Deaf & Hard of Hearing Community Engagement
Interpreter and Communication Challenges
A key issue raised was the difficulty in securing BSL interpreters, with wait times up to two weeks when booking last minute. Many participants reported that GPs claim to have booked interpreters via Language Shop, but the service often receives no such request, leading to missed appointments. Interpreter availability also declines sharply after 5pm, affecting emergency care access. Video relay service interpreters frequently experience technical problems, and some doctors mistakenly confuse British Sign Language with American Sign Language, causing further miscommunication.
One resident shared a serious allergic reaction resulting from a misdiagnosis due to the lack of interpreting support. Holly Woodfield, Deaf Outreach Worker, emphasised that having an interpreter is a patient’s right: “If you prefer to sign, it’s your choice – and it matters.”
Experiences at GP Surgeries and Hospitals
Several attendees reported that appointment times were too short to meet their communication needs. While reception staff have received Deaf awareness training, many doctors have not, creating gaps in effective communication. Some Deaf patients described being bypassed in conversations or relying on hearing family members to communicate. One resident recounted teaching themselves to write quickly as interpreters are rarely available. The community expressed a clear desire for equal access to care: “I want the same access as hearing people.”
Digital and Booking Barriers
Participants also raised concerns about booking systems that lack options to request interpreters. Some were mistakenly booked for incorrect appointment types due to GP misunderstandings. The NHS app’s usability challenges and the common practice of confirming appointments by phone do not work well for Deaf patients.
Common Themes
Overall, the session highlighted a widespread lack of Deaf awareness across all service levels, no clear escalation when communication fails, and a heavy reliance on patients self-advocating or using handwritten notes. These barriers underline the urgent need for improvements to make health and care services truly accessible and inclusive.
Share your experiences
If you’d like to share your views or get involved in shaping the future of local health and care services for the Deaf community, please contact Holly Woodfield at holly.woodfield@healthwatchnewham.co.uk.
