Deaf-friendly medical appointments

By adopting deaf-friendly practices, you help create a welcoming environment where deaf children and young people feel confident and included. 

This guide offers practical tips for making medical appointments more accessible, including strategies for communication, environment adjustments and staff training.

Preparing deaf children and families for their appointment

Many deaf children and their families may feel anxious about medical appointments, especially if they are visiting your department for the first time. Preparing them in advance can help boost their confidence.

Social stories

Social stories are simple, visual narratives that help children understand what will happen during their appointment. These stories explain the setting, who they might meet and what equipment might be used. Personalising these stories can make them even more engaging for the child.

Here are some good examples of social stories for audiology appointments:

• I'm having my hearing checked at the hospital — Evelina London (PDF | 44.7MB)
• Visiting the audiology department — University Hospital Southampton (PDF | 304KB)
• My story about getting my ears checked — Imperial College Healthcare (PDF | 1.06MB)
• My Trip to Audiology at Alder Hey! — Alder Hey Children's Hospital

Videos to share

If possible, share videos of your medical setting with families and young patients before their appointment. Short clips showing typical rooms, staff and procedures can help them know what to expect.

For example, the Sheffield Children's NHS Foundation Trust has a great selection of videos about what to expect in hearing services (YouTube playlist).

Creating a good listening environment

Ensuring your setting has a good listening environment helps children and young people feel involved in their care. Even if a child or young person is accompanied by a hearing family member or friend, they should have full access to participate in the appointment. Additionally, some deaf children have deaf parents, so an accessible setting benefits everyone.

Waiting rooms

Use visual alerts and announcements

Deaf patients may struggle to hear their name being called in a busy office, especially if they are not facing the speaker. Consider using a TV or electronic screen to display the patient's name and the room number they need to go to. If this isn't possible, make sure staff know to get a deaf patient's attention by waving or tapping them on the shoulder.

"Having a screen which would flash and show a patient's name when the audiologist calls them would be a huge asset in all audiology waiting areas." 

Kristy, who was born Deaf and is also mum to Ffion-Haf (15), who is profoundly deaf. 

Read Kristy's ideas for improving audiology appointments.

Provide captions and sign language interpreters for videos

TVs are great for entertaining young children and/or introducing positive role models for deaf young people. If your waiting room has TVs, make sure all videos are captioned and include a sign language interpreter for better accessibility.

Use calming toys and activities

Provide calming activities like drawing paper and books in the waiting room. If waiting room toys are too exciting, children may not want to leave the waiting room or find it hard to stay focused during their appointment. Make sure any toys used during testing are more exciting than waiting room toys to keep their attention.

Include a sensory space

For children with additional sensory needs, include a separate calming space in your waiting area. This can be as simple as a tent or teepee.

Doctors' offices

Minimise background noise

Close doors and windows to reduce noises from outside, which can make it harder for deaf people to hear.

Turn off noise-generating equipment

Switch off radios, fans and air conditioning units as they contribute to unnecessary background noise.

Use good lighting

Deaf people need to see your face to lip-read. Make sure you're well-lit and avoid sitting in front of windows or brights lights that could create shadows on your face.

Communicating with deaf patients

Speak directly to the deaf child or young person

Whenever possible, always address the deaf child or young person directly, even if they have a parent or interpreter present.

Offer multiple communication options

Ask how the patient prefers to communicate and offer different ways to contact them, such as text, email or video relay.

Avoid using family and friends as interpreters

Family members should not interpret medical information due to concerns about confidentiality and accuracy. Professional interpreters ensure clear and appropriate communication.

Consider the terms you use

Words can be emotional, so it’s important to ask the deaf young person and their family which terms they prefer. For example, some people born deaf may not see themselves as having "lost" their hearing, and others may find "hearing impaired" offensive. Always check with them to understand what language they are comfortable with.

Many families say negative language from healthcare professionals, like “I’m sorry your child is deaf” or “failure” in hearing tests, can be hurtful. Stay positive and make it clear that being deaf does not mean a child cannot achieve great things in life, especially with the right support.

You have the power to influence how a deaf child and their family view deafness, impacting their self-esteem and identity.

• See more tips for deaf-friendly communication.
• Learn more about deaf identity.

Training in deaf awareness

We offer free online courses to help healthcare professionals improve their deaf awareness.

• Introduction to Deaf Awareness (CPD accredited): 15 minutes
• Introduction to Childhood Deafness (CPD accredited): 15 minutes
• Working with Deaf Children and Young People: 1 hour
• Explore all our training courses.

Learning British Sign Language (BSL)

Using even basic signs can help create a more inclusive environment. We encourage all healthcare professionals working with deaf young people to learn some conversational BSL. However, complex medical information should always be communicated by a qualified interpreter.

The best way to learn BSL is through a course taught by a qualified BSL teacher. Find a BSL course near you through Signature, the recognised awarding body for BSL qualifications. Local colleges and deaf clubs may also offer BSL courses in your area.

BSL has regional variations, and in Northern Ireland, some deaf people use Irish Sign Language (ISL), which is distinct from BSL. It's important to learn and use the signs that the deaf person you're working with is most familiar with.

• learning sign language in England and Wales
• learning sign language in Northern Ireland
• learning sign language in Scotland

BSL videos and resources

"I wish there were BSL videos and images around, and staff using BSL would be brilliant. It would be such an encouragement to families trying to learn." 

Kirsten is mum to Benjamin (5), who is profoundly deaf.

Read Kirsten's ideas for improving audiology appointments.