Improving access for Deaf patients

National clinical director for primary care Dr Colin-Thomé has voiced his support for improving
GP access for deaf people following a recent meeting with SignHealth. Dr Colin-Thomé plans
to use the SignHealth website to encourage GP practices to tackle the needs of registered deaf
patients by introducing simple, common sense changes to improve patient experience.

Booking a GP or nurse appointment

Why is this a problem?
Most GP practices rely on their telephone system for appointment booking, and often these have an automated element. This leaves deaf people either relying on friends or family to make an appointment on their behalf or having to attend the practice in person.
What changes should I make?
Many people who sign (use British Sign Language) would rather use SMS text messaging or e-mail to book appointments, which many computer systems make possible. Other, normally older Deaf people, would like to use a fax machine.

Calling the patient from the waiting room

What is the problem?
Receptionist or call notification systems often use audible alerts to notify patients when the doctor is ready to see them which can often lead to delays or confusion
Solution
Ensure a member of the practice team is aware a deaf patient is to be called and alert them face-to-face when it is time for them to see the doctor. Relying on a visual display may not be a solution as many deaf people have poor sight.  

Communication in the consultation

What's the problem?
For many Deaf patients who sign, English is an unheard second language. Reading scribbled 'messages' may be difficult and the best lip-readers only 'get' 50% of words. A study by Manchester University showed that two-thirds of Deaf people said it was "very important" to have someone help them with communication when they see their doctor. Half of respondents who had no communication support did not understand what the doctor had told them. (Reeves et al, Access to health Services for Deaf People, 2004
Solution
Patient administration systems should record whether BSL is the patient's first language. When the appointment is being booked ask the patient whether they would like an interpreter. Practices should book face-to-face interpreters for most consultations and PCTs normally have an agency contract in place (the Equity & Diversity Officer will know the details). Alternatively, consider the SignTranslate website for shorter consultations. The site is free to use and displays commonly asked questions in BSL clips (and foreign languages). You can also access an online interpreter through the site.


The most important step is to ask the patient what communication support they would like. By working with the patient you can agree a solution that will work best for both of you.

Relying on TypeTalk

Why is this a problem?
 "TypeTalk" is a service that allows deaf people to make telephone calls though a special telephone operator. The deaf person types on a machine and the operator relays the message and types the response for the deaf person to read. However, this can present problems with automated appointment booking systems as options may timeout before the deaf person can respond.
What changes should I make?
You could find out if any of your registered deaf patients are able to book using the telephone system through 'TypeTalk', or provide alternative facilities (text, e-mail or fax).

Case Studies

We would like to help general practices improve the services they deliver to deaf patients, and share best practice to help GP practices achieve this. If you would like to submit details of the changes made in your practice please use our contact us page.