Written information, translation and digital routes

Patients may need translated appointment messages, accessible written information or help completing online forms. For some people written English is harder than spoken English, and for others the reverse is true.

Digital services can be straightforward for staff but create barriers for patients who cannot read English, cannot use the online form, share a phone, or rely on someone who may not be a safe or appropriate helper. Texts, emails or online requests only work if the patient can understand and act on them.

Written communication is not always easier

Some patients use spoken English well but cannot read written English confidently. Others read slowly, use translation tools, or depend on someone else to interpret letters. Health information often uses unfamiliar terms, dates, instructions and warnings that make it harder to understand.

Confirm the patient can use the format offered. A translated leaflet can help, but it does not replace an interpreter when the patient needs to ask questions, make a decision or explain symptoms.

Check usability

• Can the patient read the message?
• Can they use the online form?
• Is translated information available from an approved source?
• Is the patient relying on someone else to read private health information?
• Is machine translation safe enough for this task?
• Is there a safer alternative if digital access is not usable?

Be cautious with machine translation

Machine translation can help with basic directions, such as indicating where reception is or confirming a simple non-clinical instruction. It is not reliable enough for clinical advice, consent, safeguarding, complaints, legal information, medicines, test results or urgent safety instructions unless local policy explicitly permits its use.

Do not paste sensitive patient information into unapproved translation tools. Use approved translated materials and professional interpreters when confidentiality and accuracy matter.

Online forms need an alternative

If a patient cannot use the online route because of language, literacy, disability, digital exclusion or safety concerns, staff should offer a usable alternative. Asking the patient to "just fill in the form" can block access and increase risk.

A digital route is not a safe alternative if the patient cannot understand or use it.

Machine Translation