Here are some of the key points from the three group discussions with lots of links to websites and material that we hope you will find interesting and useful.

• It is important to have a translation service to help patients or volunteers who require help with communication and includes sign language.

• One Trust went through their Equality & Diversity team and used their interpretation services for a volunteer interview.

“What we thought would be a barrier turned out not to be and the whole process worked really well”.

• There are many organisations with transcribing services available out in the community. Some are free, some come at a cost. However, by using these services and getting something correctly translated there will be a greater uptake of your service.

• Volunteer reader role where volunteers from different backgrounds read through literature to make sure that they were jargon free and made sense in another language.

• Teams of volunteers visit departments on sites and look at signage around the hospital. For example, notice boards and reception areas. Often there is too much information making it confusing so these routine assessments are really useful. Accessible signage and language is important and benefits everyone

• Sometimes collating patient feedback data can be difficult as it is not always an appropriate time.

• Have a magic moments comments box. For example, achieving a smile, something small that makes a huge difference.

PECS - Picture exchange communication system

• Not many people use it unless they’re in a school environment.

• Lots of pictures can be made up to make a timeline.

• A form of it could be used by volunteers with the help of an iPad

Useful links

The Picture Exchange Communication System (PECS)

There are also a number of YouTube videos available on the subject.

National Autistic Society

SignLive - A deaf owned organisation in the UK

Norfolk Community Advice Network

Makaton has free resources available

“Today over 100,000 children and adults use Makaton symbols and signs, either as their main method of communication or as a way to support speech.”

Webinar recording: Volunteering in Mental Health

Dementia friends

Dementia UK

National Portage Association

How Are You Peterborough https://www.haypeterborough.co.uk/

SAGE & THYME training for staff and volunteers.

'SAGE & THYME' is a mnemonic that provides a memorable structure for conversations, based on the evidence behind effective communication skills: Setting – Ask – Gather – Empathy – Talk – Help - You – Me – End.

Basic guidelines for people who commission Easy Read information

HEE Health Literacy & awareness training on 12 April 2022. Apply for your place on Health Education England's Health Literacy Awareness training, 12th April 2022 (9 -11 am on MS Teams). https://forms.office.com/r/nyxX738Nma