Transforming d/Deaf patient experience

Series of improvements aim to transform experience of hospital care for d/Deaf patients

Worcestershire Acute Hospitals NHS Trust, which runs the Alexandra Hospital in Redditch, Kidderminster Hospital and Treatment Centre, and Worcestershire Royal Hospital, has been raising awareness amongst staff of some of these challenges the d/Deaf community face when accessing hospital care, and providing more tools to ensure these patients’ needs can be supported.

These include new interpreting machines in the county’s Emergency Departments, d/Deaf communication cards and posters which support patients coming into hospital and ways for patients to check an interpreter has been booked which includes a patient video in British Sign Language (BSL).

The ‘WoW’ machines (Wordskii on Wheels) being trialled in Emergency Departments connect patients with an interpreter who interprets the conversation with a clinical member of staff on demand – within minutes, 24 hours a day, seven days a week – and can also invite additional consultants or family members into the conversation.

Dr Baljinder Singh, Consultant in Emergency Medicine, said: “A d/Deaf patient’s care in ED is affected by unique barriers and difficulties, particularly when an interpreter could not previously be arranged in a timely way. This latest improvement is a result of the Trust’s ongoing engagement with the local d/Deaf community and it’s fantastic to see these units being introduced, enabling our teams to better support our patients with different communication needs.

“The WoW machine at Worcestershire Royal Hospital, named ’Nemo’, was used for a patient within 24 hours of its installation. This is a brilliant example of Putting our Patients first.”

This year’s Deaf Awareness Week (2 to 8 May) theme is deaf inclusion. It aims to highlight the impact of hearing loss on daily life and how others can help support d/Deaf people.

Head of Patient, Carer and Public Engagement, Anna Sterckx, said: “We know that d/Deaf patients can face a number of difficulties when accessing healthcare services. Over the last few months we’ve been working with our staff to raise awareness of some of these challenges and provide tools to support our d/Deaf community.

“For patients, these include a ‘Deaf Communication Card’ which will support patients coming into hospital.  The card indicates that the patient communicates using BSL and includes the contact details for the Trust’s interpreting service.

“For colleagues, we have hosted a series of training and awareness events to encourage a greater understanding of d/Deafness and learn more about the available resources and BSL booking process.”

The Trust has also been working in partnership with the local d/Deaf community and health and care partners across Herefordshire and Worcestershire to produce videos in BSL, including important public health messages.

Anna added: “By sharing their experiences, the d/Deaf community has greatly assisted us with these initiatives. Their involvement will benefit patients and support our colleagues in their efforts to deliver high standards of care and put patients first.”

If you or anyone you know would benefit from a Deaf Communication Card, please contact Anna Sterckx on: [email protected]