Community engagement and intelligence - a focus on hearing loss

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Summary of report content

During August 2017 Healthwatch Middlesbrough and Healthwatch Redcar and Cleveland received information from Middlesbrough Deaf Centre, highlighting issues affecting some of their service users in accessing various health and social care services. To determine the impact on service users Healthwatch held a community engagement event on 1 November 2017 at the Middlesbrough Deaf Centre to give people an opportunity to share their experiences of all local health and social care services. The Deaf Centre promoted the event and CJ Interpreting Services supported Healthwatch on the day and created a BSL video informing service users about the event, which was shared within the deaf community. A total of 22 people attended the event from South Tees (Middlesbrough and Redcar & Cleveland), and were keen to share their experiences on a wide range of topics. The key issues raised were; service users lacked awareness of their rights under the Accessible Information Standard, there was a lack of implementation of Accessible Information Standard by NHS providers and Social Care Services, a lack of emergency provision of interpreting services, e.g. emergency doctor appointments and A&E, and a lack of deaf awareness with health professionals, for e.g. requesting patients to write things down or expecting family members to support them in appointments. There were also concerns over interpreting agencies employing British Sign Language interpreters who are not registered and there were no opportunities for deaf people to give feedback or make a complaint as they were not in an accessible format. There are no recommendation or formal response from the provider within the report.

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General details

Report title 
Community engagement and intelligence - a focus on hearing loss
Local Healthwatch 
Healthwatch Middlesbrough
Healthwatch Redcar & Cleveland
Date of publication 
Friday, 2 March, 2018
Date evidence capture began 
Wednesday, 1 November, 2017
Date evidence capture finished 
Wednesday, 1 November, 2017
Type of report 
Key themes 
Health inequalities
Information providing
Public involvement
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Primary research method used 
Engagement event
How was the information collected? 
Engagement Event
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Primary care services 
Dentist (non-hospital)
GP practice
Urgent care services

Details about conditions and diseases

Types of disabilities 
Types of long term conditions 
Deafness or severe hearing impairment

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.