A recent study reveals that many patients who are deaf or have hearing loss encounter significant communication challenges when accessing services through the National Health Service (NHS). The research, led by the University of Cambridge and the British Society of Audiology, involved a survey of over 550 individuals and was published in PLOS One. It found that nearly two-thirds of respondents missed half or more of crucial information during medical appointments.
Dr. Bhavisha Parmar from Cambridge’s Department of Clinical Neurosciences emphasized the importance of personal stories shared by participants: “The real power of this study lies in the stories people shared.” She highlighted that these barriers affect all aspects of healthcare for these patients, often leading them to avoid seeking care altogether.
The study noted that despite legal requirements under the Accessible Information Standards, NHS patients face inconsistent access to British Sign Language interpreters and other accommodations like hearing loop systems. Approximately 64.4% reported missing essential information during appointments, with only 32% satisfied with staff communication skills. Many rely on family members or advocates for communication, raising concerns about privacy and consent.
Communication issues span the entire patient journey, from booking appointments to receiving results. Actions as simple as calling a patient's name in a waiting room can cause anxiety without proper accommodations. Hearing aids must often be removed for X-rays or MRI scans, complicating verbal communication.
Parmar remarked on systemic issues: “We heard over and over that patients fear missing their name being called, or avoid making appointments altogether.” The study's inspiration came from online experiences shared by NHS audiology patients.
Zara Musker, co-author and current England Deaf Women’s futsal captain, contributed to the research due to her own challenging experiences with NHS services. She stated: “The research is extremely important as I have faced my own experiences of inadequate access.”
The researchers propose several recommendations to improve accessibility within the NHS:
- Mandatory deaf awareness training for staff
- Consistent interpreter provision across sites
- Infrastructure improvements like text-based appointment systems
“This is a legal obligation, not a luxury,” Parmar stressed regarding basic communication needs.
A practice guidance resource developed through this research is open for feedback until June 15 and will be available as a free tool to aid clinicians in improving deaf awareness.
“Ultimately, better communication for deaf patients benefits everyone,” Parmar concluded.
Reference:
Bhavisha Parmar et al., ‘“I always feel like I’m the first deaf person they have ever met.” Deaf Awareness, Accessibility and Communication in the United Kingdom's National Health Service (NHS): How can we do better?’ PLOS One (2025).