Experiences of using Health and Care Services by those who are D/deaf and Hard of Hearing – June 2024.
As part of Healthwatch Bolton’s workplan and obligations to listen to the views of people whose voices we seldom hear, they set about to make links with our D/deaf community with a view to opening a continuous dialogue, to gather feedback about experiences of using health and care services in Bolton (and Greater Manchester where appropriate).
Background:
There are some 46,500 deaf, Deaf and hard-of-hearing people in Bolton, 15.7% of the local population. Healthwatch Bolton met with the Chief Executive of Bolton Deaf Society – John Hesketh, who told them about some of the issues and barriers that D/deaf people face with using all public services, not just health and care. It was clear that people are still facing barriers that have been highlighted many times over the years, about the struggles D/deaf people have when accessing services.
Summary of findings
Interpreters
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.
Wasted Appointments/impact on health – 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 communicate 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.
Patient Rights
Under the Equality Act 20103, 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 Standard4, 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.
Recommendations
- There must be clear information about who is responsible for booking
interpreters and to ensure all health and care staff are aware of the
process. Both primary and secondary care organisations and social
care organisations, need to work together to ensure there is a straightforward process. - Health and care organisations should provide easily accessible
information that outlines the process when someone needs an
interpreter. - Ensure qualified interpreters are booked.
- Simplify the process to book an interpreter so that people are not forced
to communicate with more than one person, where possible. - Ensure that interpreters are booked at the correct time and place.
- GPs or other clinicians should not be asking patients to bring family
members to appointments with them. GP practices need to ensure that
patients can access a BSL interpreter for every appointment they need. - Medical records should indicate that the patient is either D/deaf or Hard
of Hearing, so that the proper communication methods can be used. - All health and care premises should not rely on audio information to
alert patients, but, should also use video technology to alert patients to
their appointment and other information. - Health and care organisations must ensure they abide by the Equality
Act and the Accessible Information Standard. - Bolton Hospital and other care providers need to explore the use of
texting to communicate with D/deaf patients. - Ensure communication tools are used and available when patients are
using health and care services. - Healthwatch should share the experiences of the D/deaf community
with Healthwatch colleagues in Greater Manchester and work together
to improve experiences.
Read the full report here.