Overview
Healthwatch Southend published this report in May 2023.
The report looks at the experiences of deaf people when using GP services in Southend. It was carried out with support from the Royal Association for Deaf People to ensure British Sign Language (BSL) users could share their experiences.
The findings show that many deaf people face communication barriers throughout their healthcare journey, from booking appointments to speaking with healthcare professionals.
Why this work was carried out
Healthwatch Southend wanted to better understand the challenges deaf people face when accessing healthcare.
The aim was to identify practical improvements that could make GP services more accessible and help practices meet legal and NHS accessibility requirements.
How the information was gathered
Researchers spoke with members of the Southend Deaf Club in spring 2023.
Discussions focused on:
- booking GP appointments
- communication methods and technology
- whether communication needs were recognised
- experiences at GP surgeries
- experiences during consultations
The report is based on people’s lived experiences.
Key findings
Booking appointments can be difficult
Many deaf people said booking a GP appointment was challenging.
Telephone systems were often the main way to contact practices, making it difficult for people who cannot use the phone.
Some participants said they had to rely on friends or family members to make appointments for them, reducing their independence and privacy.
Appointments that required a BSL interpreter could take longer to arrange and were sometimes cancelled because an interpreter was unavailable.
Communication needs are not always recognised
Many participants said their communication needs were recorded in their medical records but were not always acted upon.
Some people had to explain their needs repeatedly.
Participants also reported that staff sometimes assumed written English would be suitable, even though British Sign Language may be their preferred language.
Technology is not always used effectively
Some participants felt digital tools could make communication easier but were not being used consistently.
For example, text messages often came from systems that did not allow replies, meaning patients still had to find another way to contact the practice.
Participants also felt some practices were not making full use of technology that could support deaf patients.
Challenges at the GP surgery
Many people described feeling anxious when arriving at a GP surgery.
Some missed appointments because they could not hear their name being called in the waiting room.
Others found it difficult to communicate at reception desks, particularly when privacy was limited.
Face masks also made communication harder because they prevented lip-reading.
Challenges during consultations
Communication difficulties often continued during appointments.
Some participants said information was not always explained clearly or in a way they could understand.
Others were asked to bring family members or friends to help interpret conversations, which raised concerns about privacy and confidentiality.
Participants reported better experiences when they saw healthcare professionals who already understood their communication needs.
Legal requirements
Deaf people are protected under the Equality Act 2010.
NHS organisations must also follow the Accessible Information Standard. This requires services to identify, record and meet people’s communication needs.
The report found that these requirements were not always being met consistently.
Recommendations
The report recommends:
- checking how well GP practices follow the Accessible Information Standard
- involving deaf people in reviews of local services
- providing deaf awareness training for all GP practice staff
- improving the use of communication technology and visual calling systems
- promoting access to professional interpreters
- ensuring plans to improve access to primary care consider the needs of deaf people and other patients with communication needs
Conclusion
The report found that many deaf people continue to face barriers when accessing GP services.
Problems with booking appointments, communication and access to interpreters can affect people’s experience of care and make it harder to get the support they need.
The findings highlight the importance of accessible communication, staff awareness and consistent support to help deaf people access healthcare with dignity, confidence and independence.
Read the full report