The challenges to make Suffolk healthcare fully accessible

Barriers in communication can arise for many reasons; a patient may be deaf, may not be fluent in English, or else may live with a communication disorder which means they require additional support.

In the UK, any NHS patient in need of translating or interpreting has the right to request assistance from their GP practice, pharmacy, dentist, or opticians, as confirmed by the NHS Suffolk and North East Essex Integrated Care Board.

This also applies to mental health services.

However, this does not mean that requesting help is always straightforward.

Richard Platt is chair of the Ipswich Deaf Children’s Society and born with 100% deafness.

Mr Platt explained that it is essential that he, and others like him, have access to a sign language interpreter for every healthcare appointment.

“We miss out on vital information that is being said, and the complex medical jargon as well as high level English make it impossible for us to absorb what is being said,” he explained.

“Most of the time, we leave appointments with no idea what was said and therefore no awareness of the plans ahead.”

Richard Platt explained how difficult healthcare appointments can be without the aid of a BSL interpreter. (Image: Sarah Lucy Brown) Richard pictured with two of his five children, Ashley and Rosy. (Image: Sarah Lucy Brown)

Requesting an interpreter is, he said “very difficult”, especially as he is unable to communicate via phone calls.

This can leave him relying on hearing family members to make calls on his behalf – a safety net which Deaf people without a support network cannot rely on.

Mr Platt continued: “Last year I was admitted into hospital as an inpatient for a whole week and once I was discharged, I had to have several follow up hospital appointments to attend to but on several times, the appointments were cancelled due to various reasons such as the interpreter pulling out at the last minute, no interpreters was available, or the wrong interpreter was booked.

“All this leads to frustration and more delays. Sometimes we would have a wasted trip by turning up at the hospital appointment only to be told there that it was cancelled.”

Earlier this month, the inquest concluded for Katarzyna Szymborska, a mother-of-three from Newmarket.

In the months leading up to her death, she had been an inpatient at Wedgwood House mental health unit.

Mrs Szymborska’s first language was Polish, and she relied on an interpreter to communicate effectively in English. During the inquest, the court heard that an interpreter was available to Mrs Szymborska on some occasions, but not all the time.

Although he did not find this causative in her death, Coroner Darren Stewart OBE said that this is an issue on which he will seek further clarity from the Norfolk and Suffolk NHS Foundation Trust (NSFT), which runs Wedgwood House.

Anthony Deery, chief nurse for NSFT, said that the Trust was “fully committed to providing fair, equitable and personalised services” which are easy to access as possible.

The Trust has a range of measures in pace to support patients with communication barriers, including “qualified interpreters for all clinical discussions” and access to national deaf services.

Being able to communicate with your clinician can be made easier with the help of an interpreter. (Image: Getty Images/Monkey Business)

Anthony Deery is the Chief Nurse at NSFT. (Image: NSFT) Mr Deery continued: “At the time of Mrs Szymborska’s sad death no issues had been raised in regard to accessing an interpreter to support her. However, we will undertake a further review of the interpretation services she was offered and make any necessary changes”.

Healthwatch Suffolk chief executive Andy Yacoub said that he was aware of issues in communication preventing patients from accessing healthcare.

Recent examples were a deaf person who missed important information about their treatment during their hospital appointment because they had to resort to communicating with paper and pen, and another patient unable to book a GP appointment because the only way to connect with the practice was by telephone.

Andy Yacoub is the chief executive of Healthwatch Suffolk. (Image: Gregg Brown) "Our recent research into compliance with legal standards around accessible needs has shown there is still some way to go,” he said.

“Despite the challenges faced by services, change is possible.

“We know some actions can be taken to improve people’s care experiences and we have highlighted them to services. It does not have to be complicated, or expensive. Even small changes can make a big difference.

“We will continue working with commissioners and organisations to highlight how things need to change long-term to ensure all care is accessible for everyone who needs it.”