Visually impaired perspective: a walkthrough at Midland Metropolitan University Hospital

Healthwatch Sandwell wanted to explore the wayfinding experiences of visually impaired and blind people at the Midland Metropolitan University Hospital, which opened in October 2024. It aims to identify barriers and propose improvements for accessibility. 4 people took part in the mystery shopping activities which involved traveling from West Bromwich Bus Station to the hospital, navigating hospital areas (main entrance, lifts, Gynaecology, Urgent Treatment Centre).

Key findings

• Travel and Transport
  • The bus signage lacked braille and was positioned too high.
  • Directions from staff were vague and not inclusive
• Hospital Entry and Navigation
  • The main entrance lacked tactile flooring;
  • Colour-coded floor lines were helpful but yellow and green were too similar for people with sight loss.
  • The audio in lifts was inconsistent and confusing for blind users.
• Department Signage
  • There were missing or unclear signs for Gynaecology and UTC, so people had to rely on volunteers.
  • Paper signs and laminated notices caused confusion.
• Staff Interaction
  • Mystery shoppers noted that there was a frequent tendency to speak to support workers instead of visually impaired individuals.
  • They felt that staff needed basic training on respectful communication and eye contact.
• Other Issues
  • Toilet signage was too small; heavy doors.
  • Volunteers were very helpful and essential for navigation.