NORTH DERBYSHIRE CLINICAL COMMISSIONING GROUP GOVERNING BODY MEETING

26May 2016

Report Title: / Patient Story – Experiences of Deaf People in accessing health services / Item No: 7
1. / Background and context
Members of the Patient Experience Team have visited the Chesterfield Deaf Forum on several occasions to listen to the experiences of Deaf people and to engage with them on local developments in the NHS. Healthwatch Derbyshire has also been engaging with the Forum and both they and the CCG have provided practical assistance to respond to individual problems as well as raising general awarenesswith commissioners of the difficulties facing Deaf people.
There is still much to do to improve the response to Deaf people so that they can receive equal access to health and social care services.
Members of the Chesterfield Deaf Club have now been invited to the Governing Body to present the experiences of Deaf people in North Derbyshire.
2. / Key matters for consideration
Members of the Chesterfield Deaf Forum are visiting to describe the experiences of Deaf peopleand the difficulties they often face in accessing health services.
Recommendations by Deaf people(taken from ‘Understanding what makes a good patient experience Report’–NDCCG February 2015)
  • Deaf Awarenesstraining for health staff
  • Patient record flagging system in place identifying communication requirement
  • Written Record of every consultation to beprovided
  • Sign up to the British Deaf Association’s Charter for British Sign Language
  • Named Person in GP Practices responsible for organising signing
  • Use of BSL video interpreting in consultations
  • Monitoring the quality of interpreters
Accessible Information Standard (AIS) The Accessible Information Standard was introduced in June 2015 and comes into force fully on 31 July 2016. The Standard applies to service providers across the NHS and adult social care system in order to improve the quality and safety of care received by individuals with information and communication needs. The Standard provides:
‘A consistent approach to identifying, recording, flagging, sharing and meeting the information and communication support needs of patients, service users, carers and parents, where those needs relate to a disability, impairment or sensory loss’. (NHS England AIS Implementation GuidanceJuly 2015).
The AIS Implementation Guidance addresses the recommendations made by Deaf people in our community. Through full implementation of the Standardit is envisaged that providers will be equipped to deliver an improved experience to patients.
Healthwatch Derbyshireare running a questionnaire from September-November 2016 to gather intelligence from the Deaf community, individuals with a learning disability and people with sensory impairments to investigate if services are adhering to the Standard. They will provide the CCG with a copy of the Feedback Report. The CCGs Clinical Quality Team will ensure that the standard is promoted and built into performance management arrangements with providers.
3 / Financial Impact
Translation and Interpretation services are already in place to support patients with particular communication needs. The service is commissioned by Southern Derbyshire CCG. Increased awareness of the requirements outlined in the standard may increase demand on the service.
4. / Analysis of risk
People who constantly experience difficulties and barriers to accessing health services may avoid or delay presentation resulting in more serious long term health issues. There is a historic shortage of BSL signers in certain parts of the county eg High Peak and so the ability to meet demand needs to be monitored by the commissioner.
5. / Equality Impact
Please describe how this report and/or the services described within it aid the CCG in achieving the objectives of the Equality Delivery system, namely:
  • Better health outcomes for all:
Increased awareness of staff and a consistent approach to identifying and responding to the communication needs of patients will assistvulnerablepeople to have equality of access to health services
  • Improved patient access and experience:
Patients who are communicated with in the most appropriate way are more likely to be treated with dignity and respect, have a better understanding of the options and choices available to them andbe more involved in decision making about their care. Consequently they are more likely to report a good patient experience, irrespective of the medical outcome of their situation
  • Empowered, engaged and well-supported staff:
Providing insight into the experiences of deaf peoplepromotes discussion,assists staff to reflect on gaps in their knowledge as well as how they can better contribute to a patient’s experience of care
  • Inclusive leadership at all levels:
The Governing Body is open to listening to the experience/impressions of patientsto facilitate improvement to services and organisational learning.
6. / Recommendations
6.1The Governing Body acknowledge and thank members of the Chesterfield Deaf Forum for presenting patient experiencesand raising awareness of the issues they face.
6.2The Clinical Quality Team to ensure that monitoring of compliance with the Accessible Information Standard is built into performance management and quality assurance arrangements with providers
Author: / Amanda Brikmanis Patient Experience Manager
Sponsor: / Jayne Stringfellow Chief Nurse and Quality Officer
Date: / 13 May 2016

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