Accessibility: are health and social care services meeting information and communication needs?

Healthwatch Sandwell undertook research to support Healthwatch England’s campaign on the Accessible Information Standard. They undertook focus groups and spoke to 83 people.

Blind and visually impaired people generally find verbal communication easier than written format; voice technology on smartphones or computers can aid communication for some people confident in using technology. Most felt they had not been asked about their information or communication needs.

People with acquired deafness or who are hard of hearing may have English as their first or second language. However, for people born Deaf, British Sign Language may be their first language, English may be their second or third language. Deaf people may have a level of understanding of English language but may not be fluent, able to hear or speak it or have much reading skills. Overall participant feedback was that information and communication needs were not being met, especially regarding meeting BSL interpreter needs.

Among people with a learning disability, findings included: low awareness of the range of primary care service options or how to access services, many aware of 999 emergency services but not NHS 111, most appointment booking is undertaken by someone else and frustrations of nothing to do in waiting rooms, some behavioural impacts.

Though there are a few examples of positive patient or service user experience and good practice, the experiences shared, voices and views within this report have served to highlight that local services are overall not meeting the Accessible Information Standard.