It is vital we make our practice accessible, so that people who are deaf or have hearing loss can contact us, communicate well during appointments – and fully understand the information we give them.
We have worked with the Royal National Institute for Deaf People (RNID) to ensure we are enabling our patients to access services effectively when they need them and to understand what is available to them.
People with hearing loss may find it difficult or impossible to use the telephone to book an appointment, order repeat prescriptions or receive test results.
Communication Methods we support:
- Online booking requests via our eConsultation service for non-urgent appointments – service provides a digital means of contacting the practice safely and confidentially
- Contact the surgery via email audleyadmin@staffs.nhs.uk
- SMS text replies to patients
- Sign up to the NHS App to order repeat medication and book appointments 240402_NHSApp_LargePrint_Flyer_Print
- You can ask any of our team to write something down for you or read something you have brought in – we are here to help
Urgent appointments:
If an urgent appointment is needed, the quickest way is to telephone the surgery. On these occasions the patient may wish to ask a family member to call on their behalf. Alternatively we would encourage patients to use tele texting system where they go through a third party to contact the surgery via telephone.
Check in and Patient call systems are in place to support you:
- Highly visible check in screen
- Working hearing loop at our reception desk
- Our patient call system has been changed from audible only to a large screen in reception with the patient name and room number visible
- Our clinicians will also come to reception to check if they know a patient has impaired hearing
When you register, we ask about how you prefer to communicate, but if you need to change this you can do so at any time and we will record this on your record to help us help you better when you access our services. We can provide double appointments on request if this would help you for improved, effective communication.
Please note it is the patients responsibility to communicate with the practice using one of the RNID recommended services above to enable safe, timely, effective treatment and care from our clinicians, patient safety is our priority.
We are providing training for receptionists and other staff members on the different ways people with hearing loss may wish to make contact and be contacted. We welcome feedback on any other ways we could help.
Accessibility Policy for Deaf Patients
Deaf patients are still facing major barriers to communications when accessing their local GP Surgery. Audley Health Centre is committed to enabling equitable access for our Deaf Patients.
We will always ask our deaf patient how they want to communicate.
We will enable our deaf patients to receive support in their preferred language and communication methods which includes arranging BSL interpreters when requested.
We will make a note in the patient’s records of their communication support needs. We will record whether they are deaf and need an interpreter, have a carer or personal assistant with them, and their chosen method of contact and who has permission to speak on their behalf.
We will offer a range of different methods to contact the practice: