How should we communicate with people

Healthwatch Bolton undertook research on how people with different communication needs prefer to receive and share information. They spoke to 93 people across seven focus groups, including young people, carers, people with sensory impairments, people with learning disabilities and people whose first language was not English. The project aimed to inform how Healthwatch and the wider health and care system communicate with different communities.

The research found that written communication remained the most commonly preferred format, but people wanted it presented in different ways depending on their needs. Large print, simple language, short sentences and accessible fonts were frequently requested. Young people were most likely to prefer digital communication through websites and social media, while people with sensory impairments often preferred audio formats, subtitles, signing, translated information or support from family members. Feedback on Easy Read was mixed, with some people finding it helpful and others viewing it as inappropriate or patronising.

Participants highlighted a number of barriers to accessing information, including websites that were difficult to understand, small print, limited availability of translated materials and problems arranging interpreters for healthcare appointments. Deaf participants called for greater awareness of their communication needs and easier ways to contact healthcare services without using the telephone. People with learning disabilities wanted more information in Easy Read formats and more opportunities to engage locally, while people whose first language was not English wanted accessible information in community languages. 

Healthwatch Bolton concluded that communication should be tailored to the needs of different groups rather than relying on a single format. The report recommended greater use of alternative formats such as audio, translated materials and accessible digital content, alongside direct consultation with people who are deaf or partially sighted to ensure information is provided in ways that meet their needs.