Dr Rachael Grimaldi, a practicing anaesthetist and co-founder & CEO of the healthcare translation app CardMedic, has witnessed first-hand the critical need for language support within the NHS. Following the CQC’s review of maternity services, she delves into the alarming normalisation of harm in maternity services and how communication barriers contribute significantly to this concerning issue.

The CQC’s review of maternity services published recently has highlighted how quality and safety across England are suffering. Patients don’t feel listened to, people with poor English report much worse experiences of care and accessing interpreting support can be a challenge. What’s more, harm in maternity services seems to be being normalised and communication barriers play a significant part in this.

Technology as a bridge for the language gap

Many people are doing excellent work to break down communication barriers, but we need action and accountability to prevent harm in maternity services. Staff need access to interpretation and translation support 24/7 to provide good quality patient care. Technology can help, it’s here and it’s working.

Communication issues are rife across the NHS, yet access to interpreting services can be challenging, even when this is directly linked to devastating outcomes. As midwife and inclusivity champion Maria Rowntree has found, pregnant people who don’t speak English are 25 times more likely to die in NHS maternity care.

The statistics cited by Maria Rowntree are alarming. This statistic alone should be a wake-up call for the entire healthcare system. It highlights the urgent need for accessible, reliable and culturally competent language support services.

Effective communication is essential for providing safe maternity care

One of the most concerning aspects of the CQC review is the normalisation of harm within maternity services. When adverse events and poor patient experiences become accepted as an inevitable part of the system, it is a clear indication that fundamental changes are needed. This normalisation is particularly dangerous in a setting where clear communication is literally a matter of life and death.

Effective communication is essential for providing safe and high-quality maternity care. It is the foundation upon which trust, understanding and informed decision-making are built. When language barriers exist, this foundation is compromised and the risk of misunderstandings, missed critical information and ultimately, harm, increases significantly.

Even though the NHS has tried to offer interpretation services, getting access to them is still a major struggle for a lot of people. Interpreters may not be available when needed, or the quality of interpretation may be inadequate, leading to crucial information being lost in translation.

Technology can play a crucial role in addressing these communication barriers. Digital translation and interpreting solutions like CardMedic can provide immediate access to professional interpreters and accurate translations, bridging the language gap and ensuring that every patient receives the care they deserve, regardless of their language proficiency.

However, technology alone is not a panacea. It must be accompanied by a broader cultural shift within the healthcare system, one that prioritises effective communication and recognises it as a fundamental aspect of patient safety and quality care.

The call for a maternity commissioner and accountability

We support the call for a maternity commissioner to bring much needed accountability and to address the issues raised in the report. And while NICE guidance says that reliable interpreting services should be available when needed, we support Maria’s call to make communication a protected characteristic within healthcare. Organisations have to take communication challenges seriously. These shameful events have to stop.

The findings of the CQC review are deeply troubling, but unfortunately not surprising to those working on the frontlines of maternity care. For too long, communication barriers have been an unaddressed issue, leading to preventable harm and tragic outcomes. It is a systemic problem that requires urgent attention and comprehensive solutions.

A maternity commissioner is a step in the right direction, as it can bring much-needed accountability and oversight to address the issues raised in the CQC review. However, this must be coupled with a commitment to investing in language support services, training healthcare professionals in cultural competency, and fostering an environment where communication barriers are not only acknowledged but actively addressed.

Seizing the opportunity for systemic change

Ultimately, the normalisation of harm in maternity services is a symptom of a larger systemic issue – the failure to prioritise effective communication as a cornerstone of patient care. By recognising communication as a protected characteristic within healthcare, as Maria Rowntree suggests, we can begin to shift the paradigm and ensure that every patient, regardless of their language proficiency, receives the high-quality, compassionate care they deserve.

CardMedic works with maternity teams nationally to provide a highly effective digital translation and interpreting solutions to hospitals across the country. Like them, we are deeply concerned to see the results of this review.

The events highlighted in the CQC review are indeed shameful, but they also present an opportunity for meaningful change. By addressing communication barriers head-on, investing in language support services, and fostering a culture of accountability and patient-centred care, we can work towards a future where harm is no longer normalised, and every patient’s voice is heard, understood, and respected.