Summary of report content13 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. Healthwatch 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. The summary of findings highlighted areas in relation to patient feedback, staff feedback and observation. In all three hospitals there was a worry over the lack of visual fire/emergency alarm systems; they are looking into this issue more as there may be technical or clinical reasons why Emergency Departments do not have visual alarms. All three hospitals lacked clarity in how to communicate with a deaf patient if referred for a CT or MRI scan. Across all three hospitals there was a lack of consistent understanding of how to access BSL communication support when required and an inappropriate over reliance on friends and family. There was also an over reliance on writing messages, which once past reception is not the best communication method for assessment, diagnosis and communicating medical information. No statistics are kept across the three trusts visited on deaf patients. They were therefore unable to give accurate figures for the number of patients seen. There were 7 recommendations in this report which includes; patient data systems need to be amended to record the number of deaf patients, as well as other equalities monitoring information. Each Emergency Department offers BSL training to frontline reception staff. The pager system should be rolled out across all London Emergency Departments. Communication books be developed and shared by NHS Trusts and be placed on all reception areas for staff. Video interpreting is enabled in Emergency Departments, as the nature of assessment and care could mean waiting for a BSL interpreter impacts directly on patient treatment. A simple step by step guide should be developed for staff at all trusts in how to access communication support. Deaf awareness training is offered to employees and/or an online course on the intranet.
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Enter and view: Deaf Inclusion
Healthwatch Barking And Dagenham
Healthwatch City of London
Healthwatch Tower Hamlets
Healthwatch Waltham Forest
Date of publication
Wednesday, 6 May, 2015
Date evidence capture began
Friday, 24 April, 2015
Date evidence capture finished
Sunday, 6 May, 2018
Type of report
Enter and view
Health and safety
Healthwatch reference number
Was the work undertaken at the request of another organisation?
What type of organisation requested the work
If this work has been done in partnership, who is the partner?
Healthwatch Redbridge, Healthwatch Camden, Healthwatch Newham Barnet, Healthwatch City of London, Healthwatch Enfield, Healthwatch Hackney, Healthwatch Haringey, Healthwatch Tower, Healthwatch Hamlets, Healthwatch Havering, Healthwatch Waltham Forest, Healthwatch Islington, Healthwatch Barking and Dagenham
Primary research method used
How was the information collected?
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced?
Number of people who shared their views
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?
Types of health and care professionals engaged
Does the information include other people's views?
What was the main sentiment of the people who shared their views?
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?
What type of impact was determined?