Report

2017

The contentsof this report are the intellectualpropertyof theauthors.Nopart of this reportmaybe circulatedor reproducedwithout explicitpermissionfromtheauthors,or fromtheSchoolofArts,LanguagesandCulturesattheUniversityofManchester,OxfordRoad,ManchesterM139PL,UnitedKingdom.

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MultilingualManchester’sLinguisticLandscapes:AStudyontheUseofMultilingualSignsfor

PublicServicesinManchester

EllieForresterO’NeillJessicaRichardson

ArifTrue

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1 RecapofResearchQuestionsMultilingualism is an ever-increasing factor across not only Manchester, but the UnitedKingdom in general. This is due to several reasons, the most prominent being a rise inimmigration. Resulting inmore culturally diverse towns and citieswhich inevitably bringsaboutamore frequentuseofmultilingualism.This increaseshouldtriggercompaniesandpublic services to cater to thewider rangeof languages spokenby the inhabitantsof thedifferentareas.Ourprojectwilllookatcertainaspectstoquestionwhetherthisisthecaseornot.

In this report, we intend to analyse the linguistic landscapes using LinguaSnappacrosscertainareasofthepublicservicesinStockportandWythenshawelocatedinGreaterManchester.Withinthissphere,wearefocusingonhospitals,librariesandschoolstogainageneralisedinsightintomultilingualisminpublicservices.Wechosethesetwoareasbasedonthecurrentoverall lackof informationand linguisticmappingthathasoccurredbeforeour study, regarding the data we found on LinguaSnapp. LinguaSnapp is an applicationwhichphotographicallymapstheexistenceofmultilingualisminManchester,throughsigns,posters, leafletsandanyotherformofsignageproduced inother languages.TheultimatepurposeofourinvestigationistoacquireabetterawarenessoftheusageofmultilingualismacrossGreaterManchester through conducting an analysis of two lesser-studied areas inthecity.

Ouraimistodiscoveranswerstothefollowingquestions:1. What languages are spoken in the given areas, and does this comparewith themostrecentcensusdata?2.Whatlanguagesarefoundonthemultilingualsignageineachoftheareas?3. Do the ways in which the languages used in public services accurately reflect thelanguagesspokenbythepeopleintheseareas?Another question which was originally part of our project was to discover a dominantforeignlanguageineachoftheareasthatweinvestigated.However,followingourproject,we were unable to detect a single language other than English which was clearly thedominantlanguage.Thecensusdataallowedustoseethemostcommonforeignlanguageacross the area of Stockport (which included Wythenshawe) so we could make certainassumptionshoweverwecouldnotaccuratelyverifythevalidityofthecensus,andthiswasalso since it had been conducted in 2011 [1]. Since then, there may be changes in thelinguistic landscapes of these areas. This report will then outline our discoveries andpossibleanswerstotheremainingresearchquestionswhichshapedourproject.2 RecapofMethodologyThemethodweusedtocollectourdatawasusingLinguaSnapp,whichwascreatedbyTheUniversity of Manchester. We did this by taking images of the multilingual signs anduploadingthemtotheapp.ThishelpedtoexpandthelinguisticmappingofmultilingualisminManchester.Inadditiontothisweconductedinformalinterviewswithmembersofstaff

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inthevariousareasofthepublicservicesweresearched.Thisallowedustogetafirst-handviewintothefrequencyofmultilingualismineachsector,aswellasprovidinguswithsomeopinions on the accuracy of multilingualism use, and whether there was a need for anincrease of signage, for example. What’s more, through use of websites and translationapplications,we coulddiscover for ourselves thepresences (or lackof)multilingualism ineachservice.

Somedifficultyarosewithregardstodatacollectionintheschoolsthatwechosetoinvestigate. This may have been due to protection and the right to take photographs inschools, aswell as apossible lackofmultilingual signageapart from in theobvious areassuch as in Modern Foreign Languages. Census data also provides a vague image of thedifferentlanguagesspokeninschools,asoftenstudentsmayonlyspecifythattheyspeakalanguage‘otherthanEnglish’ratherthantheexactlanguage[1].

Similarly,inlibrariesthemultilingualsignagecamefrombooksinforeignlanguages,likeintheschools’ languagesdepartments.Wewere,however,abletoconductinterviewswith staff anddiscover themethodsused todealwithmultilingualism,despite theactualexistenceofsignagewassomewhatsparse.Ouroriginalplan inStockportwastovisitTheHeatons Library, howeverwe changed this and visited Stockport Central Library as itwasclosertothecitycentreandweconcludedthatitwouldbemorelargelypopulatedandinturn,possiblydealwithawiderrangeoflanguages.

Inhospitals,we could findmultilingual signage andmembersof staff to give theirinsight intothevarietyof languageuse,howeversincetherewerenumerousareaswithineachhospitalwehadtomakegeneralisedconclusionsaboutmultilingualisminthisareaofthepublicsphere.3 Findings3.1 StockportSteppingHillHospitalSteppingHillHospitalisStockport’smainhospital,cateringtoover300,000people.Locatedonly several miles outside of Manchester city centre, this hospital sees a variety oflanguages, and like much of the NHS is operated by a request-based system. On theirwebsite,itsaysthattheCCG’s(ClinicalCommissioningGroups)havebeenworkingalongsideGPswhothemselvesaremultilingual,toestablishanimprovedmethodofcateringtothosewithafirstlanguagethatisnotEnglish.Already,SteppingHillHospitalhasproducedvideoswhichareavailableinseverallanguagestohelpwhenapatienthasanissueandwhatstepstotake[2].Thisshowsthatthereisanawarenessofmultilingualismaswellasanawarenessforitsincreasingnature,andaneedforamoreaccessiblemultilingualapproach.

Ourown research involvedphotographing themultilingual signage in thehospital.Despitethewebsite's’claimsofworkingtoaccommodatetothosewhosefirst languageisnotEnglish,therewasverylittlepresenceofsignsondisplay,whichwerereadilyavailablewithouthaving to go through the requestbased system.We found several leafletswhichfeaturedsometranslationsinmanylanguages(AppendixA),butnotextswrittenentirelyinotherlanguagesthatwereproducedbytheNHS.Afteritinitiallyappearingasthoughtherewasonlyasmallnumberofsignsandtextsreadilyavailable,weconductedshortinterviewswithmembersofstaffinthehospitalincludingthevolunteers,thereceptionandsatdownfor a sessionwith the head customer inquiry. The volunteers gave a general observation

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that therewasawealthof languages commonlyheard in the SteppingHillHospital, talkswiththereceptionconfirmedthisassumptionclaimingtheyheararoundadozeninstancesof foreign languages a day. Themeeting with customer inquiry explained the efficacy ofrequestbasedsystem,whencustomerscalltheservicetheygivethehospital,department,name,dateofappointmentand languageand the interpreterwillbebooked tomeet theclient at the hospital on the appointed time. There was however the issue of dailyoverbookings, itwas suggestedby both the servicewhenwe rang theNorthManchesterNHSinterpretersthatpatientsmaketherequestat leastthreedaystheirsetappointmentsothatthereisenoughtimetoorganisethecorrectinterpreter.

Theunanimousanswertoourquestionofhowmultilingualismisdealtwithwasthatit didn’t seem to be a burgeoning issue and that the process of a request-based systemworkedadequatelywithinthishospital.StockportLibraryThislibraryiscentrallylocatedclosetothemainhubofbusinessesandservicesinStockport.It isthemainlibrary inuseinthistown,henceourdecisiontoinvestigatein inrelationtomultilingualism.Intermsofmultilingualsignage,therewasn’tanyinthelibrary.Therewas,however,afairlylargesectioncateringspecificallytoforeignlanguagebooks(AppendixB).Afterspeakingtoamemberofstaff,itappearsrequestsforbooksinlanguagesotherthanEnglish was quite infrequent as most requests were for inter-library loans. The libraryofferedawiderangeofbooksinlanguagessuchasUrdu,ChineseandEuropeanwithbooksin languages such as French and German being on a rotary system so that books arealternated between libraries in the area once every two months. On the governmentwebsite,itclaimsthatthereisaprogrammecalledBookstartwhichprovidesduallanguagebooksin25communitylanguages[3].ThisisinawaypromotingtheideaofmultilingualisminStockport.SchoolsinStockport(ReddishValeHighSchool,PriestnallSchool)Togatherinformationwithinschoolsitwasnecessarytorequestavisittotheschoolssincewewouldbetakingphotographsonschoolproperty.Afterseveralattemptstocontacttheschoolsviaphonecallsande-mails,wehadsomedifficultyingettingintouchwiththemandtherefore attaining the information that we needed for our report. However, throughaccessingtheschools’websiteswecouldatleastpiecetogetherageneralviewofthelevelofmultilingualismintheschoolsandhowitisdealtwith.

Aspreviouslymentioned,thereisoftenanambiguitylinkedwiththedatafromthe2011Census[1],howevertheSchoolcensusisanadditionalsourceofinformationregardingmultilingualismintheUK.Inthemostrecentcensus,Stockportwasfoundtohave6.7%ofstudentswhosefirst languagewasnotEnglishwithinstate-fundedsecondaryschools,and8.6% inPrimarySchools.Thisshouldshowthat there isaneedtocater to thosestudentswhosenativelanguageisnotEnglish[4].

On the Ofsted report for Reddish Vale High School, however, it claims that thepercentageofstudentswhodonothaveEnglishasafirstlanguageislow(referenceOfstedreport).

The primary school that we planned to visit in Stockport was Priestnall School.AccordingtoitsmostrecentOfstedreport[5], itmaintainsthatthepercentageofstudentwhosefirst languageisnotEnglish isbroadlyaverage.Although,again,theprimaryschooldidnotrespondtoourcontactssowehadnoevidencetodocumentinLinguaSnapp.

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Therefore, due to not gaining any information that was relevant in terms ofLinguaSnapp(i.e.signsorleaflets)wemadethedecisionthattheschoolswerenotrelevanttoourreport.3.2 WythenshaweTheUniversityHospitalofSouthManchesterUniversityofSouthManchesterHospital(WythenshaweHospital)islocatedapproximately9miles outside ofManchester City Centre. The hospital has over 900 beds and 5,994 staffmembers. [6]Being a largehospital, they service thepeopleof SouthManchester,whilstalsohelpingpatientsfromacrosstheNorthWestandbeyond.Asthehospitalcaterstosomanypeople,theycatertopatientswhospeakavarietyoflanguages,butlikemostoftheNHS services, theyoperateona request-based system.TheHospital has apolicy inplace‘Interpretation and Translation Service Operational Policy’, which as stated ‘sets out thearrangements for the provision of interpreters and translation of information to patientsand/orrelativeswhosefirstlanguageisnotEnglish,BritishSignLanguageusersandpatientswho may have communication difficulties, sensory loss and/or learning difficulties(Vulnerable Adults) and Trust staff’ [7]. This policy coincides with the poster found inWythenshawe Hospital, displaying many languages alongside a phone number provided,instructingthereaderonwhattosay(intheirownlanguage)inordertogetaninterpreter(Appendix C). This sign shows there is awareness of multilingualism in the Hospital andconfirmsthatthehospital'spolicyisbeingusedactively.WehavephotographedthissigntoLinguaSnapp to document the evidence of multilingualism in the hospital, but also helppeoplethatmayfindthisserviceofuseinManchester.

As our project required us to photograph signs and leaflets that displayedMultilingual evidence, we spent hours in the hospital searching for evidence that wasrelevanttoouraims.DespitethehospitalswebsitespolicystatingthattheyaccommodatetotheirpatientswhosefirstlanguageisnotEnglish,wedidnotfindmuchevidencetoshowthis.Weaskedtheinformationdeskinthemainentranceofthehospitaliftheyhadanideaof where any multilingual signs may be and they had no clue but rang the interpreterdepartmentinthehospitalforus.Uponhavingadiscussion,wewereinformedthattheydonothavesignagethroughoutthehospitaltoaccommodatethosewhosefirstlanguageisnotEnglish.However,throughtheNHStheyareabletoorderleafletsspecifictotheneedsofanindividual's first language in order to give them information on specific illnesses whenrequired.Ourassumptionisthattheydonothavethesereadilyavailableanddisplayedinthehospitalasitmaycosttoomuchmoneytoprovideiftheyarenotsureofhowmanywillactuallybeused.

Interestingly,onesignwedidfindinthehospitalthatwasmultilingualwasthesignthatindicatedwheretheprayerroomwas(AppendixD).Anobviousreasonforthisisthatreligion is universal and the hospital is accepting of this and using it to accommodatepatientsofdifferentreligionswhosefirstlanguagemaynotbeEnglish.

A part of the hospital that did offer many leaflets in multiple languages was theMacmillanCancer Informationand SupportCentre. This centreoffers anenvironment forpatients and relatives/friends to gain support and get information about their concernsregardingdifferent cancerdiagnosesand treatments.As shownon theirwebsite [8], theyprovide informationabout cancerdiagnosis and treatment indifferent languages throughwritten form,DVD’sandCD’s. Justoutside thedoor to thecentrewe founda rack fullof

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leaflets about different types of cancer inmany different languages, all including Englishtranslation aswell.Wewere able to upload these to LinguaSnapp in order to show thatsupport forcancertreatmentanddiagnosiswasavailable inthehospital tothosethatdidnot speak English as a first language (Appendix E). Some of the languages they providedleaflets in included Arabic, Bengali, Bulgarian, Hindi, Italian etc. These leaflets are alsoavailabletodownloadandprintfromtheMacmillanCancerwebsite.

InconcludingourvisittoWythenshawehospital,weweregenerallydisappointedintheavailabilityofmultilingual signsand leafletsused. It seems that themainservice theyoffertopeoplethatdonotspeakEnglishasafirst languageistheir interpretationservice.Weweretoldthatthisiseasilyaccessedinthehospitalbytelephoneandthiswasshowninthesignwefoundregardinginterpretation.Althoughtheprayerroomsignwasmultilingualweareawarethatthisismainlyduetoreligionandaccommodatingvisitorsorpatientsthatpractice different religions. However, we were hoping there would bemore evidence toshow support to patients in multilingual forms regarding their health and navigatingthroughoutthehospital.WealsofounditinterestingthatitseemedonlyMacmillanCanceroffered informationthatwasreadilyavailable in thehospital topatientswhospeakotherlanguages, yet this was not evident throughout different parts of the hospital wherepatientsorrelatives/friendsmayneedinformationregardingillnessesunrelatedtocancer.AlthoughwewereabletogetsomeevidencetouploadtoLinguaSnapptoshowmultilingualsignage/leaflets,wewereexpectingmuchmorefromourvisit.BowlandMedicalCentreBowlandMedicalCentreisafive-doctorpartnershipwhichaimstoprovideaGPservicetothose in the surrounding catchmentarea.On theirwebsite, theyhavea section for ‘non-English speakers’ which covers issues regarding the role of GP’s, how to register andemergency services. It offers information in20different languages in the formof leafletsthatcanbeprintedonline[9].Uponvisitingthemedicalpractice, thereweremultiplesignsand leafletsdisplayedbut unfortunately, they were all in English and there was no evidence of multilingualinformationbeing readily available.However,we asked the receptionist of thepractice ifshe had any information in multilingual form. She confirmed there was no informationreadily available in different languages, however she told us that they offer aninterpretationserviceforpatientsthatmayneed it.However,theprocessforthis ismorecomplicated than we thought. The patient must come into the practice to book anappointment and speak through a telephone interpreting service in order for thereceptionist to meet their needs. The leaflet containing the information of which phonenumber to call for each specific language (Appendix F), the receptionist provideduswiththis. She also informed us that the use of a telephone interpreter is available during theappointmentwiththeGP,howeverthismustbearrangedinadvance inordertomakeanappointmentwithabigenoughtimeslottoaccommodatethepatient'sneeds.WythenshaweForumLibraryWythenshaweForumLibrary isa fairlynew libraryset in theheartofWythenshawetowncentre. They offer a wide variety of services including advice sessions and communitygroups,computers,books,studyzonesetc.Theyareopenfivedaysaweekandanyonecanapply for a library card and borrow books instantly. Upon visiting the library in hopes offindinganymultilingual signsweapproached the staff toask them if theywereawareof

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any.Theladywespoketotookustoasectionofbooksinthelibrarythatwerewrittenindifferent languages. There was a small section of books in Polish, Urdu, Persian andLithuanian (Appendix G). We asked her how they decide on which books they get indifferent languages. We were informed that they are given a certain budget to acquirebooksindifferentlanguagesbasedonthedemographicsofpeoplethatsignupforalibrarycard in the area. Although theywere not able to give us exact figures of the amount ofpeoplewhoappliedforalibrarycardandgavetheirfirstlanguagespokenasoneotherthanEnglish, wewere informed that thereweremore Polish and Urdu speakers in that area.Theyknewthisas theyweregivena largerbudget tobring inbooks fromthesedifferentlanguages.WewereabletodocumentthesesectionsofbooksontoLinguaSnapp.

AnothersignthatwasfoundinWythenshaweForumLibrarywasasignonthewallbythecomputer's(AppendixH).ThissignwaswritteninPolishandusedinordertoinformPolish speakersof the charges appliedwhenprinting in the library from their computers.WewerealsoabletouploadthissignontoLinguaSnapp.Wefounditinteresting,however,thatalthoughtheyprovidedbooksinfourdifferentlanguagesbasedonthedemographics,thatthesignregardingchargeswhenprintingfromcomputerswasonlyinPolish.ThiscouldsuggestthatonlyPolishspeakershaveaskedaboutcomputerchargesorthesignmayhavebeenputupon the communityboardby the computersby amemberof the library thatspeakspolishasafirstlanguageinordertohelpothers.

Although we didn’t find much in the library to upload to LinguaSnapp, it wasinteresting that they get a budget for books in different languages based on thedemographicsofmembers.However,webelieve that signs for computerprintingchargesshould also be displayed in the rest of the languages spoken bymembers in order to beaccommodatingtoeverymember.Schools(NewallGreenHighSchool,ButtonLanePrimarySchool)InordertogaininformationfromtheschoolsinWythenshawe,itwasnecessarytocontactthem first via telephone and email to arrange a timewherewe could visit, possibly takepicturesof anyevidence for LinguaSnappand speak to someoneabout their approach tostudentswhodonotspeakEnglishasafirstlanguage.Unfortunately,wewereunsuccessfulin terms of our contact with the schools as they did not reply to our emails and uponphoningthemtheywerenotkeeninarrangingatimeforustocomeandspeaktoanyonenorlookaroundtheschoolsforanyevidencetouploadtoLinguaSnapp.Therefore,wewerenotabletousetheseschoolsaspartofourstudyaswithnoevidenceforLinguaSnapp, itwasnotrelevant.4 DiscussionOurprojectstudiedtheareasofStockportandWythenshawe inGreaterManchester,andtheirmultilinguallandscapesacrossareasofthepublicservicesector.Fromourfindingsandinvestigations,wecanmakecertainclaimsaboutwhethertheseareascatertothevariouslanguagesspokenbytheirinhabitants.4.1 HospitalsInthehospitals,asyouwouldexpect,thereareoftenpatientswhosefirst language isnotEnglish, which reflects the multicultural and multilingual characteristics of the city of

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Manchester.Thewayinwhichmultilingualismisdealtwithinthisareaofthepublicsphereisgenerallythrougharequestbasedsystem,wherebypatientscanrequestaninterpreterintheir native language for appointments and other meetings in the health service. Fromspeakingtostaff,thissystemseemstoadequatelycatertothelevelofmultilingualisminthearea.Other reportswrittenaboutmultilingualism in thehealthcareservice inManchestermaintainthatitisintegraltothehealthservicenotonlyinManchesterbutacrosstheUKtoprovide interpretation services to patients, and that this system is improving in reactionalongsidethe increase innumberof requests.Onereport referencestheambiguityof the2011censusinwhichquestionsweremoregeneralthanspecificintermsofthelanguagesspoken by the public, and that it may not offer an accurate insight into the linguisticmappingofManchesterbutthat itwasnonethelesshelpful inprovidingageneralviewofthelanguagesspoken[10].Thisthenallowedthehospitalstocatertothelanguagesotherthan English that were generally the most common, as well as having various otherlanguagesreadilyavailablethroughinterpreterrequests.4.2 LibrariesIn the libraries we visited, we can conclude that in terms of immediate signage that isavailableonentry,thereis littletonone.Thisseemstobeacommonthemeamongstthepublicsector,as it isoftenrunningonarequest-basedsystem.Throughspeakingwiththestaff, this system appears to beworking adequately to accommodate to themultilingualspeakers in thecommunity thesystemappearsadequateprovidesan interpreter tomeetwiththeclientonthedayoftheirappointmentoroverthephoneif it istoolatetobook,buttheefficacyofrequestbasedsystemseemedagreeablewithmoststaffandhasawellworking face value. If say the presence of languages was over 5% maybe staffing andlocating of skilled interpreters would be very difficult for the request system luckily thepresenceoflanguagesspokeninourspecificareasdoesnotcap2%[11]ofthepopulationandeventhosewhoarebilingual (in theirnative languageandEnglish)weassumewouldnotalwaysuseaninterpreterwhenhehaveagoodgraspofwhatthedoctoristellingtheminEnglish.4.3 SchoolsAsexpectedwithinmostschools,thereisadepartmentdedicatedtothestudyofmodernforeign languages. However, the use of multilingual signage for reasons other than thisseems sparse. This ultimatelymay be a reflection of the smaller percentages of studentswhosefirst languageisnotEnglish,meaningthereis lessofarequirementformultilingualsignage.Itisalsoashamethatitisdifficulttoorganisetalksaboutstudentswithaschoolaswellastheinadequacyofstaffknowledgeinhowtheydealwithsuchaquestionofethnicitysuggestingcertainpoliticalundertonesforexamplewhenaskinghowmanychildrenwereintheschool theyreplied2000whenweaskedaboutamountof languages theyreferredtothataspersonalinformation.Wepositthatinterviewswithschoolsthatinvestigationsmustbe taken with a large timeframe, sensitivity and communication that is directly to thecorrectstaff,head-teacherorlanguagedepartment.

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5 ConclusionsOur investigations provided a wide range of public services to get a large breath of thelinguistic mappings on the areas in the boroughs of greater Manchester. We saw fromcensus data that the prevalence of language in the communities of Stockport andWythenshawe are less than 2%, considering the population of both Wythenshawe &Stockportisaround100,000,lessthan2000individualsaremultilingual.Wehaveidentifiedfromour researchat SteppingHillHospital, TheUniversityHospitalof SouthManchester,NewallGreenHighSchool,ButtonLanePrimarySchool,ReddishValeHighSchool,PriestnallSchoolthatmultilingualismissomewhataminorpriorityfortheseinstitutionsfromthestaffwespoketoat leastonasurface level. Ithasnonetheless important implicationstowardsthepolicyandcustomswithintheseinstitutions,thehospitalrequestsystemappearstobeworkingwithouttoomanymajorissuesforaccommodatinglessthan2000peopleofwhicha smallerpercentof this figure,wecouldassume,wouldevenbe involvedwithusing theservice. In libraries, thestockingofbooks is lesspolicyandmorepersonalchoicebut it isamiabletoseelibrariesinvitingforeigntextsometimesdependantonrequestandhavingasystemfortranslationbasedinter-libraryrequestsisveryinvitingfortheminorityofthosewhoaremultilingual.Thedisparityofforeignsignsintheseinstitutionsmaybetakenbothfrom a fairly constructivist standpoint– that seeing that the appeal for foreign languagesigns is quite low institutions so had no need for a multi-lingual sign policy. In anotherscenario, it is possible that these choices for no signage are based on ignorance of theissues. Overall, we believe the attempt of the multilingualism in these institutions isprovisionally successful. Where public services lack in immediate signage available, theymake up for in having an adequately functioning system whereby those whose firstlanguageisnotEnglishhaveaccessibilitytolanguageservices.

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6 BibliographyCouncil,Manchester."2011CensusAnalysisForManchester|PublicIntelligence|ManchesterCityCouncil".Manchester.gov.uk.N.p.,2017.Web.8June2017.EqualityandDiversity.Stockport:2017,2017.Web.8June2017."Bookstart-DualLanguageBooks".Stockport.gov.uk.N.p.,2017.Web.8June2017.Ofsted.ReddishValeTechnologyCollege.Stockport:Ofsted,2014.Web.8June2017.OfstedReport.Ofsted.PriestnallSchoolInspectionReport.Stockport:Ofsted,2011.Web.8June2017."AboutUs|UHSM".UHSM.N.p.,2017.Web.8June2017.InterpretationAndTranslationServiceOperationalPolicy5.0.SouthManchester:KatarzynaKoterba/InterpretationandTranslationServiceManager,2015.Web.8June2017.InterpretationAndTranslationServiceOperationalPolicy5.0."Translations-OtherFormats-MacmillanCancerSupport-MacmillanCancerSupport".Macmillan.org.uk.N.p.,2017.Web.8June2017."BowlandMedicalPractice-InformationForNewPatientsWishingToJoinTheDoctorsSurgery".Bowlandmedicalpractice.co.uk.N.p.,2017.Web.8June2017.LanguageprovisionsinaccesstoprimaryandhospitalcareincentralManchesterLeonieE.Gaiser&YaronMatrasUniversityofManchesterSeptember2016"BaguleyDemographics(Manchester,England)".Baguley.localstats.co.uk.N.p.,2017.Web.8June2017.

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7 AppendixA)MultilingualleafletfoundinSteppingHillHospital

B)ForeignLanguagessectionfoundinStockportCentralLibrary

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C)PosterinWythenshaweHospitaldisplayingphonenumberstocallwheninneedofaninterpreter.AlsoshownonLinguaSnapp.

D)SigninWythenshaweHospitaltoindicatethelocationofthePrayerroom.AlsoshownasanuploadonLinguaSnapp.

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E)EvidencetoshowafewoftheleafletsdisplayedoutsideofMacmillanCancerSupportcentreinWythenshaweHospital

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F)LeafletprovidedbyBowlandMedicalPracticegivingphonenumbersofinterpretersbasedoneachlanguage.

G)ImagestoshowthesectionsofbookswithinWythenshaweForumLibraryPolish:

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Urdu:

Lithuanian:

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Persian:

H)PosterexplainingcomputerprintingchargesinPolish