Unheard voices: experiences of using health and care services by those who are D/deaf and hard of hearing

Healthwatch Bolton wanted to understand the experiences of d/Deaf and hard of hearing people.  They undertook engagement with local groups.

Key findings

Communication is the main theme of the feedback received. Clarity is needed for both patients, service users and organisations to understand who is responsible for the booking of British Sign Language interpreters when a patient is needing treatment. All staff involved in the care of the patient should be aware of the procedure to book BSL interpreters. NHS and social care organisations need to ensure they abide by the Equality Act, and the Accessible Information Standard at all times.

Appointments are being wasted due to the confusion and lack of information and clarity around the booking of appointments for interpreters. Appointments are also problematic if a patient has to try to communication with more than one member of staff. This is not only wasteful for the NHS, but it is also detrimental to the health of the patient.

Under the Equality Act 2010, and the Disability Discrimination Act 1995 in Northern Ireland, people who are D/deaf or have hearing loss have the right to equal access to services. There is also the Accessible Information Standard, which states that all NHS dentists, doctors, hospitals, opticians and public social care providers must follow the Accessible Information Standard. Health providers must ask patients what their communication and information needs are. The NHS must record this information. Their system must flag up the needs of the patient each time, and share this information with other NHS professionals involved in the patient's care.

The report includes 12 recommendations.