Summary: Our services should be accessible to all patients, and we sometimes need to make adjustments to ensure this
Who’s it for: All Staff
Site Access
- All of our sites have a disabled WC, and have step-free access suitable for wheelchair users.
- All sites except Kingfisher have dedicated disabled parking. Kingfisher has free on-street parking.
- All sites except Deptford Surgery & Nightingale Surgery have Hearing Loop Technology (aka - induction loop) in reception.
This is a system that decreases background noise and amplifies spoken word for those using hearing aids. This sign denotes that there is a hearing loop. ➡️
Warnings on EMIS
It is important to keep a record of individual’s level of support, to ensure their needs are met
- Set a warning detailing which adjustment is necessary for a patient (See EMIS Web Basics)
- If a patient can’t take phone calls, for example, this should be mentioned as well as the mutually agreed alternative
Neurodiverse & autistic patients
Neurodiversity is a concept that no two brains are alike, and some people’s brains work in a different way. It encompasses those with ADHD, autism, dyslexia, dyspraxia and other neurological conditions.
- Since July 2022, we must ensure all staff receive training in learning disabilities and autism
- Some conditions make communication difficult, and some autistic people may experience surroundings differently, and could be more sensitive to noise & light
- We can ask patients how we can best assist them or support them whilst in the practice
- They may find it helpful to have longer appointments or bring someone with them
- We should also clearly introduce ourselves and explain what we are doing
Assistance dogs
An assistance dog has been specially trained to live with, accompany, and support a disabled person. They are defined in law, and must be permitted to access practices.
Emotional support animals (ESAs), for the purposes of comfort or companionship, do not have the same legal recognition. If someone wishes to bring their ESA, please escalate to the regional reception manager.
- Most, but not all, assistance dogs will have a harness identifying them, and the user may carry an ID book
- Assistance dogs, and an aid & working dog, should not be distracted or petted
- Most charities ensure users are responsible for the dog having good hygiene, is well trained, and ensure the dog’s toileting and feeding needs are met
- The user is responsible for the dog whilst at our practices
D/deaf, Hard of Hearing & BSL
Deaf describes someone who identifies culturally as Deaf, engages in a common culture and usually uses sign language. Often, this is their first language.
deaf refers to someone with hearing loss, and may not necessarily have a strong connection with the wider Deaf community.
Hard-of-hearing is a much wider term describing mild to moderate hearing loss.
Although some may self-identify as Hearing Impaired, many find this offensive.
Reasonable adjustments
- When collecting patients from the waiting area, they may not hear us calling their name - if your next patient is deaf, it is often helpful to gain their attention before checking who they are.
- Remote consultations should take place over a video call, with an interpreter if appropriate
- If a patient can lip read, ensure you are well-lit, and speak clearly at a normal volume & pace
- If a patient uses sign language, ensure an interpreter is booked, or for urgent appointments, the on-demand service is used
- If we release or share video content, ensure captions are available, and a transcript if possible
BSL
- See Interpreters & Translators to book BSL interpreters, and for access to on-demand remote interpreters
- NHS 111 can be accessed via the SignVideo app - more information, which can be shared with patients, can be found here
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