What welcoming a Deaf Board member taught us about accessibility in practice

Healthwatch Stockton-on-Tees reflected on its experience of welcoming  a Deaf person, onto its Board and the lessons this provided about accessibility and inclusion. To support participation in Board meetings, the organisation trialled speech-to-text technology. While the technology provided captions and increased access to discussions, it also exposed a range of barriers including delayed captions, missed words, difficulties with accents, overlapping conversations, jargon and the pace of discussion. The experience demonstrated that providing access does not automatically create inclusion. 

A key theme was the distinction between accessibility and genuine participation. Healthwatch concluded that being able to attend a meeting is not the same as being able to contribute equally. The organisation reflected that true inclusion means ensuring people can participate confidently, ask questions, influence decisions and have their voices heard, rather than simply receiving information. The report emphasised that technology can be useful but should not be viewed as a complete solution. 

The experience prompted wider reflection about how organisations involve people with lived experience. Healthwatch recognised that accessibility is best understood by listening directly to people who experience barriers. Rather than viewing accessibility as a checklist of adjustments, the report highlights the importance of ongoing learning, challenging assumptions and adapting systems in response to feedback. It also warns against confusing increasing digital access with achieving meaningful inclusion. 

Healthwatch concluded that the most important lesson was that accessibility should be defined by those who experience barriers rather than by organisations themselves.