Ensuring all Deaf BSL users experience effective communication with the Trust

Quality Improvement Poster Download

Background & Problem

Imagine being in pain, feeling anxious and having to come into a busy hospital for care and treatment. Now add to that scenario the fact that you live in a silent world and can observe others talking, but not take part. How must it feel to be addressed soundlessly, to be examined, moved and touched while watching others communicating with ease about you, but not with you?

This project is about putting processes in place to facilitate effective communication between Trust staff and Deaf patients using our services.

Aim

My aim is for 100% of Deaf BSL-users to experience good quality 2-way communication in all of their dealings with the Trust. This will improve the patient’s experience and ensure that staff can carry out their tasks and deliver care effectively.

Method

Working closely with Gloucestershire Deaf Association, I listened to ‘lived experiences’ of Deaf BSL users. The ‘Deaf Communication Card’ and reception counter-top notice were created as a result, raising awareness and empowering our Deaf patients.

Our patients’ letter template has been reworked into Plain English and has a more concise format.

With help from GDA and Trust staff, accurate communication needs alerts are now on Patients’ TrakCare records, stating that they are Deaf BSL users. This means that whenever the patient’s record is accessed, their communication need is shared.

Results

The results of putting these processes in place have been virtually instant improvements. The Trust is aware of a Deaf patient’s communication needs at the start of their journey with an appointment letter and the timely booking of a BSL interpreter.

Implications

The principles and methods used in this project can be adapted to suit patients with other communication needs, such as people with impaired hearing whose needs are completely different to those who are Deaf and people with visual or speech impairment.