Making health care more accessible for Deaf patients

Even when patients and doctors are speaking the same language, medical appointments can be stressful. But for Deaf patients, accessing health care can be even more daunting, and miscommunications can have serious health consequences. 

While New Zealand Sign Language (NZSL) is one of Aotearoa’s official languages, only around 0.5% of Kiwis can hold a conversation in it. This means few medical professionals can kōrero directly with Deaf patients, making it tough for them to get the right treatment.

Even if they’re not able to speak NZSL, there’s a lot that hearing medical professionals can do to welcome Deaf and hard-of-hearing patients.

Do the mahi

Oliver Ferguson is the former President of the Executive Board at Deaf Aotearoa, is Deaf himself and has two Deaf children. He has described the added hassle that communication issues add to already-stressful medical situations. Health care workers often aren’t Deaf aware, and the burden often falls to Deaf people to educate medical professionals on the spot. 

Oliver told OnMAS magazine he wants to encourage medical professionals to familiarise themselves with the resources available to them and do some research into Deaf culture, to ensure they’re prepared to communicate with Deaf patients. 

“If I could say anything to health professionals, it would be to ask them to please become familiar with the resources that are currently available – it will make our experience so much better.” 

Deaf Aotearoa is a great place to start. 

Understand the cultural differences

There’s a distinct Deaf culture that’s intertwined with using NZSL, so be aware that you’ll likely need to adapt your communication style during medical appointments or procedures with Deaf patients or whānau. The Deaf community rarely sees being Deaf as having a disability or deficit, so avoid casting deafness as a problem to be solved.

When you’re talking to Deaf people about health issues, consider they might not have the same exposure to public health messaging as hearing people, might have gaps in their English literacy, and might have had problems being understood by health care professionals in the past. They might need more background information or things explained differently.

Consider the whole experience

Ensure your practice or facility is set up to welcome Deaf people. Provide resources so that your wider team, including reception and administrative staff, know how to communicate with Deaf or hard-of-hearing clients, and know how to book interpreters. Make sure to note patients’ communications preferences on their files, and if you’re referring them to other specialists ensure that they are made aware too. 

Something that seems simple, like calling a patient’s name in the waiting room to let them know the doctor is ready to see them, can be a source of stress or miscommunication. All staff should know how to get a Deaf person’s attention appropriately, such as by waving or tapping them on the shoulder. 

Use interpreters wisely

Deaf people are entitled to have interpreters at medical appointments, not only if they’re the patient but also if their parent, partner or whānau is a patient and they need to understand what’s going on. Don’t rely on lipreading or written information to communicate with patients who sign. 

You should never rely on a Deaf person’s friends or family to interpret for them. They’re not impartial, don’t have the appropriate training, might not pass on the information in the same way, and it can put patients in an awkward position where they’re forced to discuss sensitive topics with someone they’d rather not. Always book a qualified interpreter.

There are some simple things you can do to get the most out of working with interpreters. Interpreters will sit next to you so patients can easily see them. You should face the patient and speak directly to them. Don’t shout or mumble, and keep your hands away from your face. Give the interpreter ample time to explain everything and spell out any medical terms. Don’t speak while demonstrating, or you might miss out important information. Before approaching or touching a patient, explain what will be done, and allow time for interpretation and consent. Make sure you ask explicitly if your patient understands everything and if they have any questions, to make sure that nothing has been missed. 

An interpreter can be present during a physical exam if the patient asks for or agrees to this. And when booking interpreters, you should ask if patients prefer male or female interpreters for discussing sensitive issues.

Learn basic signs 

Learn some basic signs so you can greet Deaf patients and introduce yourself. There are plenty of free and accessible resources for learning New Zealand Sign Language - check out our guide to basic NZSL, learn more about the basics of medical signs in this online booklet from Deaf Aotearoa, or look up some beginner classes in your area. This doesn’t replace the need for a qualified interpreter, but is a step towards making patients feel welcome and at ease.