Deaf patients face ongoing barriers to accessible NHS information
It surveyed 1,000 people in England. The report highlights that less than a quarter (24%) of NHS staff consistently meet the communication needs of deaf patients, despite the legal requirements of the Accessible Information Standard (AIS). This finding aligns with concerns raised by Healthwatch North Yorkshire regarding the patchy implementation of accessible information across the county.
Accessible information means providing people with information they can understand and communicate with in a way that meets their needs—whether that’s large print, braille, British Sign Language, easy read, or communication support like a professional interpreter. Under the Accessible Information Standard, all NHS and adult social care services in England are legally required to identify, record, flag, share, and meet these needs.
In North Yorkshire, Healthwatch’s research found that two-thirds of people with communication needs have never been asked how they prefer to receive information, and 59% say they rely on others to read or explain NHS material because it's not accessible.
Nationally, the Royal National Institute for Deaf People and SignHealth report found that:
- 7 in 10 Deaf people and those with hearing loss have never been asked about their communication needs.
- Nearly half of British Sign Language users did not understand their diagnosis or treatment due to a lack of appropriate communication.
- One in five people missed NHS appointments because their communication needs weren’t met.
- Almost a third of NHS staff are unaware of the Accessible Information Standard.
These findings reinforce what Healthwatch North Yorkshire has heard from local people: despite legal duties, many are still left out of vital conversations about their own health and care.
The report has been covered in the Guardian, and this report includes a comment welcoming it from Louise Ansari, Chief Executive of Healthwatch England. She said:
“Everyone should receive healthcare in a format they can understand. People who have sensory impairments and learning disabilities have been waiting too long for the NHS to meet their communications needs, which are underpinned by the Equality Act.
"We have asked the government to strengthen legislation to ensure the NHS fully complies with the standard, and we urge ministers to publicly confirm their commitment to address this important equality, safety, communication and patient experience issue.”
Healthwatch England is meeting again with NHS England next month to hear about the current status of the process to refresh the Accessible Information Standard which is currently paused following criticisms of potentially negative changes.
Healthwatch North Yorkshire continues to call on local NHS services to meet their responsibilities and encourages people to share their stories to help push for change. However, some good news is that North Yorkshire Council, who provide social care services, and the local NHS hospitals and GP practices have been making some improvements thanks to public feedback and Healthwatch recommendations.
