Deaf inclusion project enter and view reports

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Summary of report content

13 Local Healthwatch across North, Central and East London have been working together on a project to improve deaf inclusion in their work and increase the involvement of London’s deaf community in the improvement of health and social care services in the capital. A key part of the project was recruiting and training volunteers from the deaf community and training them to be Authorised Representatives and mystery shoppers. The British Deaf Association (BDA) was a key partner in helping recruit the volunteers. Once trained, the 9 volunteers conducted Enter and View Visits looking at deaf access and pathways through 3 London Emergency Departments; Queen’s Hospital Romford, University College London and Newham Hospital. Healthwatch Redbridge acted as the lead Healthwatch for all the visits and as a result, this report is published through them. This Enter and View Report captures the findings and recommendations from the three visits. The findings from each hospital are presented separately, to ensure ease of access for each trust with summative conclusions and recommendations at the end of the report. NHS England has developed a new accessible information standard. The standard aims to ensure that, patients and service users, and where appropriate carers and parents, with information or communication support needs relating to a disability, impairment or sensory loss have those needs met by health and social care services and organisations. The timing of our visits therefore had strategic importance in supporting the trusts to identify the challenges deaf patients experience in accessing services and provide solutions and improvements. A secondary aim of the visits was to support London NHS Trusts ensure compliance with The Equality Delivery System (EDSII) launched in July 2011. It is a system that helps NHS organisations improve the services they provide for their local communities and provide better working environments, free of discrimination, for those who work in the NHS, while meeting the requirements of the Equality Act 2010.

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General details

Report title 
Deaf inclusion project enter and view reports
Local Healthwatch 
Healthwatch Redbridge
Date of publication 
Wednesday, 6 May, 2015
Date evidence capture began 
Thursday, 24 April, 2014
Date evidence capture finished 
Wednesday, 6 May, 2015
Type of report 
Enter and view
Key themes 
Building and facilities
Health inequalities
Health promotion
Health protection
Holistic support
Information providing
Public involvement
Quality of appointment
Quality of staffing
Staff attitudes
Staff levels
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 
Structured interview
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Secondary care services 
Acute services with overnight beds
Acute services without overnight beds / listed acute services with or without overnight beds

Details of people who shared their views

Number of people who shared their views 
Not known
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? 
Yes action has been taken or promised
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.