The Norfolk Hearing Loss and Deaf-Friendly Charter

Healthwatch Norfolk wanted to revisit how the hearing loss and Deaf-friendly charter that they had worked on in 2022 had made a difference to the service people with hearing loss experienced at GP practices. They carried out a survey with people who are Deaf and hard of hearing and contacted a sample of GP practices to ask about their awareness of the charter and accessibility measures put in place in their surgeries.  They undertook a survey to which 84 people responded

Awareness of the charter remains low among both those with hearing loss and GP practice staff. As a result, it is unlikely that the charter is being consistently implemented across primary care settings. The survey also highlighted that significant barriers to accessibility still exist for people who are Deaf or hard of hearing when accessing GP services. Common issues included difficulty booking appointments, not knowing when a clinician is ready to see them and a continued reliance on inaccessible communication methods. These challenges were reflected in conversations with GP receptionists, some of whom were unable to specify what reasonable adjustments their practice had in place.

However, there were also some positive experiences shared. Several Deaf and hard of hearing respondents reported that their GP practice had taken steps to improve accessibility, such as offering assistive technology. This was echoed by reception staff, who mentioned digital tools including hearing loops, visual display screens and recording that patients are Deaf in their record.