An initial meeting was held in August between the Head of Patient Experience at BHRUT and the HWR Chief Executive to identify the scope of the visits. A briefing session with HWR volunteers and staff from both organisations agreed on an observation checklist and a range of questions used for staff and patients. These questions focused on identifying the key access, communication support and pathway challenges faced by those with communication impairments. Each visit was carried out by three experienced HWR volunteers, two of whom had sensory impairments (visual and hearing). Additional communication support was provided by two BSL interpreters and the use of large print surveys and information.
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