Patient experience - interpreter services for deaf patients

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Summary of report content

In late March 2018 Healthwatch Plymouth received feedback from Healthwatch colleagues in Devon about lack of availability of a British Sign Language/English (BSL) interpreter for a surgical procedure at Derriford Hospital in Plymouth.

The following week, Healthwatch Plymouth held an engagement event at Lisson Grove GP Surgery where we took feedback from a Deaf gentleman via his BSL/English interpreter about experiences his Deaf sister had accessing an interpreter as an inpatient at Derriford Hospital and subsequent reablement stay in a care home setting.

Subsequently since this initial information, Healthwatch Plymouth have received considerable further feedback from other service users around availability of BSL/English Interpreters for appointments both in Primary and Secondary Care. This feedback has been obtained via face to face engagement, email, other organisations (Deaf Organisation based in Essex and Deaf Community in Devon) as well as discussions with several BSL/English Interpreters based in Devon and Cornwall.

The report reviews the themes in relation to British Sign Language, access, relationship between service users and interpreter and technology used.

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General details

Local Healthwatch
Healthwatch Plymouth
Publication date
Date evidence capture began
Date evidence capture finished
Type of report
Report
Key themes
Administration (records, letters, results)
Communication with patients; treatment explanation; verbal advice
Written information, guidance and publicity
Accessibility and reasonable adjustments
Caring, kindness, respect and dignity

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
General feedback
If an Enter and View methodology was applied, was the visit announced or unannounced?
N/A

Details of health and care services included in the report

Details of health and care services included in the report
General Practice (GP)
Urgent primary care, including Urgent Treatment Centres, walk-in care, out of hours GP services, minor injury and treatment centres
Other
Maternity care
Oncology and cancer care
Emergency department (inc A&E)
Name of service provider
NHS England Primary Care Commissioning Team South, University Hospitals Plymouth NHS Trust, University Hospitals Plymouth NHS Trust

Details of people who shared their views

Number of people who shared their views
0
Age group
Not known
Gender
Not known
Is the gender identity of people in the report the same as the sex they were assigned at birth?
Not known
Sexual orientation
Not known
Does this report feature carers?
No
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0
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