Experience Report
Aintree University Hospital Southport & Ormskirk Hospital NHS Trust ‘Out patient’ Services For Deaf & hard of hearing patients’
Compiled by Healthwatch Sefton:
Reported: July 2015
Healthwatch Sefton. Company Ltd. by Guarantee Reg. No: 8453782 Healthwatch Sefton Registered Office: Sefton Council for Voluntary Service (CVS) 3rd Floor, Suite 3B, North Wing, Burlington House, Crosby Road North, Waterloo, L22 0LG Tel: (0151) 920 0726 ext 240 www.healthwatchsefton.co.uk [email protected]
Contents Page
Header Page No.
Introduction 3
Healthwatch Sefton’s Strategic Priorities 4
Summary of Main Findings 4
Experiences not included in this report 5
Statistics produced by Action on Hearing Loss 5
NHS England - Accessible Information Standard 6
Background to DeafHealth Champions 6-7
Background to Healthwatch Sefton 7-8
Healthwatch Cross Boundary work 8
How the out-patient project was promoted? 8
How experiences have been collected? 9
Anonymity 9
Summary of themes 9-11
Key Trends 12-14
Overviews of main areas / themes highlighted 14-16
Service User suggestions for improvements 17-18
Recommendations 18-19
Next Steps 19
Response from Aintree University Hospital NHS Foundation 20 Trust
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Response from Southport & Ormskirk Hospital NHS Trust 20
Acknowledgements 21
Appendix (1) - Experiences
Appendix (2) - Healthwatch Sefton Reporting Structure
Appendix (3) – Healthwatch Sefton Patient Experience Form
Appendix (4) – Aintree University Hospital NHS Foundation Trust – Main Findings and highlighted areas for improvement Appendix (5) – Southport & Ormskirk Hospital NHS Hospital Trust – Action Plan
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Introduction
Healthwatch Sefton’ Engagement & Participation Officer met with the DeafHealth Champion network in August 2014 to chat with members about their experiences of health and social care services. During the discussion with members it emerged that patients / carers and relatives were experiencing issues within out patient clinics at both Aintree University Hospital NHS Foundation Trust and Southport and Ormskirk Hospital NHS Trust, although other NHS Trusts and health services such as primary care were also highlighted.
Through the information gathered from the DeafHealth Champion members, discussions were held at the ‘South & Central Sefton Community Champion Network’ meeting to find out if this area of work required escalating to the Healthwatch Sefton Steering Group. The network agreed and escalated the issue.
Due to limited time and resources within the Healthwatch Sefton staff team it was agreed by the Healthwatch Sefton Steering Group that an initial piece of work would be carried out to find out the experiences of local people attending each of the following hospitals:
Aintree University Hospital NHS Foundation Trust Southport & Ormskirk Hospital NHS Trust
Other emerging themes arose during discussions with patients, carers and relatives including the provision of Interpreters and the maintenance of hearing aids. Where appropriate this has been included in this report and all comments /experiences are listed in Appendix 1. (Please note a separate piece of work on accessing Interpreter Services at Southport & Ormskirk NHS Trust has previously been carried out during 2014). A copy can be found on the Healthwatch Sefton website by accessing www.healthwatchsefton.co.uk/experience-reports
A work plan was drawn up for Healthwatch Sefton to gather out patient experiences for people who are Deaf or hard of hearing. This included specific engagement with:
DeafHealth Champion members – February 2015 Stay Warm Event – Sefton Opera February 2015 Southport Deaf Centre – March 2015 Brunswick Youth & Community Centre – March 2015*
*Note the session held at the Brunswick Youth & Community Centre was open to Sefton residents to attend and did not focus on one particular group. This was promoted widely through local partners and groups and in addition an article was produced in the local press. Promotional materials were used across the Healthwatch Sefton membership to ensure all members of the community had the opportunity to get involved in having ‘Their Say’.
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Healthwatch Sefton’s Strategic Priorities
Healthwatch Sefton works towards achieving a number of key strategic priorities. We work to gather the views and experiences of health and social care services from the residents of Sefton and make them known to the commissioners, providers and Healthwatch England. Below are the key strategic priorities that this area of work contributed to:
Gathering the views and understanding the experiences of patients and the public. Making people’s views known. Promoting and supporting the involvement of people in the commissioning and provision of local care services and how they are scrutinised. Making the views and experiences of people known to Healthwatch England (and to other local Healthwatch organisations) and providing a steer to help it carry out its role as national champion. Initiating independent thematic reviews / projects that highlight emerging themes.
Summary of main findings
A Total of 95 experiences were captured and recorded within this report.
Service users, family and carers highlighted areas for improvement including:
Staff training and development – for all front line staff to receive mandatory training in Deaf Awareness.
Access to information – TV screens to be made available in all out patient waiting areas to display patient names when being called.
Environmental – Room layout to be appropriate e.g. seating to face screens / and were nurses call out for patients.
Records Management – Patients who are Deaf or hard of hearing to have a flag system both electronically and on the patient file to alert staff.
Interpretation Services – Interpreters to be trained and qualified to appropriate standards for NHS care. Clear guidelines to be in place for all front line staff on how to book an Interpreter.
Appointment booking service – A text message or email service to be in place for Deaf or hard of hearing patients to change or cancel appointments. Appointment letters to confirm if an Interpreter has been booked.
For full details please refer to the sections at the end of this report ‘Service User suggestions for Improvements’ & ‘Recommendations.’
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Experiences not included in this report
During the promotion and engagement for this project a number of experiences were received in relation to other providers including Primary Care. In these instances although they have been removed from this report the experiences have been captured and reported into the national Healthwatch England database. Where experiences have been shared on other Hospital Trusts including Alder Hey Children’s Hospital and Broadgreen Hospital they have been included within this report due to them being a hospital provider and can be found in Appendix 1. Both Trusts will also be provided with a copy of this report.
Statistics produced by Action on Hearing Loss
•There are more than 10 million people in the UK with some form of hearing loss, or one in six of the population.
•From this total 3.7 million are of working age (16 – 64) and 6.3 million are of retirement age (65+).
•By 2031, it is estimated that there will be 14.5 million people with hearing loss in the UK. •More than 800,000 people in the UK are severely or profoundly deaf.
•There are more than 45,000 deaf children in the UK, plus many more who experience temporary hearing loss.
•More than 70% of over 70 year-olds and 40% of over 50 year-olds have some form of hearing loss.
•There are approximately 356,000 people with combined visual and hearing impairment in the UK.
•About two million people in the UK have hearing aids, but only 1.4 million use them regularly.
•At least four million people who don't have hearing aids would benefit from using them.
•On average it takes ten years for people to address their hearing loss. http://www.actiononhearingloss.org.uk/your-hearing/about-deafness-and-hearing- loss/statistics.aspx
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NHS England - Accessible Information Standard
The Accessible Information Standard will require health and social care organisations to identify and record the information and communication support needs of patients and service users (and where appropriate their carers and parents) where these needs relate to or are caused by a disability, impairment or sensory loss. The Standard will also require organisations to take action to ensure that those needs are met.
A new guidebook is being written for health and social care organisations across England. The guidebook will be an ‘Information Standard’ which is a set of rules which organisations must follow.
The guidebook will tell organisations how they should make sure that people with a disability or sensory loss get information in the right format for them, and any support they need to communicate. This includes providing alternative formats such as braille or easy read, and using different ways to communicate with people, such as email. It also includes arranging support from a communication professional such as a British Sign Language (BSL) interpreter or deafblind manual interpreter.
The standard will tell organisations how they should find out about, record and act upon people’s information and communication support needs.
The standard will particularly affect people who are d/Deaf, blind, deafblind, have some hearing or visual loss, and / or a learning disability. It is also thought that the standard will support people with aphasia, autism, and / or a mental health condition which affects their ability to communicate.
The plan is that the standard will cover all providers and commissioners of NHS and adult social care, including GPs, clinical commissioning groups (CCGs) and hospitals. http://www.england.nhs.uk/ourwork/patients/accessibleinfo-2/
Background: DeafHealth Champions
Deaf Health Champions (DHC) is a Department of Health funded project engaging Deaf communities with their local Healthwatch. Deaf people continue to be chronically excluded from health and social care.
SignHealth’s 2014 Sick of It Report found deaf people experience poorer health, poorer diagnosis and poorer treatment or management of health conditions. Research showed that as a result deaf individuals were more likely to be overweight, have undiagnosed high blood pressure or diabetes. The DHC project team envisions a future where every deaf person has full access to health services, an excellent patient experience and the information to make healthier lifestyle 6 choices. Healthwatch Sefton is one of our key partners, demonstrating a commitment to improving deaf health by genuinely involving and empowering local deaf communities.
DHC is a partnership of five UK deaf charities, Merseyside Society for Deaf People, SignHealth, Manchester Deaf Centre, Cumbria DeafVision and The UK Council on Deafness. In Merseyside, Volunteer Co-ordinator Janice Connolly manages a team of 35 deaf volunteers. Janice is well known in the deaf community and is herself a native British Sign Language user. Working with Healthwatch Sefton Janice regularly facilitates wider community consultations and health events.
“From raising the expected standard of interpreter provision with the local hospital trusts to sitting and listening to the experiences of deaf people, Healthwatch Sefton have proved to be a true Deaf Health Champion.” Janice Connolly, Deaf Health Champions in Merseyside.
Background: Healthwatch Sefton
Healthwatch Sefton is the independent health and social care champion giving children, young people and adults a powerful voice in shaping local services. Healthwatch is here to help people get the best out of their local health and social care services - whether it’s improving them today or helping to shape them for tomorrow. Healthwatch Sefton is all about local voices being able to influence the delivery and design of local services. Healthwatch plays a role at both a national and a local level and makes sure that the views of the public and people who use services are taken into account.
Healthwatch Sefton is an independent company limited by guarantee, under the auspices of Sefton Council for Voluntary Service (Sefton CVS). Healthwatch Sefton will;
• Promote and support the involvement of local people in the commissioning, the provision and scrutiny of local care services.
• Enable local people to monitor the standard of provision of local health and social care services.
• Obtain the views of local people regarding their needs for, and experiences of, local health and social care services and importantly to make these views known.
• Produce reports and recommendations and share then with providers, commissioners, people responsible for managing/scrutinising local health and social care services and Healthwatch England which will influence the way services are designed and delivered.
• Influence how services are commissioned by having a seat on the local Health and Well Being Board.
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• Support trained volunteers to complete Enter and View visits on health and social care services accessed by Sefton residents.
• Provide advice and information through its signposting and information service about access to local services so choices can be made about local care services.
Healthwatch Cross Boundary work
Healthwatch Sefton’s Engagement & Participation Officer met with neighbouring Healthwatch’s to share the out patient project information and to find out if other Healthwatch’s had received similar experiences from local people. Both Healthwatch Knowsley and Healthwatch St. Helens agreed to look into carrying out a similar piece of work to gather experiences from local people who were Deaf or hard of hearing accessing out patient clinics in hospitals within their locality areas. The findings from this report will be shared with Healthwatch England and neighbouring Merseyside Healthwatch organisations.
How the Out Patient project was promoted
Healthwatch Sefton promoted the out patient project via various methods to ensure as many Sefton residents as possible could take part. Below is a list of methods used:
Out Patient Posters (asking people to have ‘Their Say’) were distributed to:
• Healthwatch Sefton’s North and South & Central Community Champion Networks • DeafHealth Champions • Southport Deaf Centre • Aintree University Hospital - displayed in out patient clinics • Southport & Ormskirk NHS Trust - displayed in out patient clinics • Liverpool Community Health – displayed in 6 clinics across South & Central Sefton • Clinical Commissioning Group (CCG) – circulated to all GP practices across North and South Sefton
In addition:
• A local Press Release • Information was shared at both Southport & Ormskirk hospital patient engagement meeting and Aintree University Hospital patient engagement meeting • E bulletins were distributed to the Healthwatch Sefton membership • E bulletins were distributed to Sefton Council for Voluntary Services (Sefton CVS) and shared with all networks Healthwatch Sefton Website – Promoted on the primary page.
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How experiences have been collected?
The Healthwatch Sefton Experience Form was used to gather experiences (Appendix 3). In addition during group discussions a note taker was present.
Healthwatch Sefton gathered 95 separate experiences on out patient services for Deaf or hard of hearing patients. The out patient project was carried out during February 2015 – May 2015 although experiences captured outside of the specified project date have also been included in this report.
Specific groups / organisations engaged with:
DeafHealth Champions Southport Deaf Centre Sefton Opera – ‘Stay Warm Event’ for Sefton residents Brunswick Youth & Community Centre – Engagement session for Sefton residents to attend
Note: Healthwatch Sefton invested in a qualified Interpreter to engage specifically with both the DeafHealth Champions and Southport Deaf Centre.
In addition to the above experiences were received via post, email, telephone and the Healthwatch Sefton website.
Anonymity
Healthwatch Sefton has ensured no persons have been identified in anyway when producing this report. Where a person may be identified through an experience shared measures have been taken to ensure anonymity is maintained.
Summary of themes
95 – In total experience forms were completed and recorded within this report.
Of which: 15 of the experience forms completed were positive. This was particularly around staff attitudes and quality of treatment.
55 of the experience forms completed were negative. Main themes highlighted include interpreter services, access to information and staff training and development.
12 of the experiences forms completed were a mixture of positive, negative and neutral.
13 of the experiences received were neutral comments mainly offering suggestions for improvements.
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Some comments have a ‘Patient Rated Score’ which can be found with the comments at the back of this report. We use the Healthwatch England Information Bank’ database to upload all the experiences and comments we receive and tag the experiences using the national system to generate themes. Healthwatch England will also access the anonymous experiences and use the information from Sefton to help generate a national picture of health and social care issues.
Please see the illustration below of themes gathered:
Trends Positive Neutral Negative Total
Access for People 15 23 57 95 with a Disability Staff Attitudes 11 0 2 13
Suitability of 3 0 6 9 Environment Quality of 9 0 5 14 Treatment Appointment 6 0 10 16 Booking Service Interpretation 1 4 16 21 Services Staff Training and 0 1 19 20 Development Equality 2 1 2 5
Dignity & Respect 2 2 12 16
Access to a Service 3 3 13 19
Access to 2 4 12 18 Information Records 0 3 4 7 Management Waiting times 4 0 4 8 (Access to a service) Waiting times 0 1 1 2 (Patient Pathway) Appointments 0 1 5 6 (Patient Pathway) Coordination of 0 0 1 1 Services
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Admissions 0 0 1 1
Change of Service 0 0 2 2
Financial Viability 0 0 1 1
Suitability of 0 0 1 1 Provider (Org) Involvement and 0 0 1 1 Engagement Choice of Service 0 0 1 1 Provider Consent 0 0 1 1
Distance to a 0 0 2 2 Service Patient Transport 0 0 1 1
Staffing Levels 0 0 1 1
Total 58 43 181 282
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Key Trends
Positive Experiences Positive 16 14 12 10 8 6 4 2
0
Equality
Consent
Admissions
StaffingLevels
StaffAttitudes
Financial Viability Financial
PatientTransport
Dignity& Respect
ChangeofService
Accessto a Service
Distanceto a Service
Qualityof Treatment
Accessto Information
RecordsManagement
InterpretationServices
CoOrdinationof Services
Suitabilityof Environment
Choiceof Service Provider
Suitabilityof Provider (Org)
Appointment BookingService
Involvement andEngagement
StaffTraining and Development
Waitingtimes (Patient Pathway)
Appointments(Patient Pathway) Accessfor Peoplewith a Disability Waitingtimes (Access to service)a
As can be seen from the above graph 15 of the experience forms completed have been tagged as positive for ‘Access for People with a Disability’. The majority of positive experiences relate to staff attitudes, quality of treatment and the appointment booking service.
Note: on the above graph the themes ranging between waiting times (patient pathway) to staffing levels – there were no experiences reported as positive.
A Service User of Southport and Ormskirk Hospital NHS Trust stated:
‘Southport hospital is good. A couple of weeks ago I went for a chest x-ray. When I signed in she pointed to where I had to sit. The nurse came out and shouted a name. I didn’t hear what she said so I asked her did she call my name because I didn’t hear. She asked me what my name was and said she would tell me when I was being called. I thought this was really good of her’.
A Service User of Aintree University Hospital NHS Foundation Trust stated:
‘In Audiology they are smashing. They have a TV on with subtitles. The staff are good and you are seen on time’.
Further examples of positive experiences can be found in Appendix 1 12
Negative Experiences:
As can be seen from the above graph 57 of the experience forms completed have been tagged as negative for ‘Access for People with a Disability’.
A number of areas for improvement have been highlighted through the experiences received including ‘staff training and development’ being a key issue. In addition other areas raised as negative include Interpretation Services and the ‘appointment booking service’ for out patient appointments.
A Service User of Southport and Ormskirk Hospital NHS Trust stated:
I went to the eye clinic with my daughter (Southport hospital). I was seen by a foreign doctor. I could not read his mouth and my daughter told him I was deaf. He still wouldn’t listen. He gave me no hand signals for where he wanted me to look with my eyes. I left the appointment upset. I went back to my GP and he phoned the hospital to ask for me to see my usual consultant. I told my consultant what had happened’.
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A Service User of Aintree University Hospital NHS Foundation Trust stated:
‘There is no loop system or no one uses it. The nurse comes out and shouts your name. I can’t hear and it is stressful. Why can’t our names come up on a TV screen so we can see it’?
For further examples on negative comments please see Appendix 1
Overview of main areas / themes highlighted:
Positive:
From gathering the out patient experiences it is apparent that practices and processes are different not only between hospitals but also within clinics at the hospitals. Members expressed their positive experiences in relation to clinics providing subtitles on TV channels or using screens to display the name of the next patient. In addition staff attitudes were highlighted as being positive in cases were members of staff would approach patients individually to let them know when it was their appointment.
A Service User of Southport and Ormskirk Hospital NHS Trust stated:
‘I attended a clinic at Ormskirk Hospital and the nurse came out and up to me with my file. I didn’t have to sit and worry’.
Negative:
Staff Training and Development – A high number of the negative experiences related to this. Individuals reported that they felt staff, especially front line staff, needed training in Deaf Awareness. Front line staff in particular who worked in the A&E departments needed training on how to book Interpreters. Staff who are calling out names in waiting areas needed to be more aware of people who are Deaf or hard of hearing as it was reported to be stressful for patients not knowing if they have been called or not. Other areas included:
Staff to be aware of how the loop system works (if available) Patients not hearing during the consultation / not knowing why they were taking medication Doctors with different accents making lip reading more difficult Staff shouting when they find out the patient is Deaf or hard of hearing Staff calling out names in waiting areas when looking down at notes
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A Service User of Aintree University Hospital NHS Foundation Trust stated:
‘I hurt my wrist 8 weeks ago. It seemed ok at first but then it started throbbing. My daughter phoned 111 who recommended I went to the hospital. My daughter asked if they could ring ahead and arrange a sign language interpreter. They said it wasn’t their responsibility and to speak to reception when I arrived. When I arrived at Aintree I asked reception for an interpreter who said it wasn’t their responsibility and I should speak to triage. Half an hour later I was called for triage even though I had told the receptionist I was Deaf, they still ‘shouted’ my name. I requested an interpreter and they were very much ‘oh, ok then’. I felt like too much trouble. I went to x-ray with no interpreter and when I came back there was still no interpreter arranged for me.
They shouted my name from behind a screen, luckily by then I had contacted ‘Action on Hearing Loss’ and arranged my own interpreter or I would have missed my call. It was not even flagged on my form that I was Deaf. I was very angry.
They asked me to come back in 10 days. I asked if they could ensure I get an interpreter. This time it was sorted.
Interpretation Services – Individuals reported that this worked differently depending on which hospital they were attending. It was reported that patients who attended Aintree University Hospital NHS Foundation Trust were informed that an Interpreter was booked via the appointment letter but this was not the case for appointments at other hospitals including Southport & Ormskirk NHS Trust. Other areas of concern highlighted included:
Hospitals using foreign language interpreter companies who are not fully trained / qualified Interpreters having to leave the patient before they have been seen when clinics run over Hospital not taking responsibility for booking an Interpreter for an A&E visit Not having the choice of gender for the Interpreter where practical
A Professional stated: Provider Unknown
‘A 90 year old woman wanted a female interpreter but could not request this. She ended up with a man and after waiting so long for the appointment she couldn’t afford to delay any longer. She therefore ended up having to go ahead with the appointment and spent the whole time on edge and highly embarrassed’.
Appointment booking service – A number of negative comments were received in relation to the appointment booking services in general:
Not being able to text or email if a Deaf or hard of hearing patient needed to re-arrange or cancel an appointment. A dedicated family member / carer being unable to call on behalf of the patient. Not being told in the appointment letter if an Interpreter had been booked.
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A Service User stated:
‘Can the hospitals have on record who can communicate on our behalf? This needs to be on our notes for when we need someone to call on our behalf’.
A Service User of Southport & Ormskirk Hospital NHS Trust & Aintree University Hospital NHS Foundation Trust stated:
At Southport Hospital – When you get a letter you then have to phone to ask if an interpreter has been booked. You don’t receive any confirmation. Aintree Hospital has a better system with the RNID. Southport & Ormskirk is not a good system’.
Other issues highlighted included:
In patient and out patient complaints for Deaf patients too slow to be dealt with. Layout of waiting room areas in out patients – need to ensure fit for Deaf and hard of hearing patients including facing the chairs the correct way and visual displays i.e. screens for calling in patients. Glass screen used in front of reception being a barrier for Deaf and hard of hearing patients. Manual / electronic records not flagged to show that the person is Deaf or hard of hearing.
A Service User stated:
‘I have to constantly keep looking at every staff member who walks out just in case they shout somebody and that somebody is me! I spend my whole time on pins, unable to relax’.
A Service User of Aintree University Hospital NHS Foundation Trust stated:
‘Why are glass screens required in the A&E department at Aintree? Makes it difficult for Deaf people’.
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Service User suggestions for improvements:
Service users made suggestions that they felt would improve the out patient services generally within hospitals. Suggestions put forward are below:
(Please note as this report relates to more than one Hospital Trust some of the suggestions for improvements may already be in place).
Staff Training and Development
Front line staff to be provided with mandatory Deaf Awareness training. Staff to know to look up when they are working on computers / writing and not to talk and type at the same time. If a patient has an Interpreter booked the staff to be trained in the process for when clinics are running late and how to manage this.
Access to Information
TV screens to face seating areas and be made available in all out patient clinics to display patient names.
Environmental:
Room layout to be appropriate where possible. E.G. seating to face where nurses will come out and call the patients. Subtitles to be available on all TV screens that are in use in waiting areas.
Records Management:
To have a ‘colour’ or ‘ear picture’ sticker on the file and to be electronically flagged on the computer system to alert staff that the patient is Deaf or hard of hearing.
Interpretation Services:
Interpreters to be trained / qualified to the appropriate levels. Interpreters to be available for every Deaf patient. Clear guidelines for all front line staff on who is responsible for booking an Interpreter and the process to follow.
Appointment booking service:
Appointment letters to patients to confirm if an Interpreter has been booked.
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To be able to name a family member / carer / friend as someone who can communicate on your behalf with the hospital. This needs to be recorded on the patient hospital record.
Recommendations
This report relates to out patient clinics across both Aintree University Hospital NHS Foundation Trust and Southport & Ormskirk Hospital Trust. In addition experiences have also been shared on other issues / themes within the two hospitals including the provision of hearing aid kit and Interpreter services. Where experiences have been shared on other Trusts this has been included and will be shared with the Trusts.
Healthwatch Sefton would like to make the following recommendations:
Note: Healthwatch Sefton would like to note that the recommendations are in general across the two Trusts and that some of the recommendations may already be in place.
Recommendations to Hospital Trusts:
To provide Healthwatch Sefton with the number of Deaf, Deafened, Deaf Blind and Hard of hearing patients of the Trust who are Sefton residents.
To plan and work towards meeting the standards set out in the NHS England, Accessible Information Standard.
To provide mandatory Deaf Awareness training to all front line staff. Further information on how to take this forward can be obtained via the DeafHealth Champions.
To put a process in place to ensure appointment letters confirm if an Interpreter has been booked. (This is already in place at Aintree University Hospital NHS Foundation Trust).
To improve communication for all Deaf / hard of hearing patients when contacting the hospital re: appointments by implementing a text message or email service for them to query or cancel out patient appointments.
To look at ways to improve the system of highlighting that a patient is Deaf or hard of hearing when attending an out-patient clinic e.g. ‘Colour’ or ‘Ear’ stickers on file and to be highlighted electronically on the records.
To have TV screens in all clinics facing the seating area for patients to have their names displayed when being called.
If a TV is available for the showing of programmes to ensure subtitles are on.
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To ensure where loop systems are in place that staff are aware of how to use them.
Set up a form of communication with Deaf / hard of hearing patients / family and carers to look to continually improve the services by providing the opportunity for them to have ‘Their Say’.
To provide clear guidelines to front line staff on how to book Interpreters and the process to follow.
Recommendations to Healthwatch England:
To provide information on the Healthwatch England website in BSL and to encourage Healthwatch’s across England to follow suit.
Recommendations to Healthwatch Sefton:
To promote Healthwatch Sefton via the website using BSL.
To produce a summary of the out patient report in BSL.
To provide Deaf Awareness training for the Healthwatch Sefton staff team.
To train up one member of the Healthwatch Sefton staff team to BSL Level 1.
To work in partnership with other neighbouring Healthwatch’s to promote the findings and outcomes from this work.
Next Steps
Healthwatch Sefton will continue to receive experiences from patients who access out patient clinics across the Trusts and will continue to record and monitor all experiences received.
Healthwatch Sefton welcomes both a response from Aintree University Hospital NHS Foundation Trust and Southport & Ormskirk Hospital Trust and receiving information to the recommendations we have put forward in this report within 20 working days of the report being presented.
On receipt of both responses being received, the report will then be shared with the Healthwatch Steering group and once approved shall be shared with the other key stakeholders including the community champion network, Healthwatch members and the public. A copy of the Healthwatch Sefton reporting structure can be found in Appendix 2.
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Response from Aintree University Hospital NHS Foundation Trust
Healthwatch Sefton received a full response from Aintree University Hospital NHS Foundation Trust on 10th August 2015. Healthwatch Sefton would like to thank the Trust for their positive and timely response to the report. The Trust has provided a summary of main findings and highlighted areas for improvement which can be found in Appendix 4.
In addition the Trust has provided written correspondence to confirm:
‘In response to the Healthwatch Sefton Report we have explored the feasibility of introducing a vibrating pager system to alert outpatients that they are being called in for their appointment. Following a successful trial and positive feedback from patients, we have now been successful in securing funding to purchase vibrating pagers for the Outpatient Department and these will be introduced in the near future’.
Healthwatch Sefton will continue to monitor the Trust’s main findings and highlighted areas for improvement and will also work with the Healthwatch Quality Task & Finish group to request clarification / information on other issues that were raised in the Out Patient report.
Response from Southport & Ormskirk Hospital NHS Trust
Healthwatch Sefton received a response from Southport & Ormskirk NHS Trust on 19th August 2015. Healthwatch Sefton would like to thank the Trust for their timely response to the report. The Trust has provided an action plan which includes recommendations for improvements. This can be found in Appendix 5.
Healthwatch Sefton will continue to monitor the Trust’s main findings and highlighted areas for improvement and will also work with the Healthwatch Quality Task & Finish group to request clarification / information on other issues that were raised in the Out Patient report.
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Acknowledgements
Healthwatch Sefton would like to thank the following organisations / people:
Janice Connolly, DeafHealth Champions – for working closely with and supporting Healthwatch Sefton in gaining the health views and experiences of people who are Deaf and hard of hearing.
Southport Deaf Centre and members for organising an engagement session with the Tuesday club.
South & Central Community Champion Network members – for supporting the project and working with Healthwatch Sefton by promoting and organising engagement events.
Aintree University Hospital NHS Foundation Trust for promoting the out patient posters in the out patient waiting areas.
Southport &Ormskirk Hospital Trust for promoting the out patient posters in the out patient waiting areas.
Joy Warland – for her excellent Interpretation Services during engagement sessions.
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Appendix 1 – experiences shared
Provider Aintree University Hospital NHS Foundation Trust
Where did we Out patient chat at Brunswick Youth & Community Centre, Bootle gather the experience?
Who told us about Service User the experience?
Experience Out patients at Aintree hospital work ok. I have found that people come and tell me when it is my appointment. Generally they are very good.
Themes Access for people with a disability Staff attitudes Sentiment Positive
Provider Aintree University Hospital NHS Foundation Trust
Where did we Out patient chat at Brunswick Youth & Community Centre gather the experience?
Who told us about Service User the experience?
Experience The accoustics in Audiology in the new Elective Care Centre are fab.
Themes Access for people with a disability Suitability of environment
Sentiment Positive
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Provider Aintree University Hospital NHS Foundation Trust
Where did we Out patient chat at Brunswick Youth & Community Centre gather the experience?
Who told us about Service User the experience?
Experience I have had private hearing aids before and the NHS ones are better even though they are bigger. They are still quite discreet. The service from Audiology is great. If I have an issue with them (hearding aids) they just make me an appointment to go in quickly. The NHS aids are also easier to clean. I can go straight to them and i don't have to go through my doctor
Themes Access for people with a disability Quality of treatment Appointment booking service Sentiment Positive
Provider General
Where did we Out patient chat at Brunswick Youth & Community Centre, Bootle gather the experience?
Who told us about Service User the experience?
Experience Although I have come across people talking without looking at me or whilst typing on a computer, I find that if you tell them your situation they oblige with looking at you when they talk.
Themes Access for people with a disability Staff attitudes Sentiment Positive
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Provider Alder Hey Children's NHS Foundation Trust
Where did we Out patient chat at Brunswick Youth & Community Centre, Bootle gather the experience?
Who told us about carer / relative the experience?
Experience I took my son to the fracture clinic at Alder Hey and I was happy to see subtitles on the TV. This simple thing helped my son relax while waiting and gives him access to what other children have access too.
Themes Access for people with a disability Equality Suitability of environment Sentiment Positive
Provider Unknown
Where did we Out patient chat at Brunswick Youth & Community Centre, Bootle gather the experience?
Who told us about service user the experience?
Experience Provider unknown - individual stating that the cardiology clinic have subtitles on the tv screen within the waiting area. Seen as a positive by the individual who is either Deaf or Hard of Hearing.
Themes Access for people with a disability Equality Suitability of environment Sentiment Positive
1
Provider Alder Hey Children's NHS Foundation Trust
Where did we Out patient chat at Brunswick Youth & Community Centre, Bootle gather the experience?
Who told us about carer / relative the experience?
Experience The children's audiologist at the May Logan give out hearing aid batteries.
Themes Access for people with a disability Access to a Service Sentiment Positive
Provider Aintree University Hospital NHS Foundation Trust
Where did we Out patient chat at Brunswick Youth & Community Centre, Bootle gather the experience?
Who told us about Service User the experience?
Experience I can phone Aintree Audiology and get batteries and tubes sent to me. It is great.
Themes Access for people with a disability Access to a Service Sentiment Positive
Provider General
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about service user the experience?
Experience I like the use of screens to show when your name is being called.
Themes Access for people with a disability Appointment booking service Access to information Sentiment Positive
1
Provider Aintree University Hospital NHS Foundation Trust
Where did we Aintree hospital stand - ECC gather the experience?
Who told us about Service User the experience?
Experience Overall experience rated as 5 - very good. In Audiology here they are smashing. They have a tv on with subtitles. The staff are good and you are seen on time.
Themes Quality of treatment Staff attitudes Access for people with a disability Waiting times (Access to Services) Sentiment Positive
Provider Aintree University Hospital NHS Foundation Trust
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about Service User the experience?
Experience I have no problems getting an interpreter for my Audiology appointments at Aintree hospital.
Themes Access for people with a disability Access to a Service Interpretation services Sentiment Positive
2
Provider Southport and Ormskirk Hospital NHS Trust
Where did we healthwatch website share your experience gather the experience?
Who told us about Service User the experience?
Experience Submitted on Friday, 27 February, Audiology Southport DGH: Date(s) of experience: Oct 2014 - Feb 2015 overall experience rated as 5 – very good. Without exception, a first class well run service. The level of professionalism and attention to every detail is incredible. Appointments are always on time and the drop in service is a very welcome addition. I've been around 8 times over the last 6 months with requests for tweaks and adjustments and with new equipment to pair to my hearing instruments and it's never too much of a problem for the staff. If I had to single anyone out for specific praise, it would be *****. My best ever experience of a NHS department.
Themes Quality of treatment Staff attitudes Appointment booking service Waiting times (Access to Services) Access for people with a disability Sentiment Positive
1
Provider Southport and Ormskirk Hospital NHS Trust
Where did we Via Healthwatch email gather the experience?
Who told us about Service User the experience?
Experience My experience of Audiology in Southport hospital has been fantastic! After being referred by my GP, I had an appointment for an assessment within a week. The appointment was very thorough and informative. I was then made a second appointment to have a hearing aid fitted. Again I was offered a very prompt appointment, at a time that suited me (8 am) and I felt the care and attention to detail at this appointment was again excellent. I was given everything I needed there and then including information on accessing drop in support. If every department in the NHS ran like this we would have not worries!
Themes Access to Information Quality of treatment Appointment booking service Waiting times (Access to Services) Access for people with a disability Sentiment Positive
Provider Southport and Ormskirk Hospital NHS Trust
Where did we Southport Deaf Centre gather the experience?
Who told us about Service User the experience?
Experience I attended a clinic at Ormskirk hospital and the nurse came out and up to me with my file. I didn’t have to sit and worry.
Themes Access for people with a disability Dignity and Respect Staff attitudes
Sentiment Positive
1
Provider Southport and Ormskirk Hospital NHS Trust
Where did we Southport Deaf Centre gather the experience?
Who told us about Service User the experience?
Experience Southport hospital is good. Couple of weeks ago I went for a chest x- ray. When I signed in she pointed to where I had to sit. The nurse came out and shouted a name. I didn’t hear what she said so I asked her did she call my name because I didn’t hear. She asked me what my name was and said she would tell me when I was being called. I thought this was really good of her.
Themes Access for people with a disability Dignity and Respect Staff attitudes Sentiment Positive
Provider Southport and Ormskirk Hospital NHS Trust
Where did we Letter received 9th feb gather the experience?
Who told us about Service User the experience?
Experience Letter received after article appeared in the press on access to out patient clinics for patients who are deaf or have a hearing loss. I note your article on hearing loss in the visitor with interest and would like to know a little more about it. While most of my letters remain unanswered I always remain hopeful. Telephone conversations are out of the question because I cannot follow them, I lack the clarity to help me understand. I have had difficulty for many years, I am 90 years old now. I attend Southport hospital and have done so since a hearing department existed. The records will show this. They have tried to help me within the means which they are allowed to use, they tell me. I suspect there are plenty like me who pretend to hear during a conversation just for the company. I have a loop system for the tv. I would be very much interested if there are ways of improvement.
Themes Access for people with a disability Sentiment Neutral
1
Provider Aintree University Hospital NHS Foundation Trust
Where did we Out patient chat at Brunswick Youth & Community Centre, Bootle gather the experience?
Who told us about Service User the experience?
Experience Suggestion: A kit like Alder Hey Audiology provide would be good and to include dehumidifier tablets to draw out the moisture and a puffer for the condensation.
Themes Access for people with a disability Access to a Service Sentiment Neutral
Provider General
Where did we Out patient chat at Brunswick Youth & Community Centre, Bootle gather the experience?
Who told us about Service User the experience?
Experience Flashing your name or number up on a screen would be helpful.
Themes Access for people with a disability
Sentiment neutral
2
Provider General
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about service user the experience?
Experience If front line staff were trained and made responsible from the start in arranging a sign language interpreter it would help things go more smoothly. Some awareness training or some basic BSL or lip reading training.
Themes Access for people with a disability interpretation services Sentiment neutral
Provider Unknown
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about Service User the experience?
Experience I picked up a book in a hospital once and had a read. It was meant for down syndrome children but would be really useful for receptionists to have and to use to communicate with people who are Deaf.
Themes Access for people with a disability Access to Information Sentiment Neutral
1
Provider General
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about Service User the experience?
Experience It is important that interpreters are from the local area. BSL has regional variations and Liverpool has strong regional signs.
Themes Access for people with a disability Access to a Service Interpretation Services
Sentiment Neutral
Provider Southport and Ormskirk Hospital NHS Trust
Where did we Stay warm event, Atkinson Centre, Southport gather the experience?
Who told us about Service User the experience?
Experience I attend the hearing department at Southport hospital. You hand your card in and mostly they will come up to you to tell you it is your appointment. There are no tv screens (to highlight next patient) and I think this would be helpful for people with hearing problems. You can see the girls when they come out you watch their mouth for your name.
Themes Appointment booking service Access for people with a disability Access to information
Sentiment Neutral
2
Provider General
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about Service User the experience?
Experience Comment in general re: hospitals. Hospitals need to be aware that if a clinic is running late this has a greater impact on people relying on interpreters. This is because interpreters have other appointments to make and may have to leave.
Themes Access for people with a disability waiting times Appointments Interpretation services
Sentiment Neutral
Provider General
Where did we Southport Deaf Centre gather the experience?
Who told us about Service User the experience?
Experience Can they use coloured stickers on the front of our files? When the nurse then picks up the file from the reception area they can see then that the person has a hearing loss. Bus passes use colours to show that it is a disability pass.
Themes Access for people with a disability Records management
Sentiment neutral
1
Provider General
Where did we Southport Deaf Centre gather the experience?
Who told us about Service User the experience?
Experience I think they should use the stickers but with a sign of an ear on it. That way it relies less on communication between staff as to what the colour means. If this was on the front of the file then at least the nurse or member of staff who is calling the patient is aware that they have a hearing loss.
Themes Access for people with a disability Records management
Sentiment neutral
Provider General
Where did we Southport Deaf Centre gather the experience?
Who told us about Service User the experience?
Experience I suggest that if the hospitals do not accept your call on behalf of your partner then use typetalk (now called text direct). It is straight forward and they do not know who is on the other end of the phone.
Themes Access for people with a disability Access to a Service
Sentiment Neutral
1
Provider General
Where did we Southport Deaf Centre gather the experience?
Who told us about Service User the experience?
Experience Interpreters should be compulsory. There are a lot of foreign doctors. They speak English but it is a foreign mouth pattern to follow and it’s difficult.
Themes Access for people with a disability Interpretation services Sentiment neutral
Provider General
Where did we Southport Deaf Centre gather the experience?
Who told us about Service User the experience?
Experience Can the hospitals have on records who can communicate on our behalf. This needs to be on our notes for when we need someone to call on our behalf.
Themes Access for people with a disability Records management Sentiment neutral
2
Provider Aintree University Hospital NHS Foundation Trust & General
Where did we DeafHealth Champions gather the experience?
Who told us about Service User the experience?
Experience General comments from the group: People need dignity. Staff need training in deaf awareness, especially front line staff this can then filter in. Tinnitus support group - I would like to set up a support group on hospital site (Aintree hospital). Doctors sat with windows behind them, people cannot lip read.
Themes Access for people with a disability Dignity and Respect Staff training and development
Sentiment Negative
Provider Broadgreen Hospital
Where did we DeafHealth Champions gather the experience?
Who told us about Service User the experience?
Experience I had an operation on my foot. I received a letter but didn't understand it. I went along to my appointment with my husband. I handed the letter over. I could see there was a problem. I asked her she said 'no interpreter had been booked'. She asked me to wait half an hour whilst they tried to book an interpreter. I told them its never perfect when I come for an appointment. They could not find an interpreter they were all booked. I now have to wait another 2 months for my appointment. I can use text.
Themes Interpretation Services Access to Information Waiting times (Patient Pathway) Access for people with a disability
Sentiment Negative
1
Provider St Helens and Knowsley NHS Trust
Where did we Deafhealth champions gather the experience?
Who told us about Professional the experience?
Experience Approx 4 months ago at Whiston hospital A & E. They shouted his name 4 times (they told him this) then took him off the list. He went over to ask and they said they had taken him off the list. The next day as his interpreter I turned up at 8.30am for the ward round. A&E could not find him. I ended up going to about 4 different wards, no one could find him. The computer had not been updated. It was an hour before I found him. It was the assessment unit at A&E who eventually found him. I was even told he had probably been discharged but I told them that he had a serious condition and needed an operation. He told me the nurses had been communicating by writing. I looked at it and the language they had used was not basic English, it was too high level. He told me he didn't have a clue what they were writing or saying.
Themes Interpretation Services Coordination of Services Access to Information Admissions Dignity and Respect Access for people with a disability Records Management
Sentiment Negative
1
Provider General
Where did we Healthwatch email / website gather the experience?
Who told us about Service User the experience?
Experience The worst things for me and any deaf/HOH person is when a named is called in the waiting room by a nurse either behind a screen or looking down into some notes. it's a case of the staff being deaf aware.
Themes Access for people with a disability Staff Training and Development
Sentiment Negative
Provider Substance Misuse Services Sefton
Where did we Healthwatch email / website gather the experience?
Who told us about Service Provider the experience?
Experience There are some hearing impaired people who are accessing the substance misuse services in Sefton and have had difficulties in getting support.
Themes Access for people with a disability
Sentiment Negative
1
Provider Aintree University Hospital NHS Foundation Trust
Where did we Aintree hospital ECC stand gather the experience?
Who told us about Professional the experience?
Experience Only 2 loop systems working in the building so far.
Themes Access for people with a disability Suitability of environment
Sentiment Negative
Provider Aintree University Hospital NHS Foundation Trust
Where did we Group chat at Crescent Court in partnership with The Bowersdale gather the Resource Centre experience?
Who told us about the experience? Service User
Experience There is no loop system or no one uses it. The nurse comes out and shouts your name. I can't hear and it is stressful. Why can't our names come up on a tv so we can see it.
Themes Access for people with a disability Access to Information Staff Training and Development
Sentiment Negative
1
Provider Alder Hey Children's NHS Foundation Trust
Where did we Out patient chat at Brunswick Youth & Community Centre, Bootle gather the experience?
Who told us about carer / relative the experience?
Experience My son was fitted with hearing aids at Alder Hey but they had no facility to test the loop. He is 7 years old. They told us to go to ENT to see if they can help test it or try somewhere else and let them know.
Themes Access for people with a disability Access to a Service Quality of treatment
Sentiment Negative
Provider Aintree University Hospital NHS Foundation Trust
Where did we Out patient chat at Brunswick Youth & Community Centre, Bootle gather the experience?
Who told us about Service User the experience?
Experience Prince Street Clinic will only give me one pack of hearing aid batteries but I have a letter to say that I can have two packs.
Themes Access for people with a disability Access to a Service
Sentiment Negative
1
Provider Aintree University Hospital NHS Foundation Trust
Where did we Out patient chat at Brunswick Youth & Community Centre, Bootle gather the experience?
Who told us about Service User the experience?
Experience This experience relates to all NHS services including hospitals and GP's. I find people talk to me without looking at me or while typing on a computer and this is really difficult. I don't really have a lot of confidence in telling people my situation so end up missing information.
Themes Access for people with a disability Dignity and Respect Quality of treatment Staff Training and Development
Sentiment Negative
Provider General
Where did we Out patient chat at Brunswick Youth & Community Centre, Bootle gather the experience?
Who told us about Service User the experience?
Experience General comment with no provider named. I have missed appointments before today as I haven't heard my name being called. Even screens wouldn't be enough for me as my eyes are not good.
Themes Access for people with a disability Appointment booking service Staff Training and Development Access to Information
Sentiment Negative
1
Provider Alder Hey Children's NHS Foundation Trust
Where did we Out patient chat at Brunswick Youth & Community Centre, Bootle gather the experience?
Who told us about carer / relative the experience?
Experience Alder Hey recently gave my son (age 9) new aids. It is the new type they are using and all Sefton kids are getting them. However, the new aids do not work with the loop systems in the schools and the kids have so far been left in this situation for a year. They are having to wear the old style box around their necks which they hate. The impact of changing the aids they used was not fully considered by the hospital.
Themes Access for people with a disability Access to a Service Change of Service
Sentiment Negative
Provider Southport Clinic
Where did we Out patient chat at Brunswick Youth & Community Centre, Bootle gather the experience?
Who told us about carer / relative the experience?
Experience Audiology for kids at Southport clinic was not re-commissioned meaning travel to the hospital. The funding was Liverpool & Chester. This has now been re-commissioned.
Themes Access for people with a disability Access to a Service Change of service
Sentiment Negative
1
Provider General
Where did we Out patient chat at Brunswick Youth & Community Centre, Bootle gather the experience?
Who told us about Service User the experience?
Experience Comments made in general to NHS services - I sometimes find I am being given medicines and because I cannot hear properly I don't know what they are for or why I am taking them.
Themes Access for people with a disability Dignity and Respect Access to Information Staff Training and Development
Sentiment Negative
Provider Aintree University Hospital NHS Foundation Trust
Where did we Out patient chat at Brunswick Youth & Community Centre, Bootle gather the experience?
Who told us about Service User the experience?
Experience The May Logan do not give out the batteries even though that is where I go for my Audiology appointments. I have to go to Park Street Clinic.
Themes Access for people with a disability Access to a Service
Sentiment Negative
1
Provider General
Where did we Out patient chat at Brunswick Youth & Community Centre, Bootle gather the experience?
Who told us about Service User the experience?
Experience Comments made in general to NHS services -Doctors with a different accent are more difficult to understand.
Themes Access for people with a disability Access to Information
Sentiment Negative
Provider General
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about service user the experience?
Experience If you are a strong person who can stand up for yourself and argue for what you want you may get an interpreter. However, for those of us who are not like that it is very difficult to get an interpreter when you need access to health services.
Themes Access for people with a disability Interpretation services
Sentiment Negative
2
Provider General
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about Service User the experience?
Experience I have to constantly keep looking at every staff member who walks out just in case they shout somebody and that somebody is me! I spend my whole time on pins, unable to relax.
Themes Access for people with a disability Dignity and Respect Staff Training and Development
Sentiment Negative
Provider General
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about Service User the experience?
Experience Specific hospital not named. Having a glass screen is a barrier to understand people. It would help if they came out and spoke to you. They obviously have a policy to stay behind the screen.
Themes Access for people with a disability Appointments Suitability of Environment
Sentiment Negative
1
Provider General
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about Service User the experience?
Experience When I say I am Deaf they start to shout and everyone can hear.
Themes Access for people with a disability Dignity and Respect Staff Training and Development
Sentiment Negative
Provider General
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about Service User the experience?
Experience When you wear hearing aids people need to understand that there can be lots of reasons why they don't work correctly and that you may still struggle, for example, a build up of wax which can block the hearing aid, batteries running out etc… T-Loops in this situation are of no use.
Themes Access for people with a disability Staff Training and Development
Sentiment Negative
1
Provider Aintree University Hospital NHS Foundation Trust
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about service user the experience?
Experience Audiology should be more aware even making sure their waiting room layout is correct e.g. seating facing the way the nurses are going to come out and shout you. It should be automatic here.
Themes Access for people with a disability Suitability of environment
Sentiment Negative
Provider Aintree University Hospital NHS Foundation Trust
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about service user the experience?
Experience I told my Audiologist that I have started to learn sign language. I was told that Aintree hospital won't fund basic sign language for staff as not a lot of patients use it.
Themes Access for people with a disability Financial Viability Staff Training and Development
Sentiment Negative
1
Provider Aintree University Hospital NHS Foundation Trust
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about service user the experience?
Experience Why are glass screens required in the A&E department at Aintree. Makes it difficult for Deaf people
Themes Access for people with a disability Suitability of Environment
Sentiment Negative
Provider General
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about Service User the experience?
Experience Accents make lip reading more difficult and staff need to be aware of this.
Themes Access for people with a disability Staff Training and Development
Sentiment Negative
1
Provider Unknown
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about Professional the experience?
Experience Appointment letters never say that a sign language interpreter has been booked. I am regularly asked by my many clients to ring and check. At times an interpreter has already been booked and if the letter had just said so it would have saved a lot of stress and worry on the part of my clients.
Themes Access for people with a disability Access to Information Appointment booking service Interpretation Services
Sentiment Negative
Provider Unknown
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about Service User the experience?
Experience Hearing loops are of no benefit to people who are Deaf. Only 2% of deafened people benefit from a loop system. It is not a one size fits all situations. I know someone who requested the loop system and nobody knew how to switch it on in the room they were in.
Themes Access for people with a disability Staff Training and Development
Sentiment Negative
1
Provider Aintree University Hospital NHS Foundation Trust
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about service user the experience?
Experience The new complaints department at Aintree hospital looks really good. However, how do I communicate with them? We have not been considered.
Themes Access for people with a disability Access to Information Access to a Service
Sentiment Negative
Provider Unknown
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about service user the experience?
Experience When I inform the hospital that I am Deaf it always gets listed that I have a hearing impairment. I do not have a hearing impairment. I am not impaired, I am Deaf.
Themes Access for people with a disability Staff Training and Development Dignity and Respect
Sentiment Negative
2
Provider General
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about Service User the experience?
Experience When I need to contact the hospital for anything including making or cancelling appointments, I always have to get someone else to do it for me. If we could text or email this would be great. We get text reminders about appointments but we cannot reply.
Themes Access for people with a disability Appointment booking service Access to a Service
Sentiment Negative
Provider General
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about Service User the experience?
Experience Although some places have screens with the names coming up, you have to watch the screens permanently through all the adverts so you don't miss it. I'm frightened to turn away.
Themes Access for people with a disability Access to Information Appointments
Sentiment Negative
1
Provider General
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about Service User the experience?
Experience Is there not a data protection issue with having the screens? I don't like having my name come up on a screen. Somebody coming to tap me on my shoulder would be better.
Themes Access for people with a disability Appointments
Sentiment Negative
Provider Unknown
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about service user the experience?
Experience When I go for my blood tests you take a number and are called. However, you are called from inside a room and can't hear.
Themes Access for people with a disability Appointments
Sentiment Negative
1
Provider General
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about Service User the experience?
Experience Nurses come out and speak to you face to face so why are the receptionsts behind glass screens?
Themes Access for people with a disability Appointments Suitability of Environment
Sentiment Negative
Provider unknown
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about Friend the experience?
Experience I knew a person who was getting her blood pressure taken and it had gone too tight. Her interpreter was not suitably qualified and she couldn’t communicate with her properly and ended up having to put up with it.
Themes Access for people with a disability Interpretation services Quality of treatment
Sentiment Negative
2
Provider General
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about Professional the experience?
Experience Often BSL interpreters working for foreign language interpreter companies are not suitably trained. However, hospitals go with these as they are cheaper. These companies do not understand how qualified a BSL interpreter needs to be.
Themes Access for people with a disability Suitability of provider (organisation) Interpretation Services
Sentiment Negative
Provider Aintree University Hospital NHS Foundation Trust
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about Service User the experience?
Experience I was involved with Aintree hospital when they were looking for opinion of their services for Deaf / hard of hearing patients. I said that only 2% of people benefit from a hearing loop and that TV's that display names need to be easy to see and away from sun glare etc... I have never heard back on what came out of it all.
Themes Access for people with a disability Involvement and engagement
Sentiment Negative
1
Provider unknown
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about Service User the experience?
Experience when I have brought up training around Deaf / hard of hearing patients I am always told the budget won't allow for it.
Themes Access for people with a disability Staff Training and Development
Sentiment Negative
Provider unknown
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about Service User the experience?
Experience I have been in the situation were an interpreter has been arranged for the consultant rounds on the ward but the consultant was late and the interpreter had to leave for another job. I was then left unable to communicate with the consultant. The situation is the same for many people attending a clinic that over runs.
Themes Access for people with a disability Interpretation services Sentiment Negative
1
Provider Aintree University Hospital NHS Foundation Trust
Where did we Member of Sefton CVS staff gather the experience?
Who told us about carer / relative the experience?
Experience Wife who has problems with her hearing has problems getting through to the Audiology department at Aintree University Hospital. On occasions it has taken half a day to get through.
Themes Appointment booking service Access for people with a disability
Sentiment Negative
Provider Aintree University Hospital NHS Foundation Trust
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about Service User the experience?
Experience • 12 months ago my partner, who is deaf, hurt his shoulder. It was 8am in the morning. I text ‘Action on Hearing Loss’ but got no reply. Not open until 9am. We had to wait a long time in A&E being given pain killers by the nurse while waiting for an interpreter. The hospital didn’t make arrangements but just waited for my own arrangements for an interpreter to work out. The nurse kept trying to speak to me about his situation but I’m also deaf. I finally got an interpreter but because it took so long to be seen, the interpreter had to leave and I had to wait for a 2nd interpreter and we couldn’t communicate with the doctor without and interpreter. We ended up having to come back the next day and the hospital had an interpreter arranged. We therefore waited over 24 hours for treatment. AINTREE HOSPITAL.
Themes Access for people with a disability Interpretation services Equality Staff Training and Development Sentiment Negative
1
Provider General
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about Professional the experience?
Experience I know of people who are provided with Level 2 interpreters for cancer appointments. This is not good enough. A more qualified person knows to bring the language down to the patients level as well as how to interpret the complicated language. A level 2 interpreter would not have this skill level
Themes Access for people with a disability Interpretation services Sentiment Negative
Provider Aintree University Hospital NHS Foundation Trust
Where did we Talk to DeafHealth Champions gather the experience?
Who told us about Service User the experience?
Experience Layout of reception in Audiology is terrible. They need a display screen for names being called, more dignity. They shout out people's names. It is like waving to a blind man. They could use vibrator pagers and staff need training.
Themes Dignity and Respect Staff Training and Development Access for people with a disability
Sentiment Negative
1
Provider Aintree University Hospital NHS Foundation Trust
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about Service User the experience?
Experience I hurt wrist 8 weeks ago. It seemed ok at first but then started throbbing. My daughter phoned 111 who recommended I went the hospital. My daughter asked if they could ring ahead and arrange a sign language interpreter. They said it wasn't their responsibility and to speak to reception when i arrive. When i arrived at Aintree I asked reception for an interpreter who said it wasn't their responsibility and i should speak to the triage. Half an hour later I was called for triage even though i had told the receptionist I was deaf - they still shouted my name. I requested an interpreter and they were very much 'oh, ok then'. I felt like too much trouble. I went to x-ray with no interpreter and when i came back there was still no interpreter arranged for me. They shouted my name from behind a screen, luckily by then I had contacted 'Action on Hearing Loss' and arranged my own interpreter or i would have missed my call. It was not even flagged on my form that i was deaf. I was very angry. They asked me to come back in 10 days. I asked if they could ensure i get an interpreter. This time it was sorted.
Themes Access for people with a disability Dignity and Respect Interpretation services Staff Training and Development Staff attitudes Records Management
Sentiment Negative
1
Provider General
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about Service User the experience?
Experience Those who require BSL Interpreters should not be treated less favourably than those who need foreign language interpreters.
Themes Access for people with a disability Equality Interpretation services Sentiment Negative
Provider Unknown
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about Professional the experience?
Experience A 90 year old woman wanted a female interpreter but could not request this. She ended up with a man and after waiting so long for the appointment couldn’t afford to delay any longer. She therefore ended up having to go ahead with the appointment and spent the whole time on edge and highly embarrassed.
Themes Access for people with a disability Dignity and Respect Interpretation services Choice of service provider Sentiment Negative
2
Provider Unknown
Where did we out patient chat DeafHealth champions gather the experience?
Who told us about Service User the experience?
Experience I had an interpreter at every appointment and then suddenly turned up to one and there was no interpreter. If the appointment letters confirmed the interpreter booking then I would have noticed it had been forgotten for this appointment and avoid the stress that followed.
Themes Access for people with a disability Appointment booking service Interpretation services
Sentiment Negative
Provider General
Where did we Southport Deaf Centre gather the experience?
Who told us about Service User the experience?
Experience I have asked for the stickers on my file several times and no clinic has ever done this for me. We can’t hear when we are being shouted.
Themes Access for people with a disability Records Management
Sentiment Negative
1
Provider unknown
Where did we Southport Deaf Centre gather the experience?
Who told us about Service User the experience?
Experience I went to a reception desk in an out patient clinic and was told by the member of staff to move to the loop area. I am Deaf, I cannot use the loop. Front line staff need deaf awareness training.
Themes Access for people with a disability Staff Training and Development
Sentiment Negative
Provider General
Where did we Southport Deaf Centre gather the experience?
Who told us about Service User the experience?
Experience There are not enough sign language interpreters available at the hospitals. An interpreter must be a professional as it is regarding health issues that can be complex. An interpreter must be qualified to the right level.
Themes Access for people with a disability Interpretation services
Sentiment Negative
1
Provider Southport and Ormskirk Hospital NHS Trust
Where did we Southport Deaf Centre gather the experience?
Who told us about Service User the experience?
Experience Southport Hospital – When you get a letter you have to then phone to ask if an interpreter is booked. You don’t receive any confirmation. Aintree hospital have a better system with the RNID. Southport & Ormskirk hospital is not a good system.
Themes Access for people with a disability Appointment booking service Interpretation Services
Sentiment Negative
Provider unknown
Where did we Southport Deaf Centre gather the experience?
Who told us about Service User the experience?
Experience Blood tests – When you go for blood tests you have to take a number. You have to keep watching people around you to see who was in front of you as they shout out the numbers and you cannot hear them.
Themes Access for people with a disability Appointment booking service Dignity and Respect
Sentiment Negative
1
Provider Southport and Ormskirk Hospital NHS Trust
Where did we Southport Deaf Centre gather the experience?
Who told us about Service User the experience?
Experience Ormskirk hospital – I am waiting for an operation. My husband phoned the hospital to ask where I am on the waiting list. They would not speak to him. He told them I was Deaf. They said they would send out a letter to me but if I didn’t receive the letter for me to go back to my GP. I still haven’t heard anything. Why can’t people be named as being able to communicate on behalf of a deaf person?
Themes Access for people with a disability Appointment booking service Consent
Sentiment Negative
Provider Southport and Ormskirk Hospital NHS Trust
Where did we Southport Deaf Centre gather the experience?
Who told us about Service User the experience?
Experience Southport hospital – Last week I went to get my hearing aid mould repaired as my mould had split. So far it is still not repaired. I am in agony and they have said I have to go to ENT. They have said I have to go back to my doctors to be referred. I now have to wait. The doctors can’t do the suction on my ear as they have said I have hard wax.
Themes Access for people with a disability Quality of treatment Sentiment Negative
1
Provider Southport and Ormskirk Hospital NHS Trust
Where did we Southport Deaf Centre gather the experience?
Who told us about Service User the experience?
Experience Southport hospital – I went the eye clinic with my daughter. I was seen by a foreign doctor. I could not read his mouth and my daughter told him I was deaf. He still wouldn’t listen. He gave me no hand signals for where he wanted me to look with my eyes. I left the appointment upset. I went back to my GP and he phoned the hospital to ask for me to see my usual consultant. I told my consultant what had happened.
Themes Access for people with a disability Quality of treatment Dignity and Respect Staff attitudes
Sentiment Negative
Provider Alder Hey Children's NHS Foundation Trust
Where did we Out patient chat at Brunswick Youth & Community Centre gather the experience?
Who told us about carer / relative the experience?
Experience Alder Hey are good with giving out batteries but are reluctant with the dehumidifier tablets which draw out moisture. We also have a puffer for condensation.
Themes Access for people with a disability Access to a Service Sentiment Mixed
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Provider Aintree University Hospital NHS Foundation Trust
Where did we Out patient chat at Brunswick Youth & Community Centre gather the experience?
Who told us about Service User the experience?
Experience I have an annual review for my heart but I have to tell them everytime I go that I have a hearing issue. When I tell them they are helpful but then I have the confidence to do this and I make sure I do where ever I go - not everyone does. A simple sticker on my file or a flag on the computer would help staff to support patients better as well as supporting patients who are perhaps not confident enough to state their needs everytime they attend a clinic.
Themes Access for people with a disability Equality Dignity and Respect Records Management Sentiment Mixed
Provider Southport and Ormskirk Hospital NHS Trust
Where did we Stay warm event, Atkinson Centre gather the experience?
Who told us about Service User the experience?
Experience Out patient clinics for people who are deaf or have a hearing loss. Staff at Ormskirk hospital are not as open, you have to really watch for being called. You have to spot the person who is shouting people and really watch. Southport hospital are better at this. Names displayed or a sign would improve this. I have not seen any signs asking for patients who are Deaf or hard of hearing to let staff know.
Themes Access to Information Access for people with a disability Staff Training and Development
Sentiment Mixed
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Provider Aintree University Hospital NHS Foundation Trust
Where did we Aintree hospital stand - ECC gather the experience?
Who told us about Service User the experience?
Experience Overall experience rated as 5 -very good. It has been very good I have had 2 hearing aids fitted. I can't hear very well so I always ask the receptionist to come and tell me when I am being called. It would be better if they could have a board to display your name. Also when you have to pick a carer / relative up you have to ring. It would be better if the hospital could text me (due to hearing) to let me know when he is ready.
Themes Access to Information Quality of treatment Access for people with a disability
Sentiment Mixed
Provider Southport and Ormskirk Hospital NHS Trust
Where did we Stay Warm Event, Atkinson Centre gather the experience?
Who told us about Service User the experience?
Experience (Hearing loss patient) Sometimes you wait ages. You pick up a number and wait to be called. It works ok for me. My hearing is worse with the tv. I have not noticed any signs up re: waiting times.
Themes Access to Information Appointment booking service Waiting times (Access to Services) Access for people with a disability
Sentiment Mixed
1
Provider Southport and Ormskirk Hospital NHS Trust
Where did we Stay Warm Event, Atkinson Centre gather the experience?
Who told us about Service User the experience?
Experience They have cut back on giving out hearing aid batteries. People have to traipse up and down to get them. You used to be able to pick them up at your local chemist but they have stopped this now. Formby Clinic - When you check in they get you to sit near to the clinic you are going in. *** comes out and personally calls you. Audiology Southport - You take a card with a number on it and you can be there an hour before you are called. You are just left waiting and this could be for a small adjustment.
Themes Access to a Service Access to Information Waiting times (Access to Services) Access for people with a disability Sentiment Mixed
Provider Southport and Ormskirk Hospital NHS Trust
Where did we via Healthwatch website gather the experience?
Who told us about Service User the experience? Experience Audiology Southport Hospital : Excellent service, really nice and friendly staff. Very happy with the service and arrangements for getting additional battery's especially when I go though 1 a week! Would of liked to be able to obtain the plastic tube part also via the same method as getting the batterys (currently via Boots) I have been advised I have to return to the hospital after 3 months to get replacement plastic tubeing which seems rather labourious. It would of been helpful if I could pick up the replacements also at a clinic near to my home or from Boots too. Date(s) of experience: December 2014 and January 2015 Overall experience rated as: Excellent 5+
Themes Access to a Service Quality of treatment Staff attitudes Access for people with a disability Distance to a service Sentiment Mixed
1
Provider Southport and Ormskirk Hospital NHS Trust
Where did we Stay Warm Event - Atkinson Centre gather the experience?
Who told us about Service User the experience?
Experience Hearing Aid tubes - You used to be able to get a replacement every 2 months but you now have to wait for 4 months. If you have a build up of wax this then affects your hearing. Southport Audiology - I don't have a problem with the system but I go very early in the morning. Formby Clinic - This is ok and is a more personal and nicer service.
Themes Access to a Service Staff attitudes Appointment booking service Access for people with a disability Sentiment Mixed
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Provider Aintree University Hospital NHS Foundation Trust
Where did we Deafhealth Champion meeting at 3tc building gather the experience?
Who told us about Service User the experience? Experience Deaf / Health group. Main areas discussed: Aintree hospital * In-patient & out-patient for deaf patients - complaints too slow to be dealt with. *Layout in Audiology is terrible. Need display up for names being called to provide dignity for patients. Staff keep shouting names out, this is like waving to a blind person. *Vibrating pagers should be used for blind and deaf patients. Staff also need training on how to use them. *Patients need dignity and staff need training in deaf awareness, especially the front line staff. *Doctors who sit with a window behind them need to ensure they move when talking with a deaf patient. Positive - Aintree hospital provide a room / tea / coffee for support group on the 1st Tuesday of every month in the Clinical Science building
Themes Access to a Service Dignity and Respect Staff Training and Development Suitability of environment Access for people with a disability
Sentiment Mixed
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Provider Aintree University Hospital NHS Foundation Trust
Where did we Aintree hospital ECC stand gather the experience?
Who told us about Service User the experience?
Experience We were here an hour early because of the ambulance. It has been a bit slow. There is one young man here who is excellent. They keep shouting to get people's attention. This works for me being hard of hearing. I have not had any problems as my wife listens for me. All the clinics are good here.
Themes Patient Transport Quality of treatment Staff attitudes Waiting times (Access to Services) Access for people with a disability
Sentiment Mixed
Provider Aintree University Hospital NHS Foundation Trust
Where did we Aintree hospital stand - ECC gather the experience?
Who told us about Service User the experience?
Experience Overall experience rated as 5 - very good. It has all been fine today. I have been in and out before my time. The staff are lovely and very understanding. I always bring my husband with me to my appointments as I can't hear a word and I would be very embarrassed if my name was called and I missed it. It would be better if all clinics and GP's could have screens.
Themes Access to Information Quality of treatment Staff attitudes Waiting times (Access to Services) Access for people with a disability
Sentiment Mixed
1
Provider Southport and Ormskirk Hospital NHS Trust
Where did we Via website gather the experience?
Who told us about Service User the experience?
Experience Just received an email from *** , about the Audiology services provided in the Sefton Area. I did speak to a very kind lady at the Sefton Well Living event at the Atkinson on Monday along with other deaf people about the services provided in our area. We said we were not at all happy about the proposed cuts from two hearing aids to one in the future and also we objected to only being given two cards of batteries now. It is ok while we can pick them up at Formby Clinic but it is a long trek from Formby on the no 44 bus which is due to become just an hourly service just to pick up batteries at DGH. Please don't let them axe this collection facility at Formby. We said we were all very happy about the services offered by Audiology at Formby Clinic but felt the reception area at DGH could be more user friendly. We all hated having to sit with our numbered card for goodness knows how long waiting to be seen. Yesterday, I had a very positive visit to Audiology at DGH however. I had been to the hospital to pick up my audiogram reports to send to Hearing Dogs and decided to walk the corridors to Audiology to ask if I could have a new ear piece made for my left ear as the present one keeps falling out. On entering the dept. the only other person waiting said there was no one on reception that day and I should only take a card and wait. Then my luck changed - my Audiologist ** , came out for her next patient who had not turned up and asked me if she could help. She had recognised me and I asked if I could have an appointment for Formby Clinic and why. She said as her patient hadn't arrived she would take an impression there and then, which she did. I am to go back to Formby Clinic on ** March to have the earpiece put on to my hearing aid. I felt the angels were looking after me yesterday and would just like you to know good things happen as well as the long waiting periods, etc.
Themes Access to a Service Quality of treatment Staff attitudes Staffing Levels Appointment booking service Waiting times (Access to Services) Access for people with a disability Distance to a service Sentiment Mixed
1
Provider Southport and Ormskirk Hospital NHS Trust
Where did we Southport Deaf Centre gather the experience?
Who told us about Service User the experience?
Experience Action on Hearing Loss send out letters stating that the interpreters are booked, they are brilliant. Aintree hospital do this but Southport and Ormskirk don’t. This would be a good improvement for Southport and Ormskirk hospital if they could put it in writing to patients that interpreters were booked.
Themes Access for people with a disability Appointment booking service Interpretation Services
Sentiment mixed
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Appendix 2 - Healthwatch Sefton Reporting Structure
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Appendix 3 - Healthwatch Sefton Share Your Experience Form
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Appendix 4 – Response from Aintree University Hospital NHS Foundation Trust
Lower Lane Aintree Liverpool L9 7AL
Hospital Switchboard: (0151) 525 5980
10th August 2015
Dear Mrs Blair
Re: Experience Report - Outpatient Services for Deaf and Hard of Hearing Patients
Thank you for your recent report received on 21st July 2015, which details the experiences of 95 Deaf and hard of hearing patients who had attended outpatient appointments at Aintree University Hospital (AUH) NHS Foundation Trust and Southport & Ormskirk Hospital NHS Trust.
Firstly, I would like to acknowledge the number of positive experiences reported, particularly around the quality of care and staff attitude within our Audiology Department. This is an area in which our patients have repeatedly praised us, and the service provided by the staff within this department has also been highlighted nationally as an exemplar of care for patients who are Deaf or hard or hearing. It is also encouraging to note the positive experiences of patients attending the monthly AUH Cochlear Implant User Group.
Secondly, I would like to thank the staff at Healthwatch Sefton for taking the time to speak to our patients and for compiling the report. I note that the report contains feedback from patients who have accessed services at other organisations, or who do not specify which organisation they are referring to, and I am unable to comment on their experiences. However, I have endeavoured to respond to the comments and recommendations specific to AUH.
Summary of main findings and highlighted areas for improvement:
. Staff training and development – For all front line staff to receive mandatory training in Deaf Awareness
Staff at AUH are able to access Deaf Awareness Training via our electronic ‘Training Tracker’ system, and to date over 1150 staff have completed this module. In addition, inpatient wards have an identified Deaf Awareness Champion who is responsible for providing additional ward based training to front line staff. This initiative will be rolled out to staff who work in the Outpatient Department. I can also confirm that ‘Deaf Awareness’ has been included as a topic for discussion during our monthly Senior Nurse Walk Arounds. In addition, our front line staff are encouraged to access AUH Audiology Department ‘Hearing Aid Maintenance Classes’ to ensure that they are able to provide support to Deaf and hard of hearing patients outside of the hours worked by our Audiology Team.
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With regards to the comments specific to our Accident & Emergency Department (AED), I can confirm that the Senior Nurses within this department have been sent the Trust’s Interpretation and Translation Standard Operating Procedure (SOP) and Flowchart, and have been asked to remind all staff that they can access a British Sign Language Interpreter, day or night, 7 days a week. In addition, a Deaf Awareness Champion identified for AED has this month received specific specialist training from the Audiology Team.
. Access to information – TV screens to be made available in all outpatient waiting areas to display patient names when being called
All television sets located in outpatient areas are formatted to display sub-titles to support easier access of information for patients who are Deaf or hard of hearing. However, based on patient feedback obtained from patients attending the Audiology Department (>100 patients surveyed each quarter); it is clear that not all patients are in favour of their name being displayed to indicate that they are being called in for their appointment. Some patients have raised concerns in relation to this breaching their confidentiality, and also pointed out to us that this would not be accessible to patients who are blind or who are deaf/blind.
With regards to other improvements; an audit undertaken by the Deaf Awareness Group has indicated that the majority of Deaf or hard of hearing patients attending our hospital worry about not hearing their name called for an appointment. In response to this we have explored the feasibility of introducing a vibrating pager system to alert outpatients that they are being called in for their appointment. Following a successful trial and positive feedback from patients, we have now been successful in securing funding to purchase vibrating pagers for the Outpatient Department.
. Records Management – Patients who are Deaf or hard of hearing to have a flag system both electronically and on the patient file to alert staff
I can confirm that we already have two ‘alerts’ displayed on Sigma (our electronic patient record system), to flag up to staff those patients who are Deaf or hard of hearing; although for reasons of patient confidentiality we are unable to record or display whether a patient is Deaf or hard of hearing on the front of the patient’s notes.
We are however in the process of fitting ‘Patient at a Glance’ Boards at the back of every inpatient bed which will alert staff that an inpatient is Deaf or hard of hearing and may need support with communication.
. Interpretation Services – Interpreters to be trained and qualified to appropriate standards for NHS care. Clear guidelines to be in place for all front line staff on how to book and interpreter
Interpretation and Translation Services are provided to the Trust under an agreement with Language Line, which includes British Sign Language (BSL) support for Deaf and deafblind patients outsourced to ‘Action on Hearing Loss’ (AoHL). AoHL have confirmed that they only use Interpreters from the National Register of Communication Professionals working with Deaf & Deafblind People (NRCPD) and that these individuals are trained to AoHL National Quality Standards, which includes the requirement that information is kept confidential.
The Trust has produced a ‘How to Guide’ which provides clear guidance to front line staff on accessing interpretation services 7 days a week. In addition, our wards have been given an Interpretation & Translation 6
Resource Folder which contains an easy to read Interpretation and Translation Access Flowchart. The folder also provides guidance for staff on the consideration of personal preferences for patients, and for providing same sex interpreters when requested.
In addition to the above, ‘how to access’ Interpretation and Translation services is discussed as part of Equality & Diversity Awareness training on Trust Induction and on Mandatory Training sessions; as well as being accessible electronically on the Trust’s internal Intranet site.
. Appointment booking service – A text message or email service to be in place for Deaf or hard of hearing patients to change or cancel appointments. Appointment letters to confirm if an Interpreter has been booked
I can confirm that patients attending the Outpatient Department receive a ‘text’ reminder of their appointment date and time, and that in addition the Audiology Department provide an email system which allows patients to confirm, cancel or change their appointment. Also, the Trust is engaged in procuring a new Electronic Patient Record System which will have the functionality to facilitate patient involvement in their outpatient appointment.
Following GP referral we endeavour to see patients as quickly as possible; often before they receive their formal appointment letter. Therefore, time does not always allow us to confirm within the letter that an Interpreter has been booked. The patient’s GP notifies the Trust of an interpreting need prior to a planned appointment, and it is at that point that the staff in the Outpatient Department arrange a BSL Interpreter.
With regards to specific patient feedback included in your report, I would like to make the additional comments: . The Trust has now installed over 20 loop systems for hearing aid users, 8 of which are in the Elective Care Centre. In addition, the Patient Advice and Complaints Team (PACT) now have a loop system in the reception area, and in addition a portable loop system is available in the PACT Relative’s Room. To ensure that we have a process in place to test the ongoing functionality of our loop systems, we have recently engaged with Healthwatch Sefton and asked for your support in the recruitment of volunteers who are hearing aid users. . Using a ‘You said – We did’ approach, the Audiology Team have redesigned the layout within the Audiology Reception Area to support improved access to information for Deaf and hard of hearing patients . The Audiology Team have also implemented a range of options to support patients who need assistance or advice relating to their hearing aid: - Same day drop off repair appointments which allow patients to avoid a long wait for an appointment - Hearing aid maintenance classes which teach patients how to service and clean their own hearing aid(s) - Hearing aid ‘face to face’ appointments are held at 3 locations within the Sefton area, and patients are able to book a slot either by phone or by email
I hope I have been able to respond to the specific findings and recommendations within your report, and I would like to take this opportunity to thank you again for highlighting the experiences of 95 deaf and hard of hearing patients visiting our organisation and Southport and Ormskirk Hospital NHS Trust. Our patients attend more than 500,000 outpatient appointments each year, and it is important to us that we listen and respond to concerns from any patient accessing our services.
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As you are aware, Healthwatch reports are shared via our Patient Experience Executive Led Group and triangulated with other sources of patient feedback which inform our annual Patient Experience Improvement Plan.
If you have any queries or require any additional clarification please contact June Taft, Corporate Assistant Director of Nursing: [email protected] or 0151 529 5073.
Yours sincerely
Nicola Firth Director of Nursing and Quality
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Appendix 5 – Response from Southport & Ormskirk Hospital NHS Trust
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Control Sheet Date Submitted 21st July 2015 Date Response Due 20th August 2015 Date Response Received Follow up Actions
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