Unheard and underserved: Improving communication for Deaf and Hard of Hearing people in hospitals
We have been receiving feedback from Deaf and Hard of Hearing people facing communication challenges within local hospitals. We wanted to find out more about their experiences and also gather insights from local interpreters who work with and support the Deaf community.
We 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.
Key messages
- Lack of tailored communication methods: 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).
- Lack of accessible information: 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).
- Staff awareness: 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.
- Shortage of interpreters: 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.
Recommendations
Information and communication
- Letters should include alternative contact methods, such as an email address, option for VRS service and phone text communication.
- Letters should inform patients if an interpreter has been booked for their appointment.
- Review communication between hospital staff and interpreter agencies when finalising a booking for an interpreter.
- Assess interpreter agencies to ensure they are using interpreters with the appropriate qualifications to work in medical settings.
- Patients’ medical records to be clearly flagged if they are Deaf or Hard of Hearing.
- Hospital reception and all appointment letters should inform Deaf and Hard of Hearing patients that they can request extra time for their appointments prior to attending.
- Summary letters of appointments to be sent to Deaf and Hard of Hearing patients.
- Design a simple identification system which would help the interpreters and Deaf clients identify who is who.
- Work with GP surgeries to improve what information is shared about patients accessibility needs when there is a referral, so that hospital staff are aware that the patient is Deaf and needs an interpreter.
- Review and make accessible the PALS complaint service because it is essential
that Deaf patients can raise a complaint and leave positive feedback or where there is room for improvement.
Awareness
- Mandatory Deaf awareness training for all staff to help them understand the challenges faced by Deaf and Hard of Hearing individuals and to equip them with the skills to communicate effectively with their patients.
- Working with Deaf and Hard of Hearing people to design and deliver information and educational resources on Deaf awareness, for use in NHS health care settings.
Support
- A review of what local language service groups are available for Deaf and Hard of Hearing patients, followed by staff members signposting people who are unaware of these support groups in the local community.
Read our report
If you would like this report in a different format, email info@healthwatchwolverhampton.co.uk or call 0800 246 5018.
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Unheard and underserved: Improving communication for Deaf and Hard of Hearing people in hospitals
