Health and Social Care

CUSTOMER CARE - Meeting people who are deaf

There are different degrees and types of deafness, and different ways for deaf people or those who are hard-of-hearing to communicate.

• Ask the person to tell you how they prefer to communicate, and to help you to find and book interpreters or other support in advance.
  
  
• For interviews and meetings, use a qualified sign language interpreter, not someone who just knows a little sign language.
  
  
• If there is a sign language interpreter, speak to the individual, not to the interpreter.
  
  
• You might also need lip-speakers, (trained to speak in a way which lip-readers will find easy to understand), or palantype operators (speed-text communicators, using laptops or a larger screen) to help you to communicate.
  
  
• In meetings or gatherings, speak one at a time.
  
  
• Written notes might help you to present complicated information.
  
  
• Make sure a deaf person is looking at you before you start speaking; a gentle touch on the shoulder or arm will capture their attention.
  
  
• Keep background noise as low as possible.
  
  
• Do not shout.
  
  
• Check regularly that you have been understood.
  
  
• Tell people when you are changing the subject and give people notes before a meeting – stick to the agenda.

Lip-Reading

Some deaf and hard of hearing people rely heavily on this demanding skill.

• Look directly at the person you are speaking to; stop talking if you have to turn away.
  
  
• Speak clearly in normal speech rhythm and a little more slowly.
  
  
• Do not use exaggerated gestures.
  
  
• Make sure you are visible in a good light.
  
  
• Do not block your mouth with your hands, cigarettes or food.

Meeting people who are deafblind

Deafblindness is a combination of hearing and sight impairments, but deafblind people are not always completely deaf and blind. In fact, most deafblind people do have some residual hearing or sight or both. So the advice provided in the sections on people with impaired vision or hearing may also apply. In addition:

• Let the person know you are there: approach from the front and touch the person lightly on the arm or shoulder to attract their attention.
  
  
• Many deafblind people need to be guided in different ways: some deafblind people experience poor balance.
  
  
• Do not grab or propel or pull a person – let them know you are offering to escort them by guiding their hand to your elbow.

Communication methods used by deafblind people can include the following:

• Lip-reading.
  
  
• Writing notes.
  
  
• Sign language, which a specially skilled interpreter might adapt for the person.
  
  
• Block alphabet: this is where you use your forefinger to write words on the palm of the deafblind person's hand – use the whole palm and write in clear capital letters.
  
  
• Deafblind manual alphabet.

(Source: Employers' Forum on Disability The Disability Communication Guide)

Overcoming Barriers

• Appointments need to be appropriately scheduled to ensure that sufficient time is allowed for a client who may have additional needs, such as an interpreter.
  
  
• Patients who have sensory impairments may require longer than usual for consultation periods.
  
  
• Queuing systems should be both visual and audible, but receptionists need also to be aware of any patients who may not hear adequately to know when they are being called.
  
  
• Ask the patient/client if any special assistance is required.
  
  
• Hearing aids amplify all sounds so excess noise should be kept to a minimum.
  
  
• Keep windows closed to cut out traffic or building work noises.
  
  
• The person should have the opportunity to use an appropriate interpreter. Conduct any conversation with the person not the interpreter.
  
  
• Shouting does not help – slow, clear speech will be of greater assistance. The mouth area should never be covered by the hand or other objects.
  
  
• Do not flit from one person or another quickly, as this can cause confusion and embarrassment to all.