555 Sensory Impairment Project

Healthwatch Essex worked with local sensory impairment organisations to gather the experiences of 110 people with visual impairments, hearing impairments, deafblindness and related conditions. Participants described significant difficulties accessing health and care services, particularly when booking appointments, attending consultations and receiving information in formats they could use. Many felt that services did not consistently recognise or record their communication and support needs. 

A recurring theme was the loss of independence and confidentiality. Participants often relied on family members, carers or interpreters to arrange and attend appointments because booking systems were inflexible and information was not available in accessible formats. Many reported that staff lacked awareness of sensory impairments, and that support such as hearing loops, British Sign Language interpreters, communicator guides and assistance in waiting areas was inconsistent. 

Only a small minority of participants were aware of the NHS Accessible Information Standard, and very few consistently received information in their preferred format. People highlighted the importance of having sensory impairments clearly recorded and shared between services, receiving accessible communications, and being treated as individuals rather than having to repeatedly explain their needs. Poor communication was reported to have consequences for appointments, medication use, wellbeing and quality of life. 

Overall, Healthwatch concluded that greater flexibility, accessibility and staff awareness were needed across health and care services. Recommendations included improving appointment booking systems, ensuring communication needs are properly recorded and shared, providing information in accessible formats, increasing sensory impairment awareness training, improving access to interpreters and guides, and fully implementing the Accessible Information Standard.