British Sign Language (BSL) national plan 2023-2029: consultation analysis

5. Views on Contact Scotland BSL

The Scottish Government funds the Contact Scotland BSL online interpreting Video Relay Service, which enables Deaf and Deafblind BSL users to telephone, via video relay interpreters, private sector numbers as well as statutory and third sector numbers, 24 hours a day, 365 days a year. The Contact Scotland BSL service is provided by Sign Language Interactions (SLI) on behalf of the Scottish Government and it offers BSL users the means to communicate in real-time, with services and family and friends. The service is also accessible to Deafblind BSL users, by making use of braille displays and speech synthesizers.

Question 5 – Are you aware of the Contact Scotland BSL service? (Closed question)

There were 73 responses to this question.

Most respondents (81%) answered that they were aware of the Contact Scotland BSL service, compared to 19% who answered that they were not aware of the service. Additionally, as presented in Appendix 4, of the 20 total BSL users who replied to this question, 80% answered that they were aware of the service, while 20% were not aware of the service. Of the 28 total respondents to this question who were not BSL users, 79% were aware of the service, and 21% were not.

Question 6 – How often do you typically use the Contact Scotland BSL service? (Closed question)

There were 70 responses to this question.

The majority of respondents to the consultation (60%) answered that they never use the Contact Scotland BSL service. The second most common group of respondents, 37%, was those who use the Contact Scotland BSL service but less than once a week, while only 3% of respondents answered that they use the Contact Scotland BSL service 2-6 times per week. Additionally, as presented in Appendix 4, of the 20 total BSL users who replied to this question, 10% answered that they use the service 2-6 times a week, 40% use it less than once a week, and 50% never use it. Of the 27 total respondents to this question who were not BSL users, nobody use the service 2-6 times per week, 30% use it less than once a week, and 70% never use it.

Question 7 - If you do not use the Contact Scotland BSL service, can you tell us the reasons for this? (Open question)

There were 50 responses to this question in the online consultation. Additionally, the thematic analysis considered findings from four community consultation events’ reports.

Do not need the service

The most prevalent theme among responses to this question was respondents who stated that they do not use the Contact Scotland BSL service, because they do not need it. Responses assigned to this theme were usually laconic. Among respondents to this theme, the majority were not BSL users, while none had responded that they were BSL users. Respondents to this theme represented a similar share of individual and organisation respondents.

“At present, I don't have a need to use it in my work or home life, but I would be happy to use it if the need arose.” (Individual)

“Any engagement we have had with BSL users has included interpreters, this interpreting has not been done by Contact Scotland BSL interpreters.” (Organisation)

Are not aware of the service

The next most common theme mentioned among both online consultation respondents, and event participants who do not use the Contact Scotland BSL service was that they were not aware of the service. This theme was mentioned in all reports from the consultation events. Furthermore, among respondents to the online consultation, this theme was more common among individual respondents and respondents who are not BSL users.

“Few young people who used BSL as a primary language were aware of Contact Scotland BSL, and only those who used BSL as a second language knew that it was there.” (Community Event)

Prefer other means

The next most common theme was a preference for using other means to communicate than the Contact Scotland BSL service. A few respondents said they prefer to make calls with the help of family or support workers. Others stated that they rely on other formats, including Zoom, Teams and WhatsApp messages. This theme was more common among organisation respondents than among individual respondents. As a result, this theme was most common among respondents who did not specify whether they were BSL users. However, among the individual respondents to this theme, the majority were BSL users, while none responded that they were not BSL users.

“Finds it confusing to use, prefers her support worker (who is deaf) to make the calls for her. And they use Contact Scotland BSL.” (Community Event)

Difficulty in using the service

The next prevalent theme was technical difficulties in using the service. A small number of respondents felt the service required the user to be too technologically savvy or find it confusing to use. Furthermore, a small number of respondents, and more commonly community events participants, said that they did not know how to use the service, while others felt that the service was not accessible to them. Finally, a small number of community events participants mentioned that the Contact Scotland BSL service did not work well on small screens and, hence, was difficult to use on their smartphones. This theme was mentioned in all community consultation events. Among respondents to the online consultation, this theme was more common among organisation respondents.

“Some people said it's too small on their phone to make calls anyway as they use their iPads. Didn’t know they could use the app on their iPads. Some people are older and said they are not good with technology and prefer the old way where they get information at the Deaf Club.” (Community Event)

“73% of our members don’t know how to use Contact Scotland BSL.” (Community Event)

Lack of confidentiality

The next frequently raised theme was confidentiality concerns from using the Contact Scotland BSL service. A small number of respondents mentioned that they were not comfortable sharing their personal information with Contact Scotland BSL interpreters. Additionally, a small number of respondents felt that the service is not appropriate for discussions involving a person’s confidential or medical information. This theme was primarily mentioned in community events reports.

“A [person’s profession] mentioned the issue of trust, and [they] don't feel comfortable with someone who could know [them], [their] background, etc.” (Community Event)

“Not comfortable with Contact Scotland BSL because of privacy issues. I’d prefer to rely on my daughter.” (Community Event)

Preference for live interpreting

A small number of respondents expressed their preference for face-to-face interpreting, in some instances due to issues with digital literacy and/or connectivity issues. Furthermore, a small number of respondents also felt that it was lacking the human touch needed, especially in crisis situations. Among respondents to the online consultation, this theme was more common among respondents who were BSL users.

“Some deaf people don’t want to use an online service in their vulnerable state, but NHSGGC doesn’t respect our preferences for a face-to-face interpreter. It is as though they are looking to reduce face-to-face appointments.” (Organisation)

“The service is good for making phone calls, however, it is not appropriate to be used for in-depth personal. It is good for short responses/calls. Whilst using video communication, you can miss vital intricate detail, which can result in not providing accurate interpretation.” (Organisation)

Question 8 - If you have stopped using the service, can you tell us the reasons for this? (Open question)

The vast majority of respondents to the online consultation did not respond to the question (left it blank), or said that it is not applicable to them. In total, only 9 respondents of the online consultation provided an answer to this question. Insights to this question are thus mainly driven by the reports summarising the views of participants of the community events. Our analysis of this question is informed by three reports summarising views discussed in community consultation events.

Poor quality of service

The main theme among those who stopped using Contact Scotland BSL was complaints about the quality of service. A small number of respondents mentioned that this was due to bad experiences with the service’s interpreters, specifically citing poor social skills and lack of patience, as well as facing significant technical issues and delays when trying to use the service online. A small number of respondents noted that using the service could be stressful. Additionally, a small number of event participants said that the Contact Scotland BSL service was sometimes incompatible for use with third parties, specifically certain companies required the caller to speak on the phone to give the company permission to talk with Contact Scotland BSL. Finally, a small number of respondents mentioned the lack of awareness of other sign languages (e.g. St Vincent’s signs) from Contact Scotland BSL staff.

“Everything seems to be online. During and after the COVID pandemic, everything became almost entirely online, which can be stressful and very tiring for our eyes. Sometimes, the screen gets frozen, which creates additional stress.” (Community Event)

“Those who stopped using Contact Scotland BSL reported being unhappy and uncomfortable with some of the BSL/English interpreters’ attitudes and their ways of questioning the nature of their calls. They would prefer to be connected first before explaining why they called in the first instance.” (Community Event)

Privacy concerns, lack of awareness, and preference for other options

Other reasons for stopping to use the service mentioned by respondents included privacy concerns with the service and a lack of awareness of the service’s purpose and how to use it. Finally, a small number of respondents said they preferred other ways to make calls, such as with the help of family, friends, or support workers, while others preferred in-person communication.

“It’s quicker to ask my friend to help me make the calls” (Community Event)

“BSL/English interpreters wanted to know my reasons for calling before making contact – then the number rings out. This means they know all about my personal business.” (Community Event)

Question 9 - If you use the service, what could be done to improve the service for you? (Open question)

There were 10 responses to this question in the online consultation. Additionally, the thematic analysis considered findings from three community consultation events’ reports.

Extending service availability

The most frequent theme related to extending the availability of Contact Scotland BSL. The majority of the respondents who discussed this theme were organisations.

For the majority of users, this meant reducing wait times to access a BSL/ English interpreter, with multiple responses describing ‘double queuing’. This also included requests from respondents to improve interpreter availability, extend Contact Scotland BSL’s service hours, and broaden the range of interpreters to choose from. Although a small number of respondents were explicitly supportive of the expansion of Contact Scotland BSL to accommodate more services and appointments, a few also wanted Contact Scotland BSL to better support contact with friends and families.

“Overall, our experience of the service has been very positive – the only issue would be the waiting time to access an interpreter. So, more interpreters/more lines available would be an improvement that would be welcomed.” (Organisation)

“Increasing the availability of BSL interpreters and extending the service's hours […] including evenings and weekends […]. Streamlining the process to reduce wait times for connecting with a BSL interpreter, particularly during peak demand periods.” (Individual)

Increasing the quality of BSL/ English interpreters

The second most frequent theme was improving the range and quality of BSL/ English interpreters available through Contact Scotland BSL. Almost all respondents who raised this theme were individuals, and the majority were BSL users.

Specifically, respondents referred in equal measure to both improving knowledge of local Scottish signs and dialects, as well as ensuring sufficient cultural and intersectional awareness (including neurodiversity and LGBTQIA+) to effectively meet the needs of users.

Moreover, respondents were supportive of introducing mandatory Continuing Professional Development (CPD) for interpreters and training on visual frame awareness when using the service. A small number of respondents also referred to experiences with rude or hostile interpreters.

“Ensuring that all interpreters are well-trained and culturally competent in understanding the diverse needs of BSL users.” (Individual)

“How many LGBTQIA+ BSL/English interpreters/translators are on their books? How many BSL/English interpreters are aware of neurodivergence / neurodiversity and know how to support a wide range of neurodivergent Deaf people?” (Community Event)

“The quality of interpreters is not as good as used to be. Now [we] have interpreters from England and Ireland, which means they do not understand my Scottish signs or I do not understand them.” (Community Event)

Improving technology

Improving the technology used was identified as the fourth most common theme. This primarily included issues with image and connection quality, as well as broadening the communication options within Contact Scotland BSL and improving accessibility on different devices (issues were reported when using tablets or phones). The majority of the respondents who raised this theme were individuals and BSL users.

“Development of a more holistic service where, for example, those affected by deafness could use captions and lipread rather than the simplistic relay service at the moment.” (Organisation)

“Something to improve technology […]” (Individual)

Encouraging and implementing user feedback

The final theme discussed implementing user feedback mechanisms to facilitate continuous improvement of the service and collaboratively engage with users to reflect their existing needs. The respondents who discussed this theme were individuals and BSL users.

The most popular options included an independent and anonymous complaints channel, as well as a safe space within Contact Scotland BSL to provide feedback without influence from staff members or the potential risk of being blocked from the service.

“Implementing a user feedback mechanism to gather input on interpreter quality and overall service satisfaction, emphasising continuous improvement.” (Individual)

“[…] they are afraid and don’t want to be blocked by the interpreter service.” (Community Event)

Question 10 - If you are deafblind, and use a Braille display with the service, please tell us of your experiences. (Open question)

This question was answered by one respondent in the online consultation, with the remaining respondents either leaving the question blank or stating that it was not applicable to them. The one respondent who answered this question did not provide a relevant response and was therefore excluded from the thematic analysis.

One report from the community consultation events discussed this question, however, participants were not aware of anyone currently using the Braille display and suggested the delivery of additional training to support more people to use this service.

Question 11 - Is there anything else you would like to tell us about Contact Scotland BSL? (Open question)

There were 21 responses to this question in the online consultation. Additionally, the thematic analysis considered findings from two community consultation events’ reports.

Vital service for BSL communication

The most common theme from respondents emphasised the vital role Contact Scotland BSL plays in facilitating access to essential services and information for the D/deaf BSL community. Of the respondents who discussed this theme, there was an almost equal representation of individuals and organisations, as well as BSL and non-BSL users.

Contact Scotland BSL was frequently described as a ‘lifeline’ for the BSL community through the independence it affords users. Respondents felt empowered by the service and suggested it closely aligned with broader goals of improved BSL awareness, inclusion, and equality of access across public services. These views were expressed equally amongst individuals and organisations.

“Supporting and fully endorsing Contact Scotland BSL is crucial to fostering a more equitable society where all individuals can engage with public and private sector organisations seamlessly, regardless of their communication preferences.” (Organisation)

“From what I've been told, Contact Scotland BSL is very valuable to the deaf community, allowing them to have more accessibility.” (Individual)

Promoting the continuous development of Contact Scotland BSL

The second most frequent theme emphasised the need for the continuous development of Contact Scotland BSL to ensure it remains responsive to the rapidly evolving and diverse needs of its users. This theme was supported equally amongst individuals and organisations and by a majority of BSL users.

Suggestions to enable this included sharing data with organisations to target the promotion of the service, as well as integrating feedback mechanisms for BSL users to shape updates to the service.

In addition, a small number of respondents were supportive of a governing body or independent watchdog to monitor Contact Scotland BSL, formalise the complaints procedures, and uphold quality standards of both the interpreters and technology. At present, a small number of respondents feared raising a complaint in case this was not taken seriously and caused them to be restricted or banned from using the service in future.

“Contact Scotland BSL plays a crucial role in facilitating communication for the BSL community, and it's essential to work together to enhance its effectiveness and reach.” (Individual)

“It would be helpful to get regular reports from Contact Scotland BSL on local usage or have a dashboard on their webpage to allow everyone to access this information openly. This will help us identify where there is low usage, and more can be done to promote the available service.” (Organisation)

Ensuring reliable access to Contact Scotland BSL

The third most frequently mentioned theme referred to a need for more reliable access to Contact Scotland BSL. The majority of respondents that referred to this theme were BSL users, and were equally divided between organisations and individuals.

This included improving wait times and ensuring good quality internet connection by those delivering the service, regardless of location. This theme was also raised and discussed in greater depth under Question 9.

“Those interpreters that work from home should have the fastest highest speed of internet for better communications instead of buffering while we have the highest speed!” (Individual)

Clarifying guidance about Contact Scotland BSL

Next, respondents requested clearer guidance about the appropriate use and purpose of Contact Scotland BSL to better inform both users and organisations. The majority of respondents who addressed this theme were organisations.

Confusion was expressed at when and how the service could be used, with examples of interpreters refusing to attend certain bookings made through Contact Scotland BSL. Suggestions included raising awareness of the service and how it operates, including what calls can and cannot be covered by the service, as well as service operating hours.

Respondents also supported greater transparency to users about all service updates to build trust and reliability.

“It should be mandatory for public organisations to have this option clearly displayed on their website and for all staff to be aware of the service.” (Organisation)

“It is important that users feel reassured and feel confident using it, and there is scope for staff and students to improve their awareness of the service and how it operates beyond our existing BSL awareness training.” (Organisation)

Raising the quality of BSL/ English interpreters

Improving the quality of interpreters was identified as the fifth most common theme. Of those who discussed this theme, the majority were individuals and BSL users.

A small number of respondents discussed the need for better-qualified interpreters, whilst others raised the need for interpreters with wider knowledge of local dialects and sign variations. This theme was also raised and discussed in greater depth under Question 9.

“Previous feedback has also been provided […] that there may be some challenges in understanding the Sign Language interpreter who might not be local to them (dialect and sign variations).” (Organisation)