aimed to explore how Pocketalk could improve communication in primary care triage settings.
The project was implemented in three stages:
Front Desk Interactions. Pocketalk was introduced at reception areas where ESL patients often arrive without prior notice. Multilingual posters informed patients of the new service, and staff were trained to use the device confidently.
Nurse-Led Scenarios. Nurses used Pocketalk during routine consultations, such as vaccinations and basic health queries, allowing for quick and clear communication.
Pharmacy Integration. Local pharmacies joined the initiative, using Pocketalk to improve customer service and support patients with non-clinical queries like prescription prepayment options.
Using Pocketalk to Drive Efficiency and Improve Communication Across Three Primary Care Settings
100 Pocketalk sessions were recorded during the 5 month study at LWP, totalling 12 hours of interpretation. According to Pocketalk’s Cost Savings Calculator, Pocketalk could deliver first year savings of £1,992 – a first year ROI of over 333%:
Over 5 months, 12 hours of interpretation = 720 minutes = 144 minutes per month
Assuming interpretation costs £1.50 per minute (low-end estimate), current annual costs = £2,592
Replacing current annual costs with 2 Pocketalk S2 Plus devices @ £599.98 = annual cost savings of £1,992
First year savings of £1,992 in relation to £599.98 cost of devices = 333%
The implementation of Pocketalk also aimed to improve the patient experience not only at LWP’s GP surgeries but also at connected pharmacies. While it is important to ensure patients are greeted and directed efficiently when they arrive at a surgery, the real benefits to both patients and staff are during consultative conversations.
Specific Themes – Nursing
Pocketalk provided faster translation support than both telephone services and Google translate, and a far more suitable solution than the latter given the sensitive nature of conversations.
While its suitability for complex scenarios was unclear based on the trial, it worked well for basic consultations such as vaccinations or simple queries.
Pocketalk enabled faster consultations, allowing nurses to spend more time with patients without relying on third-party involvement.
Specific Themes – Pharmacy
Pocketalk was considered more professional than services like Google Translate.
Pocketalk was useful for non-clinical conversations, such as informing patients about pre-paying for persecriptions to save money.
Pharmacists felt they were able to provide better customer service and had more opportunities to boost product sales due to the improved flow of communication.
Workflow efficiency improved by reducing patient conversation time, allowing pharmacists to manage queues more effectively.
Patients welcomed Pocketalk, and often expressed gratitude that their sensitive conversations were being handled professionally and with privacy. And pharmacists believed Pocketalk would help them to strengthen their relationship with their communities, especially with regular patients.
The Results: Clear Impact Across the Board
Over 100 sessions were conducted in 18 different languages, with overwhelmingly positive feedback:
83% preferred Pocketalk over telephone-based interpretation.
100% of staff agreed Pocketalk was acceptable, safe, and trustworthy.
93% found it easy to use.
Staff reported:
Improved workflow and faster consultations.
Increased patient privacy and satisfaction.
Reduced anxiety and better quality of care.
Stronger relationships with patients and communities.
“I loved it. It was so easy and much quicker than contacting a translator via phone.”
“Patients come in thinking they’ll struggle, and when they see Pocketalk, you can just see the big smile on their face.”
“Now when I’m at front desk, I don’t care who arrives—I’ve got Pocketalk to translate. I’m ready for anyone!”
A Step Forward in Inclusive Healthcare
The Pocketalk pilot at Living Well Partnership proved that technology can play a vital role in reducing health inequalities and improving patient care. While further exploration is needed for complex consultations, the Pocketalk device has already made a significant difference in routine settings.
By embracing innovation, Living Well Partnership has set a powerful example of how healthcare providers can better serve diverse communities, making communication more inclusive, efficient, and compassionate.
Are you are a communications reseller with customers who feel the cost and efficiency pinch points associated with outsourced translation services? Or are you an organisation looking to improve the way you communicate with patients, clients, customers or members of the public where language barriers exist?
