New research finds language barriers slowing response and compromising safety

New research has revealed the significant impact language barriers are having on the UK’s emergency services, from slowing response times to influencing decision-making and, in some cases, compromising the safety of care.

The study, commissioned by Pocketalk, found that almost one in five emergency workers (17%) encounter language barriers on a daily basis, with a further 26% facing the issue most weeks. Nearly a third (31%) said it had directly affected the quality or safety of care they were able to deliver.

The problem is most acute in certain regions. Daily encounters with language barriers were highest in Northern Ireland (33.3%), followed by the West Midlands (27.27%), London (27.27%) and Yorkshire (23.91%).

“It is reported that, in healthcare alone, ambulance services answered over 800,000 calls to 999 in May 2025 – equivalent to around 26,000 a day. When you consider the diversity of the UK and the volume of incidents our emergency teams are facing, what these figures show is a growing and urgent challenge for frontline services. 

“In high-pressure emergency situations, clear communication and understanding can be the difference between life and death or deescalating dangerous situations yet language barriers mean they cannot do their jobs quickly, safely and effectively. The tools they have to tackle this issue are often not readily available or slow to implement in a situation where time is precious.

Jess O’Dwyer, General Manager for Europe, Pocketalk.

When asked about the specific challenges caused by language barriers, respondents reported:

• Difficulty understanding the situation or symptoms – 47%
• Lack of translation resources available at the time – 46%
• Inability to explain treatment or next steps – 39%
• Increased stress or anxiety for the individual involved – 40%
• Delays in providing care – 37%
• Forced use of unauthorised devices – 34%
• Miscommunication making an emergency situation dangerous – 18%
• Compromised safety of care or incorrect decisions – 18%

“We developed Pocketalk to help bridge that gap, giving emergency workers an instantaneous, secure, cost effective, real-time translation solution they can rely on when every second counts.” 

Pocketalk’s real-time translation device and app are designed to address these gaps, enabling spontaneous conversation across 92 languages and supported by custom reporting software. The company says it is already helping emergency teams bridge critical communication gaps and improve outcomes in fast-moving situations.

Pocketalk commissioned the survey of 500 UK emergency service workers after working with more than 100 primary and secondary healthcare organisations across the UK and Ireland.

The industry will once again be gathering at the NEC, Birmingham for The Emergency Tech Show, co-located with The Emergency Services Show on 17-18 September, check out the full exhibitor list here. You can find Pocketalk in Hall 4, Stand C105.