People with sensory loss and disabilities 'miss out on communication support from the NHS'
More than 8 in 10 patients with disabilities or sensory impairments are not having their communication needs met during health appointments, according to a new report.
Despite the introduction of the NHS Accessible Information Standard (AIS) five years ago, people are who are deaf, visually impaired or disabled are still finding it difficult to:
- make appointments
- communicate with health professionals
- find out test results
- understand advice on hospital discharge
- understand medication instructions.
The standard places a legal requirement on NHS services to support patients with certain communicate needs, by arranging, for example, British Sign Language interpreters or providing information in large print, Easy Read, or braille.
A coalition of charities, including our national body Healthwatch England, surveyed more than 900 patients or staff about the standard in late 2021.
Experience of the Accessible Information Standard
- 81% of people had had an appointment where communication needs were unmet
- 77% of eligible people rarely or never received information in alternative formats
- 67% of Deaf people hadn't been given an accessible method of contacting their GP
- 37% of professionals had never had training on the Accessible Information Standard
- 59% of complaints procedures were not accessible, according to professionals
- 1 in 3 heath & social care providers were unaware or unsure of the AIS
Findings of the survey were set out in a report published on 15 February 2022. It makes a number of recommendations, including:
- A prominent ‘flag’ must be available on health records to alert staff when patients have communication needs and what action to take meet them
- All NHS staff must be trained on the Standard and how to comply with it
- Patients must be given alternative contact methods to phoning (like email or text)
The coalition of charities calling for change is made up of: Deaf Health Charity Signhealth, Healthwatch England, Learning Disability England, Royal Association for Deaf People, RNIB, RNI:D, Sense and Visionary.
The report is available in various formats.
Healthwatch England has also published separate findings of a Freedom of Information request, showing that only 53% of hospitals or other NHS trusts ask patients about communication needs on first contact and only one-quarter record these on records. Trusts said they didn't have the IT systems, resources or staff awareness to fully meet the standard.
