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Care Opinion

Assistance for patients with Hearing aids.

Posted By columbanp68

"Assistance for patients with Hearing aids."

About: Victoria Hospital / Gastroenterology

(as a service user),

Assistance for patients with Hearing aids.

I had a hospital appointment for a GI procedure. The pre hospital paperwork offered a text number for 'those who are a speaker of BSL'  but nothing for 'Hearing Aid users'.  Why not?  

I sent a text anyway and was offered a portable loop system which was available on the day. Unfortunately it was intermittent and of little use.  The problem has since been resolved.  

For the procedure I had to lie on my left side with my head on a pillow.  This effectively blanked out my left hearing aid.  The person doing the procedure was behind me but someone in front of me relayed their instructions.

The good points, because the staff were made aware that I was deaf my bed was in a quiet are which really helped.  The staff were very helpful and removed their masks so I could see their lips.  As I had a Covid test before admission this was not a high risk to them. All staff were very helpful.

Points to ponder.

Assistance should be offered to Hearing Aid user in the appointment letter.

Where a portable loop system is provide someone should be instructed in its use.

Something like the 'Bellman & Symfon Domino Pro' with a neck loop would make sound available even when a hearing was blanked out by a pillow.

I would also like to know why it is not possible for me to contact my GI team by email.

Service providers have duty to make reasonable adjustments aims to make sure that if you are a disabled person, you can use an organisation’s services as close as it is reasonably possible to get to the standard usually offered to non-disabled people.

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Responses

Response from Gillian Ogden, Head of Nursing, Planned Care, NHS Fife 3 years ago
Gillian Ogden
Head of Nursing, Planned Care,
NHS Fife

Submitted on 12/02/2021 at 13:40
Published on Care Opinion at 13:40

picture of Gillian Ogden

Dear columbanp68

Thank you for taking the time to post on Care Opinion.

I am sorry that you had the difficulties you describe when you attended for your procedure and for the frustration and concern that this caused you. It was nice to read that our staff did their best to support you in the circumstances.

You have made some important and useful points and I am keen to discuss and explore these further with you to help us get it right in the future for patients with hearing difficulties. I would be grateful if you could contact me directly, my email address is gillian.ogden@nhs.scot or if you prefer, my phone number is 01592 643355 ext 20148

In the meantime I will share your post with the team so we can all reflect on your experience and the points you have made.

I hope you have recovered well and I look forward to hearing from you.

Thanks again

Kind regards

Gill

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Response from Dianne Williamson, Equality & Human Rights Lead, Patient Relations, NHS Fife 3 years ago
We are preparing to make a change
Dianne Williamson
Equality & Human Rights Lead, Patient Relations,
NHS Fife

Submitted on 15/02/2021 at 10:34
Published on Care Opinion at 15:45

picture of Dianne Williamson

Dear columbanp68

thank you for bringing these points to our attention and I'm sorry you did not have the best experience. I understand the key points you make and will ensure the following improvements are made;

We will continue to provide hand held wipe clean 'white boards' which allow both staff and patient to write down their comments, questions and information etc. I will make sure these are available in GI. Patients have told us these are helpful when they need a bit of extra support to understand what is being said or when discussing care together.

I am reviewing the communication statement at the bottom of the patient letters,and will highlight the support available for those who have a hearing impairment.

I will also explore with our partners, Fife Council, Deaf Communication Service, how we can further improve communication between patients and staff, using technology. This will add to and compliment the purchases already made to help with communication.

Thank you for your helpful feedback and I would welcome any further comments.

Dianne

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