Inclusive communication and language support

Inclusive communication ensures patients understand what they are being asked and what will happen next. It matters when there are language barriers, hearing loss, learning disability, dementia, anxiety, trauma or digital exclusion.

Plain language helps everyone

Use short, concrete sentences to reduce misunderstanding. For example, rather than saying "You need to use the triage pathway," say "I need to ask a few brief questions so the request goes to the right person." Avoid acronyms unless the patient already uses them.

Checking understanding is part of safe access and not a test. If a patient nods, answers quickly, or gives responses that do not match the question, consider whether language or communication support is needed.

When extra support may be needed

• The patient cannot understand the next step.
• A family member is speaking for the patient on a sensitive issue.
• The patient needs a BSL interpreter, spoken-language interpreter, easy read information or large print.
• The patient cannot use the digital or telephone route offered.

Communication is successful only when the patient can understand and use the next step.

Repeating the same words louder usually does not help. Change the method: use an interpreter, give written steps or easy read material, provide supported access, offer large print or hearing support, or use another local option. The patient should leave knowing exactly what will happen next.

Clear communication is especially important when patients are upset or time is limited. Shortened explanations in a busy queue can create repeat calls and more pressure. Clear first contact reduces later problems.

Interpreting and translation