Accessing Services in Devon: Feedback from the Deaf community

This research was carried out following a meeting between Healthwatch Devon, Plymouth, and Torbay with a local representative of the Royal Association for Deaf People to discuss concerns around access to BSL interpreters, including: interpreters to support appointments in hospital and GP surgeries, interpreters to support complaints process, and access to information. Heathwatch wanted to build on previous engagement with the Deaf community to explore their experiences around complaints, GP services, and changing technology.

They held an online engagement event, which was attended by 12 members of the Deaf community, two BSL interpreters, two Healthwatch staff, a representative from Living Options, and a representative from the Royal Association of Deaf People.

The key findings from this engagement event are: people reported difficulty accessing services, including finding an interpreter, and receiving phone calls despite their notes stating they are deaf. Consequently, they feel excluded, ignored, and anxious about using services in the future.

This report makes the following recommendations:

For NHS Devon:

There is an opportunity to ensure a consistency of accessible information and support for the Deaf community across Primary Care Services (including Dentistry, Pharmacy and Opticians) as the Integrated Care System develops. We recommend that processes for requesting an interpreter are reviewed to ensure consistency and that a Communications toolkit is available for accessible information including a signed video.

Communication preferences should be easily accessible by staff on a patient’s record to avoid inappropriate communications. This should extend to the Devon and Cornwall Care Record (DCCR).

For Devon Hospital Trusts, Devon Partnership Trust and Livewell Southwest

As with Primary Care Services, there is an opportunity to share best practice and align policies and procedures as much as possible to ensure that processes for booking an interpreter are consistent from a Deaf patient’s point of view.

Communication preferences should be easily accessible by staff on a patient’s record to avoid inappropriate communications.

For Devon County Council, Plymouth City Council and Torbay Council:

To note the feedback within this report and audit Local Authority websites and services to ensure information is accessible to the Deaf community.

One Devon responded to state they are conducting a patient access review into the experience of D/deaf people that will incorporate the feedback from Healthwatch.