New BSL Virtual Relay Service Enhances Communication Across Cardiff and Vale UHB

The Patient Experience team has been working on this project in collaboration with Convo to connect to the Switchboard, St David’s Hospital, Barry Hospital, and Cardiff Royal Infirmary, with more direct services to be added in the future in a phased approach. In time, VRS users can expect to see QR codes across our hospital sites to connect directly to Convo.

Creating a more accessible environment

It is important that healthcare services are accessible to those with additional communication and information needs, and this is one of the steps we’re taking to create a more equitable and inclusive environment.

British Sign Language (BSL) is our third most requested language for interpretation. We currently offer a variety of options accessible for interpretation support including face to face, and a 24/7 video and telephone support service to BSL users via devices on wheels within the wards.

We are excited to bring this technology to the Health Board to further expand our offering for those with additional communication needs.

Angela Hughes, Assistant Director of Patient Experience said: “Introducing a Virtual Relay Service is an important step in the implementation of the Welsh Government’s Accessible Information Standards, ensuring that every patient can communicate with us easily and confidently.

“By offering real‑time access to British Sign Language interpretation, we’re removing barriers and creating a more inclusive and equitable experience across our hospitals.

“We’re proud to work with Convo to expand the ways in which d/Deaf patients can connect with our teams, and we are committed to work with patient and communities to understand how we can improve access to our services, and the information we provide.”

The Health Board is keen to promote more deaf awareness training for staff and continue to work with the local community and the British Deaf Association to improve experiences for our patients.

The Patient Experience team would like this project to develop over time with the assistance of patient feedback and are keen to hear from service users about their experience.

If you would like to tell us about your experience with Cardiff and Vale University Health Board’s virtual relay service, please email Pe.Cav@wales.nhs.uk.