D/deaf friendly physio services
He found that from start to finish, the service was almost impossible to use. For example, appointments were only booked over the phone which is a real challenge if you can't hear what someone is saying to you.
During treatment, there was no option for BSL (British Sign Language) to be used. This meant James was often confused about what was happening to him, had a limited understanding of his own injury, the treatment he needed, and the exercises he needed to do to support his recovery.
We also heard from other patients with communications needs who struggled with this physio clinic in a similar way.
I wasn't aware that you have the right to challenge an organisation which holds an authoritative position. You simply do what they tell you.
Since contacting the clinic manager, we're pleased to report that things are now much easier for patients - including James - with a hearing impairment (or any communications need).
Patients can now understand what their physio is saying to them, and feel in control of their treatment, because their communication preferences and needs are noted when they make an appointment.
Patients with hearing impairments can also now book appointments in alternative ways (online for example).
We've also put the clinic manager in touch with a Deaf BSL user (who is also a qualified deaf/blind communicator) so the physios and support staff at the clinic can learn more about communicating with deaf/blind patients.
Image credit: Ryukaro Tsukata, Pexels
