Abstract Introduction People with deafness or hearing loss (PDHL) face substantial communication barriers within the UK’s National Health Service (NHS), leading to reduced access to care, lower engagement with services, and poorer health outcomes. Deafness can affect anyone but acquired hearing loss increases in prevalence and severity with age. A multidisciplinary working group comprising patients, clinicians, researchers, and charity representatives was formed to explore accessibility, communication practices, and deaf awareness across NHS services. Method A cross-sectional survey assessed the communication experiences of PDHL using NHS services, and the perceived impact on well-being. The survey incorporated rating scales and open-ended questions and was available in British Sign Language (BSL). Responses were analysed using descriptive statistics and thematic analysis. Results A total of 556 individuals completed the survey, including 50 family members or carers who had supported PDHL at NHS appointments. All participants had used NHS services in the past 24 months, with 10% identifying BSL as their preferred language. Thematic analysis of qualitative responses identified three main issues: (1) persistent accessibility challenges; (2) significant communication breakdowns across the patient journey; and (3) a lack of consistent, effective deaf-aware communication. Notably, 64.4% of PDHL respondents reported missing at least half of the important information shared during NHS appointments. Six key recommendations for change were established, including appropriate infrastructure to support accessible services, mandatory deaf awareness training for all healthcare professionals, and collaboration with PDHL. Conclusion This is the most extensive UK-based survey exploring deaf patients’ experiences in the NHS to date, highlighting ongoing breaches of the Accessible Information Standards (AIS) and serious risks posed by poor communication. In response, the working group have developed British Society of Audiology Practice guidance on deaf awareness in healthcare settings. Future work will generate practical tools and resources to help achieve AIS compliance across NHS settings.
Henshaw et al. (2026) studied this question.