Publication - Research and analysis

contractSCOTLAND: Review of the service extension pilot

Published: 3 Mar 2016
ISBN:
9781786520692

The contactSCOTLAND review was undertaken to understand uptake and usage of the extended pilot service and gather information on stakeholders’ views and experiences of the contactSCOTLAND service.

contractSCOTLAND: Review of the service extension pilot
Footnotes

Footnotes

1 A link to the BSL version of this executive summary is available on the Scottish Government website.

2 NHS 24 BSL Pilot Project: Preliminary Evaluation Report. September 2013 (unpublished).

3 The Deaf Sector Partnership is formed by: the Scottish Government Equality Unit; the Voluntary Action Fund; British Deaf Association (BDA) Scotland; Deaf Action; Deafblind Scotland; Deaf Connections; and the Scottish Council on Deafness.

4 It is not possible to tell from the feedback provided to what extent problems with the technology arise from technical issues on the user or supplier side.

5 NHS 24 BSL Pilot Project: Preliminary Evaluation Report. September 2013 (unpublished).

6 The Deaf Sector Partnership is formed by: the Scottish Government Equality Unit; the Voluntary Action Fund; British Deaf Association (BDA) Scotland; Deaf Action; Deafblind Scotland; Deaf Connections; and the Scottish Council on Deafness.

7 CSMG (2012), International Deployments of Video Relay Services. http://stakeholders.ofcom.org.uk/binaries/research/telecoms-research/video-relay-services-2012.pdf

8 Cassiopeia Consultancy (2013) Impact assessment: telephone equivalency for d/Deaf people for UKCoD and Deaf access to communication group. Need, demand and cost of relay services for d/Deaf people in the UK.

9 Russell,D.,& Demko, R.(2013).Reducing the Social Isolation of Rural Deaf Albertans.
Available: http://www.ardn.ca/documents/ARDN-016%20-Final%20Report%20to%20HS.pdf; NCIEC (2008). Steps toward identifying effective practices in VRS interpreting. Report from The Interpreting via Video Work Team.
Available:http://www.nciec.org/projects/docs/Steps_VRS_2008Report.pdf.; Pilling. D., Fleming. S., Pechey., B.,Barrett., Floyd,M.(2006).; OFCOM: Feasibility of Additional Telephone Relay Services. Final Report. City University. http://stakeholders.ofcom.org.uk/binaries/research/telecoms--‐researchs/relayreport.pdf

10 ETSI TR 102 974 V1.1.1 (2009--‐09). Technical Report. Human Factors (HF); Telecommunications relay services. Available:
http://www.etsi.org/deliver/etsi_tr/102900_102999/102974/01.01.01_60/tr_102974v010101p.pdf European Parliament

11 It is not possible to tell from the feedback provided to what extent problems with the technology arise from technical issues on the user or supplier side

12 Due to a technical error no responses were received to these questions on the public services survey but information was gathered from the 'any further comments' question. Public service respondents also encountered a problem with the survey in not being able to tick all boxes. It is therefore possible that some answers about awareness raising activities and the impact of the service are an underestimate.

13 On occasions where interpreters take calls back to back it may not be possible to fill in the details for each call.

14 In relation to evidence sources, Professor Graham Turner of Heriot-Watt (at a meeting on 11 November 2015) provided helpful information on existing evidence and a recent European Union communications pilot for deaf and hard of hearing citizens (INSIGN).


Contact

Email: Alix Rosenberg