A new study reveals that individuals who are deaf or have hearing loss face significant and ongoing communication barriers within the National Health Service (NHS), with nearly two-thirds of patients missing critical information during appointments. These barriers are causing widespread frustration and raising concerns about accessibility, privacy, and overall healthcare quality. The findings, reported in PLOS One, reflect a systemic issue in the NHS that requires urgent attention and action.
The Study: A First-Hand Look at Communication Barriers
Led by the University of Cambridge and the British Society of Audiology, the study surveyed over 550 deaf or hearing-impaired individuals, making it the largest of its kind. The research team, which included patients, clinicians, researchers, and charity representatives, aimed to understand the extent of communication problems faced by this group within the NHS.
“The real power of this study lies in the stories people shared,” said Dr. Bhavisha Parmar, lead author and researcher at Cambridge’s Department of Clinical Neurosciences. “Patients weren’t just rating their experiences – they were telling us how these barriers affect every part of their healthcare journey, and in many cases, why they avoid healthcare altogether.”
Key Findings: Widespread and Systemic Issues
The study found that despite legal requirements under the Accessible Information Standards, which mandate that NHS services provide accommodations like British Sign Language (BSL) interpreters, patients with hearing loss frequently face inadequate and inconsistent access to such services.
Nearly two-thirds (64.4%) of respondents reported missing at least half of the important information during medical appointments. Furthermore, only 32% of respondents expressed satisfaction with NHS staff communication skills. Many patients are forced to rely on family members or advocates for communication, raising significant concerns about privacy and informed consent.
Barriers Across the Entire Patient Journey
The research highlighted that communication difficulties extend beyond the consultation itself and affect the entire patient journey. Issues arose from booking appointments, receiving results, and even basic actions like being called in a waiting room. For example, patients noted that hearing aids must often be removed for scans, such as X-rays or MRIs, leaving them unable to follow verbal instructions or communicate effectively.
“We heard over and over that patients fear missing their name being called, or avoid making appointments altogether,” said Dr. Parmar. “These aren’t isolated experiences – this is a systemic issue.”
A Personal Perspective on the Issue
The study was motivated in part by the personal experiences of co-author Zara Musker, a deaf sports personality and current England Deaf Women’s futsal captain. Musker’s own frustrating encounters with the NHS motivated her to become an audiologist and advocate for better accessibility in healthcare.
“The research is extremely important as I have faced my own experiences of inadequate access and lack of deaf awareness in NHS healthcare,” Musker said. “I really hope that the results will highlight that NHS services are still not meeting the needs of patients.”
Recommendations for Improvement
In light of their findings, the research team has made several key recommendations to improve accessibility and communication for deaf patients in the NHS:
Mandatory Deaf Awareness and Communication Training: NHS staff should receive regular training on how to communicate effectively with patients who are deaf or have hearing loss.
Consistent Provision of Interpreters and Alert Systems: Access to qualified BSL interpreters and visual alert systems should be ensured across all NHS sites.
Infrastructure Improvements: Hospitals and clinics should implement text-based appointment systems and visual alerts in waiting areas to aid communication.
Walk-Through Assessments: Conducting thorough assessments of hospital environments to ensure accessibility at every stage of the patient journey.
Legal Obligation, Not a Luxury
“This is a legal obligation, not a luxury,” said Dr. Parmar. “No one should have to write down their symptoms in a GP appointment or worry they’ll miss their name being called in a waiting room. These are simple, solvable issues.”
The study also introduces a practice guidance resource, developed in consultation with patients, to help clinicians and NHS services improve their deaf awareness. This resource is available for public feedback until June 15 and will be accessible as a free tool on the British Society of Audiology website.
Conclusion
The research emphasizes that improving communication for deaf patients is not just about addressing problems—it’s about providing practical solutions that can benefit everyone. Effective communication is a cornerstone of quality healthcare, and by implementing the suggested changes, the NHS can ensure that all patients, regardless of hearing ability, receive the care they deserve.
“Ultimately, better communication for deaf patients benefits everyone,” Dr. Parmar concluded. “We’re not just pointing out problems – we’re providing practical solutions.”
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