What are Text Relay Services in Health and Social Care?

Text Relay Services are communication systems that help people with hearing or speech difficulties to make and receive telephone calls. They are used widely in the UK, including in health and social care settings, to make sure individuals can communicate effectively with services, professionals, and family members. Text Relay involves the use of a relay assistant who converts speech into text and text into speech so that both parties in a call can understand each other in real time. The service ensures that individuals who cannot hear well or speak clearly are not excluded from important conversations about their health or care needs.

In health and social care, this can make a big difference. Many appointments, assessments, and urgent discussions happen by phone. Without a service like Text Relay, those with hearing or speech barriers could miss out on vital information or struggle to express their own needs.

How Text Relay Works

Text Relay is built on a process involving three parties: the person with hearing or speech difficulties, the other party they are calling (such as a doctor’s surgery or care provider), and the relay operator. The relay operator is trained to type and read messages quickly and accurately during a call. The person with hearing difficulties types their side of the conversation, and the relay operator speaks it to the recipient. The recipient’s spoken reply is then typed by the operator and sent back to the first person’s text device.

Calls can be made from a textphone, computer, tablet, or smartphone. In most cases, internet-based relay services are available alongside traditional phone-based systems. Text Relay can be used for incoming and outgoing calls, meaning individuals can contact health services, and health services can reach them, without the communication breakdown that might happen otherwise.

Accessibility and Inclusion in Health and Social Care

Health and social care is expected to be accessible to everyone, regardless of physical or communication challenges. Text Relay Services remove barriers by offering an alternative method to standard voice calls. For people who are deaf, hard of hearing, or experiencing speech difficulties, it can be the difference between being fully involved in their care or facing delays and misunderstandings.

Having access to this service helps with arranging appointments, discussing test results, managing prescriptions, and seeking advice. Social care providers can check in with clients, discuss support plans, and respond quickly to urgent needs. This aligns with the principle that everyone should be able to communicate with their care providers in ways that suit their abilities.

Devices and Technology Used

Text Relay calls can be made in different ways, depending on the technology available to the user.

Traditional textphones are dedicated devices with a keyboard and display screen used exclusively for text-based phone calls through the relay system. These were widely used in the past but have now been supplemented with modern options.

Many users prefer using smartphones, tablets, or computers connected to internet relay services. This allows them to use familiar devices and access relay support without needing specialised equipment. Apps and web-based relay portals are generally free to access and work in real time.

Voice Carry Over (VCO) and Hearing Carry Over (HCO) calls are available within the Text Relay system. In VCO calls, the user speaks directly to the other party when possible, and the relay operator types the spoken reply back to them. In HCO calls, the user listens directly to the other party, but types their response for the relay operator to speak aloud.

The Role of Relay Operators

Relay operators act as the link between the two people in a call. They:

• Type the spoken words of the hearing person to the person using text.
• Speak the typed words of the person using text to the hearing person.
• Keep to strict confidentiality rules so that private health and care information stays secure.
• Avoid changing or summarising what is said, ensuring the conversation remains accurate.

Operators must handle sensitive discussions professionally. In health and social care, this could mean relaying detailed instructions from a doctor or recording exact symptoms described by the patient. Errors in communication could lead to misunderstandings about treatment or care arrangements, so accuracy matters greatly.

Confidentiality and Privacy

Any service handling medical or care conversations must follow UK privacy laws, including the Data Protection Act 2018. Relay operators are trained not to share information from calls and to treat the content as private. People using Text Relay should feel confident that discussions about health, medication, and personal circumstances will stay between them and their care provider.

This level of privacy builds trust between patients, clients, and the service providers. It means Text Relay can be used for all kinds of communication, even those involving sensitive or personal matters.

Advantages of Text Relay in Health and Social Care

Text Relay offers several benefits for people using health and social care services:

• Enables equal access to telephone services for those with hearing or speech barriers.
• Reduces missed appointments and delays in getting care.
• Allows urgent communication in emergencies when other methods might be too slow.
• Lets users manage their own care independently without always relying on intermediaries.
• Provides a real-time link that avoids the delays of email or written correspondence.

It also improves communication between professionals. Home care workers, district nurses, and social workers can arrange visits or discuss care plans directly with clients who use the service. This helps keep care more responsive and personalised.

Common Situations Where Text Relay Is Used

In health and social care, Text Relay might be used in:

• Booking GP appointments or hospital consultations.
• Requesting repeat prescriptions.
• Receiving instructions after discharge from hospital.
• Discussing care needs with a social worker.
• Liaising with pharmacy services.
• Urgent health advice outside of normal clinic hours.
• Coordinating support services for someone living at home.

These calls can be routine or urgent. For someone who cannot use a voice call, having Text Relay available removes a major communication barrier.

How to Access Text Relay Services

In the UK, Text Relay is provided by BT and is free to use for standard calls. Individuals can connect via:

• A textphone with the relay number.
• An internet-connected device using the “Relay UK” service and app.
• Standard mobile or landline phones through the relay service for partial speech/text combinations.

Health and social care organisations are expected to accommodate this method of communication if a patient or client requests it. Some services publish their Text Relay details for patients to use when contacting them. Staff may need training to understand how the service works, so that incoming relay calls are handled correctly.

Training for Health and Care Staff

Staff working in health and social care need to know how Text Relay calls work so they can respond appropriately. If someone calls through the relay service, the operator will announce themselves at the beginning of the call. The staff member should speak normally and avoid speaking too quickly so the operator can type accurately.

Training may cover:

• Recognising a Text Relay call.
• Communicating clearly and with patience.
• Maintaining confidentiality during relay conversations.
• Knowing when to offer Text Relay as an option for patients or clients.

By making Text Relay part of everyday operations, organisations can be more inclusive and improve accessibility.

Barriers to Widespread Use

While Text Relay is available across the UK, some people do not use it due to lack of awareness or misunderstanding about how it works. Others may feel uncomfortable using a third party during sensitive calls, even though operators follow strict privacy rules. In some cases, access to devices or reliable internet may be limited.

Increasing awareness and providing support on how to set up and use Text Relay can help address these barriers. Health and social care providers can play an active part in encouraging its use.

Final Thoughts

Text Relay Services are an important tool in health and social care for people with hearing or speech difficulties. They give access to timely, accurate communication with care providers, reducing the risk of missed information and improving independence. By using a trained relay operator to convert between speech and text in real time, these services bridge a gap that would otherwise leave some individuals excluded from essential health and care discussions.

Making Text Relay a standard option within health and social care contact systems helps services communicate with everyone, no matter their hearing or speech abilities. Greater awareness, training, and integration into daily practice will keep this service working well for those who rely on it.