Project summary
NHS Fife asked deaf people how they would prefer to give feedback on health services. A mobile phone is now stored in a central location and is used by the deaf community for texting comments and suggestions.
Project Dates
Start Date: 12/01/2008
Ongoing
Area of healthcare
All types of care
Target groups
Deaf community
Guidelines followed
We made contact with an individual deaf service user, in the first instance, and identified a clear gap in methods of communication which would allow deaf people to easily feed back their experiences of NHS Fife services. Using the approaches laid out in the National Standards for Community Engagement, the Patient Relations Team identified solutions in partnership with service users in the deaf community.
Approaches used
Action planning/ community appraisal
Aims and objectives
To improve access to the Patient Relations Service, allowing the deaf community to provide feedback on NHS Services in Fife
Existing methods did not enable deaf service users to communicate and share their healthcare experiences.
What we did
We met with service users, who suggested a mobile telephone with a texting facility as a way of overcoming communication barriers. The Patient Relations Team purchased a phone handset, identified a location for it to be stored and developed a rota for dealing with enquiries via this method. The project was launched in partnership with Fife Council. It was initially advertised within the deaf community. Direct contact was made with identified individuals, who were provided with the mobile telephone number. Subsequently the service was more widely publicised in the local community, via local media.
Training undertaken
A working group was established, consisting of representation from NHS Fife Patient Relations Team, Fife Council Interpreter Service, the Scottish Health Council, a Local Advisory Council member and an Independent Advice and Support Service case worker. The members of the group brought their own expertise and provided advice on establishing links with the deaf community and methods of further engagement.
Evaluation
There has been a noted increase in the number of contacts with the Patient Relations Service from the deaf community. As a result of these contacts a number of issues have been rasied, specific to deaf service users, and this has enabled NHS Fife to consider ways of improving services. This project has enabled the deaf service users to have their voices heard.
Plans for the future
An action plan will be developed, highlighting other groups who may experience barriers and difficulties in accessing the Patient Relations Service. A similar approach will be used to steer further projects.