Enter and view- HENCEL - Royal Free Hospital Emergency Department

Recommendations

1. The hospital needs to record the number of patients with sensory impairments. In order to monitor, follow up and improve the service they provide to deaf and sensory impaired patients.
2. Visual impairment and deaf awareness training should be provided for all staff members as an annual roll on programme. This would enable staff to know how to communicate better with a deaf/blind person. Trust Response In terms of monitoring attendances, we do not currently have the ability to do this on our electronic system, nor do we do this for a number of the other protected characteristics. A snap shot audit is a possibility we could investigate and use qualitative data from patients themselves, to inform services. Trust Response The Trust is currently looking at bespoke training for ED staff in conflict resolution and we will work to include a sensory impairment session within this training. We will need to work with our training and development colleagues to see if it would be possible to make this an ongoing option for staff.
3. A Communications Handbook with basic images of common BSL and Makaton symbols should be available in the reception thus enabling the staff to communicate more effectively with the patients. 4. Video interpreting is rolled out, as this would have a faster response time than booking real time interpreting. 5. A reduction in relying on carers, family and friends to translate the information to patients, as it comprises a patients right to privacy and dignity. It could also breach the equality duties. Trust Response Following your visit we have already purchased three BSL symbol books which will be held in reception...

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