Poor Communication Hitting the Headlines
“Careless”, “insincere” and “unclear” communication has fuelled a surge in complaints against the NHS in England claimed a a recent BBC headline (http://www.bbc.co.uk/news/health-20254108).
As a bilateral hearing aid wearer since childhood and an NHS professional for over 20 years, I am the first to say this is sadly very much a problem, and at times I feel a lone voice amongst my NHS peers. Poor communication with colleagues remains a daily bugbear.
I am 53 and have seen great advances with the development of hearing aids and communication devices. Add to that subtitling so I can access the cinemas and theatres, and you would think that such advancement would filter out to the essential area of clear communication within the NHS. You might think there would be an understanding that clear communication could reduce costs because it would reduce problems that occur because of poor communication.
Some Scary Statistics
Looking back at some old RNID stats from 2004 (now Action on Hearing Loss) following a survey for their report ‘A Simple Cure’ (http://www.med.qub.ac.uk/DeafAwareHealth/files/asimplecure.pdf ) the statistics are startling:
24% of deaf or hearing impaired people miss appointments
19% miss more than five appointments because of poor communication (such as not being able to hear their name being called) — costing £20 million to NHS per year.
35% of deaf and hard of hearing people had experienced difficulty communicating with their GP or nurse
Sensible examples of improvements were suggested such as using remote BSL interpreting, better written information in plain English, making appointments by email or text and encouraging staff to look at how they communicate.
Action on Hearing Loss’ 2011 members’ survey (http://www.actiononhearingloss.org.uk/supporting-you/policy-research-and-influencing/research/annual-survey-of-members/annual-survey-2011.aspx ) included a set of questions about contacting and visiting the GP surgery. Over one-third of the respondents 38% felt they had missed important information when visiting their GP.
My Own Experience
From my own experience since this report there have been some improvements, such as the ability to make bookings on line and appointment reminders via text. However, when attending hospital appointments, as recently as 2 weeks ago, even though I highlighted very clearly that I am hard of hearing, have difficulty hearing my name called and so could staff please come and get me — well you guessed it – I nearly missed my appointment because I didn’t hear my name called on 2 occasions.
When, after half an hour, I approached to ask how much longer my appointment was running behind time, I was reprimanded for not ‘being there’ when my name had been called and had I popped out or been in toilet?! I won’t bore you here with my response to correct them, as I am sure many have had the same frustrating experience. So sadly things still haven’t changed and it is of no wonder that complaints about communication remain so high.
Worrying feedback about BSL interpreters within the NHS
Earlier this year a survey of BSL users’ experiences of accessing communication support in a healthcare setting came back with some worrying results:
- 48% of respondents have been unhappy with the standard of sign language interpreter provided;
- 41% of respondents have left a health appointment feeling confused about their medical condition, because they couldn’t understand the sign language interpreter;
- 29% of respondents have been confused about how to take their medication, because they couldn’t understand the sign language interpreter.
All the above outcomes suggest that Deaf people are not always being provided with registered, fully qualified, interpreters.* These statistics provide evidence for a much needed wake up call for all health providers on communication. We must not become complacent by thinking that providing BSL interpreters is the be all and end all, as clearly it is not.
A Way Forward
So why am I writing all this? I want to highlight and advocate a way forward on communication. I want to ensure that information is both recorded and understood. I want to campaign for patients to have access to services like Remote Captioning.
I am focusing on Remote Captioning because it has the advantage of being in real-time word for word what is being said by the health-practitioner during a consultation, but it can also be printed off at the end of the session and read again if there is something was unclear. It is also cost effective, flexible and available.
I have just found out about this service myself after all these years of managing without any special equipment. I even thought that Access to Work (https://www.gov.uk/access-to-work/overview ) meant helping people who were not in work get into work, and so not relevant to me!
Why Remote Captioning?
I am writing this having had my own recent personal experience using Remote Captioning in my work meetings, which came about following a fluke introduction to a Palantypist working for Bee Communications (http://www.bee-communications.com/remote-captioning.htm). This led me to meet with Beth Abbott and learn more about her organisation and how Remote Captioning works.
What a breath of fresh air to spend time with Beth, totally energised and committed to everyone having access to this service. A joy to meet with and spend time with someone who has such understanding of the differing needs of people with all forms of hearing loss and the benefits of how Remote Captioning could fit into an interpreting service.
Naturally I have begun to raise this with my own health organisation, and of course the first response is costs. Yes, there are savings to be made in the NHS but I think if we have not moved on very much from the statistics I quoted at the beginning, with £20 million of costs to NHS per year because of poor communication, then the bigger picture is obvious isn’t it?!
For those who would like the option of Remote Captioning when they attend an appointment this has got to be something we strongly advocate as a better option. When the ‘slogan’ for NHS is ‘No Decision about me without me’ we should be focusing on enabling patients to make informed decisions with clear information.
No More Excuses
As for me it is fantastic to discover I was eligible for an Access to Work budget and with this fund I now book a Remote Captioning for meetings and forums. I can now participate actively and confidently, as well as having a record of what has been said which I can refer to.
And my favourite thing? No more patronising responses when I question something said at a later date. No more people trying to wriggle out with their usual response “oh no that’s not what I said, you couldn’t have heard me”… I might not have heard you fully but my Palantypist did and it’s all in writing!
The full findings of this survey can be found here: http://www.actiononhearingloss.org.uk/get-involved/campaign/equal-treatment/the-problem/survey-of-bsl-users.aspx.
Helen Cherry works for the NHS.
The Limping Chicken is supported by Deaf media company Remark!, provider of sign language services Deaf Umbrella, and the RAD Deaf Law Centre.
Funnyoldlife
November 29, 2012
Unfortunately Beth does not understand this service is not ‘Remote Captions’ – if you ask a stenographer who provides this service for “Remote Captions”, you will get something completely different – you will get video with subtitles…… it might sound catchy to use ‘remote captions’ but it isn’t doing anyone any favours to use the wrong terminology.
Beth Abbott
November 29, 2012
Hello, thanks so much for the comments. It’s really great to know how many people support this issue. Sandrap, what a classic example of a serious case of common-sense failure in that hospital!
Tina, I’ve sent you an email about the terminology issue to try to clarify, I think it’s one of those things that can be very confusing. Not many people in the UK seem to know what CART is, which is one of the reasons we’ve used Remote Captioning. I just want to try to be as clear as possible but I’m always open to helping to make it clearer!
ls
November 29, 2012
Helen Cherry – do we know you from Clare’s great forum online for healthcare professionals in the UK (ukphl)? or in any event, fantastic to read your article, keep up the great advocacy. Join the CCAC if you care to 🙂 – access for healthcare is one of our most important “categories” – and say hi to Beth too, cheers, Lauren (CCAC is the Collaborative for Communication Access via Captioning, all volunteers)
cherry
November 30, 2012
Hi Lauren – I must be a different Helen Cherry to the one you are thinking as i don’t know Clare or her forum? I just read the link you put on Bee Communications link too which makes further interesting reading, thanks for that. Within the area i am working now they are piloting the vibrating pagers when attending appointments in clinic useful for both visual and hearing loss instead of having name called the pager vibrates when its their turn which is encouraging. I am having further talks about use of STTR in consultations.
Thanks everyone for all comments too 🙂
sandrap
November 29, 2012
Rather amusingly last week I was my local audiology department, and noticed they’ve installed a television in the waiting area, but no subtitles on. I went up to the receptionist and was given the usual ‘television’s old/no subtitles available’. Anyway had the appointment, but on the way out I managed to get lost and ended up in the eye clinic, where they’ve also had television installed- although this one was mute with subtitles strolling across the screen!!
I can only hope there’s been a simple mixup between departments; in the meantime two waiting rooms full of patients silently seething.
Sylvia Webb
November 29, 2012
I recognise and sympathise with the problem Helen. As a very very hard of hearing person, who doesn’t use BSL (no-one to use it with and too old to learn – memory banks are full!), I have my own experiences of not being able to contact the GP (my husband has to do it on the phone, albeit an automated system). When I needed to contact a GP about my husband’s condition when he returned home from hospital, I had to walk to the GP’s to ask to speak to someone (and I was worried about leaving him). Poor receptionist couldn’t quite work out what to do with me!! Also my own experience of mishearing consultant at Breast Clinic – and thinking there was a very high likelihood of my having developed cancer when I returned six months later. REMOTE CAPTIONING AND A COPY OF ALL THAT HAS BEEN SAID – I’LL CAMPAIGN WITH YOU FOR THAT!!! It’s just what I think should have been happening for a long long time.
Tali
November 29, 2012
Yes the failure to hear/see your name being called up at appointments is terrible. Sometimes like most NHS clinics – where the wait is at least an hour long – it is physically draining to keep scanning your eyes for the nurse and trying to work out if they are calling you or someone else.
Maybe we should demand our own “assistant” to wait with us at appointments for when our name is called out!
ls
November 29, 2012
Is an assistant needed? It builds more perception that we are not independent – yet I think you are speaking tongue in cheek ;-). Captioning for medical centers’ waiting areas televisions, treatment videos on disc that are given to us un-captioned, health care meetings and conferences for families and patients, all required. Call it what you will – it’s life-saving.
(We tent to say “real time captioning” now for any sort of STTR (steno) and also newer “re-speaking” systems, and the “remote captioning” lingo, at least in the USA, means remote STTR/CART/or re-speaking, called voice writing too). Good to question for clarifications, because as the old saying goes. we speak different English on both sides of the pond – or what was that saying? 😉
Cheers, Lauren
CCAC and CaptionMatch
Tali
November 29, 2012
Of course I was joking about an “assistant” in the waiting room!
Just that better awareness/education is needed. Many times when I have stated I am deaf, please come up to me – it does not work!
Lorelei
September 4, 2013
I am profoundly Deaf and a BSL user and have just qualified as a nurse. I enquired not so long ago about remote captioning and was told that this was only available in Scotland currently so its good to hear that it can be used in England to.
I would love to stand by you an campaign as this is well and truly needed to allow access to better healthcare for Deaf & Hard of Hearing people. The amount of times during my training that I was called down from the ward either to communicate with profoundly Deaf BSL user patients for Doctors or from Deaf patients attending outpatients appointments where the interpreter decided to cancel 8 minutes before the appointment I cannot count. Sad but true, interpreters can often be unreliable and as stated by others, unclear, leaving patients confused about various aspects of health.
When I started my training I had to go through a whole different process that hearing nurses purely because of my disability. I was continuously monitored, I think moreso than my hearing counterparts because of fear of patient safety. Apart from campaigning for Remote Captioning, I am hoping and will be fighting for the NHS to start opening up its doors to allow more profoundly Deaf nursing students in to train as nurses. This would allow Deaf BSL users to access healthcare in their own language making life a whole lots easier.
During my training I won an award and one of the things I told the judging panel is that the NHS could be potentially throwing away very good nurses just because they are Deaf. I personally have picked up on quite a few things during my training that my hearing counterparts missed because I use my eyes as my stronger sense.
Lets stand together and do what it takes to make the health care system a better experience for Deaf & Hard of Hearing people.
cherryash
September 6, 2013
yep lets hook up thats great – and strange you were told only in Scotland you can have remote captioning eh…. text you theres lots we can do