Major Gaps in NHS Care for Deaf and Hearing Loss Patients Revealed in New Study

A comprehensive study conducted by the University of Cambridge and the British Society of Audiology has highlighted significant deficiencies in the way the UK's National Health Service (NHS) supports patients who are deaf or have hearing impairments. The research, which surveyed over 550 individuals — making it the largest study of its kind — uncovered widespread communication barriers that hinder effective healthcare access for these patients. Nearly two-thirds of respondents reported missing at least half of the essential information during medical appointments, pointing to systemic issues in communication and accessibility.

The investigation revealed that, despite legal obligations under the Accessible Information Standards, NHS facilities frequently fail to provide consistent and adequate services such as British Sign Language (BSL) interpreters, hearing loop systems, and other accommodations tailored for deaf or hard-of-hearing patients. Patients often relied on family members or friends to interpret, raising concerns about privacy and the accuracy of information conveyed.

Communication challenges span the entire healthcare journey—from making appointments to understanding test results. Patients expressed anxiety over simple interactions, like hearing their name called or following verbal instructions during medical procedures. For example, hearing aids are often required to be removed during radiology scans, complicating communication and comfort. These barriers contribute to some individuals avoiding healthcare services altogether.

The study was inspired by real-life stories shared online, particularly from audiology patients. Lead researcher Dr. Bhavisha Parmar emphasized the importance of deaf-aware healthcare, stating that if NHS audiologists — who see many patients with hearing loss — are not deaf-aware, it casts doubt on the awareness in other departments. Importantly, the research engaged NHS patients by involving them in designing and analyzing the study, ensuring their lived experiences shaped the findings.

Notably, co-author Zara Musker, a deaf woman and UK deaf sports personality, shared her personal encounters with the NHS, which motivated her to train as an audiologist. She highlighted that inadequate access wasn't limited to appointments but extended to the entire process of booking, waiting, and receiving care. Musker and others recommended several improvements, including mandatory deaf awareness training for staff, consistent interpreter services, infrastructure upgrades like text-based systems, and hospital assessments to improve overall accessibility.

These recommendations are part of a broader effort to ensure NHS services meet the needs of deaf and hearing-impaired patients, emphasizing that accessibility is a legal requirement, not optional. A new guidance resource, developed in consultation with patients, is currently open for public feedback and aims to help healthcare providers enhance deaf-friendly practices.

The study underscores that improving communication accessibility benefits everyone and is essential for equitable healthcare. Addressing these systemic flaws requires practical and straightforward solutions, such as better staff training and infrastructure enhancements, to make NHS services more inclusive.

For more details, the full study is published in PLOS One: [doi: 10.1371/journal.pone.0322850]. Source: medicalxpress.com