Deaf Focus Group

Healthwatch Sandwell, working in partnership with Sandwell Deaf Community Association, held a focus group in December 2019 with 14 deaf and hard of hearing adults to discuss their experiences of health and social care services in Sandwell. Participants shared both positive experiences and concerns, with discussion focusing on communication, access to GP appointments, and experiences at Sandwell General Hospital's Accident and Emergency department. 

Communication difficulties were identified as the most significant issue. Participants reported that healthcare providers often failed to arrange British Sign Language (BSL) interpreters despite being aware of patients' communication needs. This frequently resulted in appointments being delayed, repeated, or conducted without effective communication support. Some participants felt this could contribute to misunderstandings, misinformation and potential misdiagnosis. The group also believed that many healthcare professionals lacked understanding of the role and importance of BSL interpreters. 

Concerns were also raised about the quality and reliability of some interpreting services. Participants reported occasions where interpreters arrived late or failed to attend appointments. The group suggested that patients should be given opportunities to provide feedback on interpreters and recommended that only fully qualified Registered Sign Language Interpreters (RSLIs, known as "Yellow Badge" interpreters) should be used. 

Participants highlighted wider accessibility issues, including the lack of visual systems to notify patients when it is their turn to be seen and insufficient use of sign language or subtitled information in healthcare settings. They recommended increased use of videos with sign language interpretation and subtitles in waiting areas and reception spaces. 

Access to GP appointments was another major concern. Participants described long waits for appointments, sometimes lasting two to three weeks, and difficulties contacting surgeries by telephone. Some reported queuing at surgeries early in the morning only to find that no appointments remained available. The group acknowledged that appointment accessibility was a wider NHS issue but felt these problems created additional barriers for deaf and hard of hearing patients. 

Experiences at Sandwell General Hospital's Accident and Emergency department were mixed. Participants appreciated the availability of hearing loop systems but reported communication difficulties with reception staff and concerns that staff were not always aware of deafness-related guidance and frameworks. Some participants described situations where communication barriers caused embarrassment or delays in receiving appropriate care and treatment. One participant reported that information from an A&E consultation was not successfully communicated to their GP, resulting in delays to follow-up treatment. 

The report noted that under the Equality Act 2010, healthcare providers have a legal duty to make reasonable adjustments for disabled people, including providing communication support such as BSL interpreters where required. Participants felt there were examples where these obligations were not being met. 

The focus group made several recommendations for commissioners and providers. These included ensuring BSL interpreters are booked in advance, improving staff understanding of deaf patients' needs, recording communication requirements on patient records, allowing longer consultation times, exploring alternative forms of appointments such as video consultations with subtitles, improving access to GP appointments, and engaging directly with the deaf community when designing services. The group also called for greater awareness and implementation of the National Commissioning Framework for Hearing Loss Services. 

Overall, the report concluded that while participants valued the NHS and recognised examples of good care, significant improvements were needed to ensure deaf and hard of hearing people could access health and social care services equitably. Effective communication support, particularly the consistent provision of qualified BSL interpreters and improved staff awareness, was identified as the key priority for improvement.