Hearing Loss and Deaf Friendly Practice Charter

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Summary of report content

Healthwatch Norfolk and the Norfolk and Waveney Clinical Commissioning Group compiled research that has demonstrated the need for changes to improve accessibility and consultations for patients who have hearing loss or are Deaf. These changes would improve the patient experience of making and attending GP appointments.

This Hearing Loss and Deaf Friendly Practice Charter suggests ways in which GP practices can reduce variations in accessibility ensuring those affected by hearing loss are considered across all aspects of primary care activity, including making appointments, attending consultations, and receiving continued care. It was guided by the toolkit developed by the Royal College of General Practitioners (RCGP) and Royal National Institute for Deaf People (RNID) and developed for Norfolk GP practices. The Charter identifies seven areas that GP surgeries need to recognise and address to become a Hearing Loss and Deaf Friendly Practice.

These are:

  • Hearing Loss Awareness Training
  • Accessibility
  • Communication
  • Patient Records
  • Digital Technology
  • Mental Health
  • Covid-19

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General details

Report title 
Hearing Loss and Deaf Friendly Practice Charter
Local Healthwatch 
Healthwatch Norfolk
Date of publication 
Thursday, 3 February, 2022
Key themes 
Booking appointments
Communication between staff and patients
Digitalisation of services
Health inequalities
Patient records
Service delivery organisation and staffing
Staff training

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Primary research method used 
User stories
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 
GP practice

Details about conditions and diseases

Types of disabilities 

Details of people who shared their views

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

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Not applicable
Does the information contain a response from a provider? 
Not applicable
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
Not known
What type of impact was determined? 
Network related impact

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.