I have had a difficult time with NHS Fife's BSL interpreter services. They do not seem to fully understand the challenges we face with hospital and eye test appointments. Let me explain in two parts.
Firstly, I recall several meetings with NHS Fife years ago, during which they agreed that my case notes or name in the system would have an alert indicating that a BSL interpreter is required for me. However, during a couple of appointments, they failed to provide an interpreter. I had to attend these important appointments without the necessary support. For instance, I underwent minor eye surgery without an interpreter. Despite waiting so long for the appointment, I decided to proceed, but I struggled to understand the information being communicated. This lack of communication meant I might have missed critical details, such as the risk of losing my eye during the procedure. Relying on written communication was time-consuming, and knowing how busy hospitals are, I just went ahead and hoped for the best, which is far from ideal.
Secondly, there is the issue of providing an appropriate BSL interpreter to match my needs. For example, a male interpreter for a private women’s appointment is not suitable, and the same goes for male patients needing privacy. However, they have not considered this, which could lead to potential embarrassment. I feel that they treat Deaf BSL users as if we have no individual needs, simply ticking boxes without considering patient requirements.
Lastly, NHS Fife has always refused to provide a BSL interpreter for NHS's free eye tests. During one appointment last year, I had to undergo the eye test without an interpreter. The test took about an hour, and I ended up with incorrect glasses that didn’t meet my needs, which was unfair to the optician as well. Recently, when I enquired, they told me I could use an NHS interpreter, but I would need to make the appointment and then check the availability of their in-house interpreter myself. This process would take forever, as it involves coordinating our availability. Moreover, I don’t want their in-house interpreter, as they struggle to understand me, so I requested a different interpreter, which they refused. I believe this is a breach of human rights, the Equality Act, and the BSL (Scotland) Act 2015.
Additionally, some of their communication feels like intimidation, as they seem to be pressuring Deaf BSL users like myself into accepting their in-house interpreter, even though many, including myself, have declined their services as they are not a suitable fit for my needs.
Additionally, I have made an official complaint to the patient team because I am fed up with talking to a wall. However, I gave up due to the complex English processes, which are difficult for a BSL user. The complaint process must go through the in-house interpreter, which is not appropriate as it presents a conflict of interest and lacks impartiality. For many years, NHS Fife did improve for a while, but they have recently gone downhill.
"BSL interpreter accessibility"
About: Queen Margaret Hospital / Ophthalmology Queen Margaret Hospital Ophthalmology KY12 0SU Victoria Hospital / Radiology Victoria Hospital Radiology KY2 5AH
Posted by NoFear (as ),
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Responses
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Update posted by NoFear (a service user) 9 months ago
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Update posted by NoFear (a service user) 9 months ago
See more responses from Siobhan Mcilroy