Unheard and underserved: Improving communication for Deaf and hard of hearing people in hospitals

Healthwatch Wolverhampton decided to undertake research on deaf and hard of hearing people's experience of hospital services. They worked on this project between April 2024 and August 2025, gathering feedback from people at community events and professional meetings, through an online survey, in-depth one-to-one conversations, and structured interviews.

The key themes that emerged from what people told Healthwatch centre around the need for accessible information, better communication, and greater Deaf awareness training for NHS staff. 

People would like to see more tailored communication methods to accommodate Deaf and hard of hearing patients when navigating all areas of hospital services. For example, letters with QR codes to access the Video Relay System (VRS). 

There is not enough accessible and inclusive information provided to Deaf and hard of hearing patients. For example, leaflets and website layouts do not accommodate British Sign Language (BSL). 

There is an apparent lack of Deaf awareness and training among NHS hospital staff. People noted that hospital staff should listen to Deaf and hard of hearing patients’ needs and follow and understand the Accessible Information standard. 

Interpreters sometimes do not attend appointments for Deaf and hard of hearing patients. Several reasons are cited for this, such as receptionists not booking interpreters and the national shortage of interpreters. People mentioned relying on family members or using alternative methods to communicate with NHS staff.