What People with Sensory Impairments Told Us About Accessing NHS Services
Improving access to NHS services
Project Overview
Healthwatch Worcestershire was asked by an NHS board to explore how access to services could be improved for people with sensory impairments.
To support this work, we interviewed three volunteers who shared their experiences of using healthcare services. Their insights helped identify practical changes that could improve accessibility, communication and patient experience.
Many of the suggestions raised do not require significant investment. Instead, they focus on simple adjustments and greater awareness of the communication needs of people with sensory impairments.
Watch the Video:
What We Found
The volunteers shared both positive experiences and examples of where barriers still exist.
Common themes included difficulties accessing information in suitable formats, a need for greater awareness of sensory impairments among healthcare staff, and the importance of making reasonable adjustments to meet individual communication needs.
Their experiences showed that small changes can often have a significant impact on how accessible and inclusive healthcare services feel.
Suggested Improvements
Accessible Communication
Offer appointment letters and healthcare information in formats that meet individual communication needs, such as email or large print.
Information Formats
Provide important health information in accessible digital formats to help patients access information more independently.
Staff Awareness
Improve staff understanding of sensory impairments and the communication needs of patients through training and awareness raising.
Communication in Practice
Make simple adjustments to communication, such as speaking directly to patients, supporting lip reading and ensuring patients can hear when they are called for appointments.
Practical Support
Provide clear information about support services, hearing aid maintenance, testing and useful contacts for people with sensory impairments.
Thank You
We would like to thank the three Healthwatch Worcestershire volunteers who took part in this project. By sharing their experiences so openly, they have helped highlight practical ways NHS services can become more accessible for people with sensory impairments.
We would also like to thank the NHS board that requested this work and for its commitment to listening to patient experiences. We are encouraged by the interest shown in the project and the willingness to consider the improvements identified.
For more information about this project, please contact:
Abby Jane – abbyjane@healthwatchworcestershire.co.uk
Jay Pannu – jaypannu@healthwatchworcestershire.co.uk
